A Service Marketing Project on how to make the Surat Airport a Smart

Airport

A Report
Presented to the Faculty of the
School of Management
AURO University
Surat.

In Partial Fulfilment
Of the Requirements for the Degree of
Bachelor of Business Administration

Submitted by:
Chandni Lakdawala
Nimisha Sinha
Ishita Jariwala
Girishma Rastogi
Dinesh Vishnani
Dhruv Mahatma
Harshesh Chopra
Mehak Nanda
Submitted to:
Dr. Monika Suri
23rd April, 2016

1 | Page

Acknowledgement
It is not possible to prepare a project report without the assistance &
encouragement of other people. This one is certainly no exception.
On the very outset of this report, we would like to extend our sincere & heartfelt
obligation towards all the personages who have helped us in this endeavour.
Without their active guidance, help, cooperation & encouragement, we would
not have made headway in the project.
We are extremely thankful and pay our gratitude to our faculty Dr. Monika
Suri for her valuable guidance and support on completion of this project in it
presently. We extend our gratitude to Auro University for giving us this
opportunity.
We also acknowledge with a deep sense of reverence, our gratitude towards our
parents and members of our family, who have always supported us morally as
well as economically. At last but not least gratitude goes to all of our friends
who directly or indirectly helped us to complete this project report.

2 | Page

Summary
This report is on how we can make the Surat Airport, which is currently in not
the best condition, into a Smart Airport. It has been said that Surat is included in
the Smart Cities list, therefore, this great and fast growing city should also have
a fast growing and smart airport. Therefore, we as a consulting group have come
to redesign the Surat Airport and offer some of the greatest facilities,
technologies, and services which have never before been provided in Surat. We
assure to make the Surat aiport a smart one and satisfy our customers and the
people of Surat with a highly active airport.

3 | Page

Table of Contents

SR. NO.
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15

TITLE

Introduction
What is a smart airport?
Competitors analysis
Customer analysis
Environmental analysis
Ethical and Legal Analysis
GAP Model
BCG Matrix
Plan Details
Security check-in system
Baggage Handling System
Airport Facilities/Services
Revenue Generation
Future Plans
Conclusion

PG. NO.
5
5
7
8
9
11
23
26
28
28
29
32
43
53
55

4 | Page

Introduction
For years, the people of Surat were denied the most convenient transportation services used
in the entire world. Even though an airport exists in Surat for now, it has not met the
expectations of people when we compare it to other cities of the country such as Ahmedabad,
Mumbai, etc. What we believe is that providing the people of Surat with a well functioned
domestic airport will be even more than sufficient as the first step towards becoming a wellconnected city connecting neighbouring and far hubs.
Surat and South Gujarat in particular has a vast number of Non Resident Gujaratis (NRGs)
living all over the world. Now, with the second and the third generations of NRGs coming up,
the travel needs to their homeland has ever since been on the increase. The domestic market
too has exponentially expanded with Diamond, Textile and the Hazira industrial belt bringing
large numbers of residents and, making Surat one of the fastest developing cities with a
population reaching almost a five million mark and giving it the top position for earning the
highest per capita Income in the country. On the other hand the city has also made it to be the
most successful commercial capital in the nation with above 11% growth rate.
The Surat Municipal Corporation (SMC) too has contributed largely to support the
development by providing it with the best infrastructures and hence earned the name of "City
of Flyovers". The city has also earned awards nationally and internationally for having the
finest 'Waste Management System', almost 100% drinking water supply, sewage and
encroachment free zones. It has also earned the cleanest city awards despite of facing
devastating floods severely damaging the city infrastructure, 3 times in 12 years. Thus
providing a very planned infrastructure laid out for the growth and future development of the
city, boosting the trade and business potential.

WHAT IS A SMART AIRPORT?

Intelligent system for smart airports- Youre dealing with tough challenges, from growing
security concerns and increasing requirements to the complexity of integrating multiple
building management systems. Honeywell Building Solutions (HBS) can help. We offer
smart terminal, air and landside solutions to help improve your airport from one end to the
other.
1. Safer- Early warnings, location-specific responses, increased visibility, precision
docking information and real-time situational awareness help promote the safety of
staff and passengers.
2. More Secure- Improve intelligence and gain an integrated view from perimeter to
passenger to assist in detecting threats faster, responding swiftly and mitigating
associated impact.

5 | Page

3. More Efficient- Promote more informed decision-making and more efficient terminal
management to help reduce energy consumption, control costs, enable faster
turnaround management, increase airport capacity, decrease air traffic noise and
reduce weather-related delays.
4. More Productive- Improve planning and control, and enhance ground capacity by
integrating and streamlining information systems and technology.

6 | Page

COMPETITORS ANALYSIS
When we talk about building an airport in Surat, the first thing that pops in our mind is that
will the airport sustain taking into consideration some of the greatest airports with loads of
connectivity? If we look at the Ahmedabad airport, Delhi Airport or the Mumbai airport, they
have been active for several years, so how could an airport in Surat do any justice to itself?
Delhi Airport- the Delhi airport, of course being in the capital, has the most and best
facilities according to a 2014 review. This airport was also rated 5/5 when it came to
customers feedback about the airport. It became India's and South Asia's largest aviation hub,
with a current capacity of handling more than 40 million passengers. The planned expansion
program will increase the airport's capacity to handle 100 million passengers by 2030. In
2014, the airport handled a total of 39.752 million passengers, registering a 8.4% growth in
traffic over the previous year and became the 12th busiest airports in Asia. As of 2015, the
airport currently is the 25th busiest airport in the world by passenger traffic.
Mumbai Airport- The Mumbai airport as well was rated a 4.5/5 by customers and flyers and
was awarded the best airport in 2015. The Chhatrapati Shivaji International Airport is the
airport of Mumbai city in India. Earlier it was known as Sahar International Airport. The
Chhatrapati Shivaji International Airport covers an area of 1,450 acres and is located in the
Mumbai suburbs of Santa Cruz and Sahar. The airport is India's biggest International and
domestic hub.
Chhatrapati Shivaji International Airport is constantly being upgraded to make the complex
compatible with new generation of airplanes. The airlines operating from Chhatrapati Shivaji
International Airport connects Mumbai to other parts of the Indian Republic and also to other
parts of the world. The ground handlers of Chhatrapati Shivaji International Airport are Air
India, Indian Airlines, Cambata Aviation and Airworks India.
When we see these two airports, we think high standard technology, international
connectivity, the best services and facilities provided to customers, and the best air
connectivity. how will an airport in Surat even be able to compete? But actually, there will be
competition and Surat will definitely be able to compete, since it is the diamond capital of
India. Surat being the hub of the Diamond and Textile business in India, has the largest
wholesale market for these polished diamonds and is well spread not just in India but the
World over. An International level trade centre and other infrastructure facility has geared up
the city to brace the stiffest competition in trade and infrastructure

7 | Page

SURAT AIRPORT SURVEY & ANALYSIS

Customer Satisfaction
*Required
Name

Sex
o

Male

Female
Age

Below 20 Years

20-45

45-60

60 and above
Profession

Student

Pensioner

Military

Businessman

Employee

Other:
What type of transport did you take to get to the airport : *

Personal / Office Car

Taxi

Regular Bus

8 | Page

Purpose of past visits via our Surat airport : *

o

Business Trip

Leisure / Tourism

Never travelled from Surat airport

In what cabin class do you fly generally: *

Business

Economy
How often do you fly in a year : *

Often (More than 5 times)

Rare (2 to 4 times)

Once in a year

Once in 2 years
Do you travel with children:
(Optional)

Yes

No
Please provide quality of service and the provided services at our
present Surat airport. *
Good

Satisfactory

Unsatisfactory

Transport
Connection
Flight Check in
Security
control/inspection
Retail shops
Restaurants and
Cafe's
Banks/ATM
Baggage
packing/safety
9 | Page

Good

Satisfactory

Unsatisfactory

Toilets
Waiting/departure
halls
Medical aid station
Wifi access
Please specify your overall experience at the Surat airport
o

Good

Satisfactory

Unsatisfactory
Comments/Suggestions.

Analysis

10 | P a g e

11 | P a g e

12 | P a g e

13 | P a g e

14 | P a g e

15 | P a g e

16 | P a g e

17 | P a g e

18 | P a g e

CUSTOMER ANALYSIS
A customer analysis (sometimes called a customer profile or target market analysis) is a
critical section of a company's business plan or marketing plan. It identifies target customers,
ascertains the needs of these customers, and then specifies how the product satisfies these
needs.
TARGET CUSTOMERS
Business People- The domestic market has exponentially expanded with Diamond,
Textile and the Hazira industrial belt bringing large numbers of residents and, making
Surat one of the fastest developing cities with a population reaching almost a five million
mark and giving it the top position for earning the highest per capita Income in the
country. On the other hand the city has also made it to be the most successful commercial
capital in the nation with above 11% growth rate.
Surat being the hub of the Diamond and Textile business in India, has the largest
wholesale market for these polished diamonds and is well spread not just in India but the
World over. An International level trade centre and other infrastructure facility has geared
up the city to brace the stiffest competition in trade and infrastructure.
Leisure & Travel- Surat and South Gujarat in particular has a vast number of Non
Resident Gujaratis (NRGs) living all over the world. Now, with the second and the third
generations of NRGs coming up, the travel needs to their homeland has ever since been
on the increase.
NEEDS OF THE CUSTOMERS
Evidently the sea route was the only way to trade with neighbouring countries and the
world over. However, this may not be the case with the current trend. In this fast
progressing world of technology and internet connectivity, anyone can access the world
with the world-wide-web network.
When it comes to connecting with the world in person, the citizens of Surat have only one
question to ask, if we can connect to the world through WiFi then why can't we FLY and
connect to the rest of the world too with regular flights?"
HOW WILL THE AIRPORT SATISFY THEIR NEEDS?
By seeing their needs, it is obvious that an airport in Surat which is highly and completely
functional will definitely satisfy the needs of people in Surat, and those willing to come to
Surat, either for business purposes or leisure.

19 | P a g e

ENVIRONMENTAL ANALYSIS
Political
The Airport Authority of India announced that the Airport required 864 hectares of land, and
the Gujarat government has allocated such land for the development.
The Surat airport did not get permission to expand before because Congress Party was at the
central and also in Maharashtra. And if a fully functional airport is developed at Surat, it drive
all the cargo business of Mumbai to Surat. So, because of the conflict between the two parties
Surat airport was not getting the clearance to develop. Now since BJP is the ruling party, we
have the political support required to make this project work.
Also, seeing the popularity of our PM Narendra Modi and the good work he is doing like
Make in India project, it is likely to say that BJP will be around for a while and hence, it safe
to say the project will go on smoothly.
Political forces can have a direct impact on firms and industries. Political influences such as
deregulation and liberalisation of the air transport industry have had a great impact on
opening up markets to competition in the aviation industry in the past few decade.
After starting as a small town in urban India, Surat has grown phenomenally in the last
decade to be the fastest growing city in India as well as the eighth largest in India (if Pimpri
and Chinchwad Municipality is excluded from Pune, otherwise ninth) and second largest in
Gujarat. As the city was very small at one time it was neglected by both its own State
Government as well as the Central Government for expansion of transportation facilities in
general and totally alienated from the air route map of India. Public transportation is what
Surat lacks as those who can afford have their own wheels. As far as air transportation is
concerned the desire of the well to do is satiated by driving to other airports to board flights
or boards the limited offering at Surat Airport at extremely high fares compared to other
cities. However a sizable population is not entitled to low cost air travel what even other
smaller cities are entitled to due to political neglect for very long.
Airports present an international gateway to the global market and an important spur to social
and economic benefit. Besides the economic development generated from establishing an
airport within a region, such development is considered preferable by some governments who
believe that it will give their countries leading roles in the region. In this sense, airports may
be strongly supported by their national governments

Economic
Surat being the hub of the Diamond and Textile business in India, has the largest wholesale
market for these polished diamonds and is well spread not just in India but over the World.
So, many foreign customers visit Surat with hopes of doing business. Also, many local
dealers visit foreign or need to send their goods outside. If the Surat airport is developed, the
20 | P a g e

dealers do not need to go to Mumbai. So, more than half of the cargo business will shift to
Surat airport. Also, it will lead to direct selling of diamonds from the source city of polishing
it.
The traders will also make more profit because they dont have to pay the middlemen
anymore. Also, the passenger traffic is large, from the South Gujarat region and from within
the city, the potential is huge and possibility is immense, it is just a matter of putting in the
right effort.
City
Ahmedabad
Surat
Vadodara
Rajkot

Population (census 2011)

72,08,200
60,79,231
41,57,568
37,99,770

Governments are seeking to build and develop airports not just to improve the infrastructure
of the country, but also to encourage local and regional development by creating
opportunities to increase the economic growth of surrounding areas. Surat has the 2nd highest
population and the transportation needs are lacking. The average Annual Household Income
(AHI) in the city is 4.57 lakhs, the highest in the country. Surats AHI is almost equal to
Chinas per capita income of 2007 and double the national per capita income. Even its GDP
growth of 11.5% for the many consecutive years is the fastest in the country.
Housing sector is the most preferred segment in Surat too, like in other parts of the country.
Leading property developers are coming up with all kinds of affordable and luxury home to
woo buyers from all classes, i.e., that is to cater to the needs of both nationals and NRIs.
Surat has a very high growth rate and there is a huge influx of population at 1000 people
daily entering the city hunting for jobs. The city offers a tremendous potential for 14 trades
and commerce activity.

Social
The aspirations and disposable income of the middle income group is increasing. So they
prefer to fly rather than travel by train.
Nowadays, flying has become a necessity than a luxury. It has become a part of the lifestyle
of people. Hence, increasing travelling habits of people will benefit our airport a lot.
Also, many businessmen live in Surat, who have to travel frequently to other places. If a fully
functional airport is developed in Surat, it will help them a lot.
Surat and South Gujarat in particular has a vast number of Non Resident Guajaratis (NRGs)
living all over the world. Now, with the second and the third generations of NRGs coming up,
the travel needs to their homeland has ever since been on the increase
21 | P a g e

Demographic and population factors are important considerations in the overall competitive
environment of the airport industry, as such factors drive consumer demand, which will
determine what level of supply of airports is required for the overall market, as well as what
types of strategic movements are likely to be effective. While demographic factors are
important, social and cultural differences, educational levels, lifestyles, and attitudes toward
work as well as levels of consumerism are all factors that would be likely to play an
important role in the overall competitive environment of an airport company.
Surat has faced a major change over past 20 years. There has been more development in
terms of infrastructure, education system and standard of living. Nowadays, every household
has a car to travel and has opted a leisure lifestyle. Surat is comes top 5 cities in terms of
paying taxes.

Technological
The current building of Surat airport does not have the appropriate and properly functioning
security system. The lack of proper security system has the passengers worried about their
safety. Recently, passengers travelling to Mumbai and Delhi were concerned over security
breaches at the airport as the X-ray baggage scanning machine was not functioning. When
security at airports has become main concern following serial bomb blasts at Brussels airport
in Belgium, Surti fliers boarding Mumbai and Delhi flights were worried.
The airport even has only a few check in counters. The air-conditioning system breaks down
sometimes in the passenger lounge, which causes distress to the passengers.
Such technological gaps need to be filled because such technological setbacks make
passengers experience very un-delightful.
The Surat Municipal Corporation (SMC) too has contributed largely to support the
development by providing it with the best infrastructures. Surat Airport lacks in facility,
services as well as security system as compared to other domestic airport. This is due less of
authority and fault in management system. Surat international airport has very limited bag
scanner and the surveillances system is also so modernize.
The Surat airport has acquired massive land and it is available for immediate expansion and
development. The current immediate requirement is to have double the size of the terminal
building with at least 4 aero bridges. Night landing facility has recently been started for
commercial air traffic and allowing connectivity further up, for international carriers. The
current runway can be expanded to the MTOW for large aircraft in a phased manner. The
Airport can easily get the best human resource available from within the city's high ratio of
educated youth and help it to function at par to a world class airport.

22 | P a g e

Legal
On 6 November 2014, a SpiceJet Ltd. Boeing 737-800 VT-SGK performing flight number
SG-622 collided into a buffalo during takeoff. Though none of the 140 passengers on board
or 6 crew members were injured, the aircraft engine sustained serious damage and was
grounded at the airport for more than two months. After this incident, Spicejet indefinitely
suspended all operations to and from Surat Airport, citing lax security at the airport.
Such incidents need to be taken care of as nowadays the Airport Authority of India is
becoming very strict in relation airport security and maintenance. Such irresponsible
behaviour will draw many lawsuits towards the airport and might even shut it down, if not
rectified properly.
After the buffalo incident Indias civil aviation ministry asked the Airports Authority of India
which controls most of the airports in the country including the one in Suratto
investigate the security breach. The ministry also directed the Airports Authority to check all
small airports across India where there are similar safety issues and take remedial steps. This
incident brought a great issue whether Surat airport should be allow to increase its operation
because after these incident many aviation company refused to expand their operation and
enter into Surat airport.

Environmental
Nowadays airports are also focusing on being energy efficient. Like recently, the Kochi
airport was developed as the first airport in the world to operate on solar power. As of now,
Surat airport is not following any such practices. But our company has kept many such
energy efficient practices in the new plan for Surat airport. We have also kept Enchanted
Garden Lounge, which will keep the passengers connected to the nature even when they are
inside the airport.
Moreover, Surat is ranked 3rd cleanest city in India, which obliges the authority of airport to
maintain and support with the environmental issues. The Swach Baharat Abhiyan motto can
also affect airport, hence, airport has taken steps of keeping airport clean with proper
mechanisation of waste. There will be use of sustainable energy- LED lights installed in
airport which reduces the energy consumption. The future plan includes installation of solar
panels which will take Surat airport to another high level.

23 | P a g e

ETHICAL & LEGAL ANALYSIS

Legal Requirements
Grievance Redressal Mechanism
Passenger Grievance Redressal Mechanism is as specified in following regulations/guidelines
issued by DGCA:
1. CAR, Section 3, Series M, Part I
2. CAR, Section 3, Series M, Part IV
3. Air Transport Circular 01 of 2014

For grievance redressal, you may take up the matter with Nodal Officer of the
concerned airline/airport operator with regard to air travel related issue.
If the issue is unresolved with Nodal Officer, you may take up matter with Appellate
Authority of the concerned airline/airport operator for resolution.
The contact details of Nodal Officer and Appellate Authority are displayed by the
airline/airport operator on their respective website/key areas at airport.
Airline/Airport operator is required to redress the grievance within one month.
In case of non-redressal of the matter within the stipulated time frame, you still have an
option to take up the matter with DGCA at sugam.dgca@nic.in or complain to the statutory
bodies set up under relevant applicable laws.

Nodal Officer & Appellate Authority

Contact details of airline Nodal Officer and Appellate Authority

For travel related grievance, you may follow the web-links of concerned airline to
contact the Nodal Officer and the Appellate Authority

24 | P a g e

Airlines

Web
Address

Nodal Officer and Appellate Authority

http://www.ai
rindia.com/
http://www.airindia.com/Images/pdf/Citiz
http://www.ai ens-Charter-amended.pdf
rindia.in/

http://www.je
http://www.jetairways.com/EN/IN/Terms
tairways.com
AndConditions/GeneralTermsandConditio
/EN/IN/Hom
ns.aspx
e.aspx

http://spicejet
http://spicejet.com/ContactUs.aspx
.com/
https://www.
goair.in/

http://goair.in/contactus.aspx

https://book.g https://book.goindigo.in/Information/Cont
oindigo.in/
actUs
http://www.ai
rcosta.in/ebo http://www.aircosta.in/ebooking/Static/Co
oking/home/d ntact-Us.aspx
efault.aspx
http://www.ai
rasia.com/in/
en/home.page
http://www.airasia.com/in/en/latest?gclid=CKPnews/grievance-redressal.page
mbqrkr8CFQ
qTjgodaGkA
yQ

25 | P a g e

 Travel Issues
Refund

Amount refunded by airline should consist of:

Passenger Services Fee

Airport Development Fee(ADF)/User Development Fee(UDF)
Service Tax
You can either take the refund or opt to utilize the same for future travel.

26 | P a g e

Delays

Terms & Conditions

Airline has no obligation to compensate, if the delay is caused due to extraordinary

circumstances.
Operating airline shall have absolute discretion in selection of hotels under the given
circumstances.
If you have checked-in on time, and the airline expects a delay beyond its original
announced scheduled time of departure or a revised time of departure, you are entitled to
facilities in accordance with CAR, Section 3, Series M, Part IV.
Instructions
To get timely information on flight delays, please ensure that you have provided correct
contact details to the airlines at the time of booking

Cancellation
To What Extent are you Entitled for Compensation?

Airline is required to refund the ticket in case you are not willing to travel on its
alternate or the subsequent flight or on another airlines flight.
Your refund will be processed by the airline in accordance with CAR Section 3, Series
M, Part II.
Airline is bound to provide you alternate travel opportunities at no additional cost, if
you so desire.
27 | P a g e

If you have already reported at the airport to undertake journey on original flight and
waiting for the alternate flight, airline is bound to provide you meals and refreshments.
You will not be entitled for any compensation in case you dont accept alternate travel
arrangements offered by the airline or when the cancellation occurs due to extraordinary
circumstances beyond the control of the airline.
Force Majeure Circumstances
You will not be entitled for compensation on account of cancellations and delays caused due
to extraordinary circumstance(s) beyond the control of the airline, such as:

Natural disaster
Civil war
Political instability
Security risks
Insurrection or riot, flood, explosion, etc.
Government regulation or order affecting the aircraf.
Strikes and labour disputes causing cessation
Meteorological conditions
Cancellations and delays clearly attributable to Air Traffic Control (ATC)
Slowdown or interruption of work or any other causes that are beyond the control of
the airline but which affect their ability to operate flights on schedule
Terms & Conditions
Airline is required to provide you information on cancellations of your flight as far in
advance as possible of the scheduled time of departure.
If you have not been informed at least three hours in advance about the cancellation of
your flight, the airline is liable to provide you compensation in accordance with CAR,
Section 3, Series M, Part IV.
To get timely information on flight cancellation, please ensure that your contact
details are provided to the airlines at the time of booking.

28 | P a g e

Denied Boarding
To reduce the possibility of flight departing with empty seats, airlines generally overbook
flights to a limited extent. In case of overbooking on a particular flight, there may be
circumstances on a particular day when more passengers report for the flight than the number
of seats available. Under such conditions, airline may deny boarding to you while you may be
holding confirmed bookings for travel on the flight and reported for the flight well within the
specified time ahead of the departure of the flight.

Baggage

Terms & Conditions

Before travel, you must check that size of your hand baggage is as per the dimensions
specified by the airline. Oversized hand baggage can lead to overloading and create safety
hazard.
Avoid carrying dry cell batteries, knives, alcohol, scissors, sharp instruments, tools,
fire arms, ammunition and their toy replicas in the hand baggage as these items are
prohibited.
For safety and security, you should carry currency, precious metals, jewellery,
negotiable instruments, securities, personal identification documents and other items of value
in your hand baggage.

29 | P a g e

Charges
Please check the following from the airline you intend to fly:

Free baggage allowance

Charges for baggage beyond free limit.
Charges for special equipment like musical, sport, arms & ammunition, etc.
Compensation
You should check the liability of airlines in case of loss, damage or delayed baggage.
In case of loss, damage or delayed baggage, you are required to contact airline and
collect Property Irregularity Report (known as PIR) before leaving the airport. You will also
need to put in a written claim to the airline.
In case of damaged baggage, airline may pay you for repair of your baggage or
provide replacement baggage.
Airline is liable to pay you compensation in case of loss, damage or delayed baggage
as per the provisions of The Carriage by Air Act, 1972.
Booking Issues
Be careful about time
Some airlines use 24 hour clock time while displaying available flights. You may wrongly
book a flight departing at 04:31pm rather than 04:31am and may miss your flight.
While making booking online, double-check the dates, time of flight(s) and your names as
indicated in the passport or ID Card.
Be careful about spellings
Misspelled name on a booked ticket may lead to the following complications:

Refusal for reimbursement by your office for official journey.

Denial of entry into airport by security due to mismatch in the name on your identity
card and the booked air ticket.
Denial by airline at the time of check-in.
Denial by immigration authorities.
If anything entered wrongly, airline may charge for the changes in the ticket.
Be careful while selecting services

While making booking, you should opt for only those optional services which you
really want to avail during flight.
Booking without proper care may result in opting of chargeable services not desired
by you and comparatively higher ticket price thereto compared to your fellow flyer.

30 | P a g e

 Instructions
You must read the terms and condition of carriage, fare components, airline fare refund
policy, limit of free baggage, etc. before booking air ticket.
These conditions are displayed by the airlines on their websites.

Advisory for Passengers

Airfare Overcharging

Caution for Passengers

If you have purchased ticket through a source other than the airline website/office,
you may verify the fare details including refund policy from airline website/office in case of
doubt of being overcharged.
If airline levy any charge over and above the single consolidated fare, you may clarify
with the airline concerned.
Rules Governing Airfare
Rule 135 (2) of the Aircraft Rules 1937 requires airlines to display a 'single
consolidated fare' and give its break-up also for consumer's benefit.
You must check the total fare and its break-up on your air ticket.
For the purpose of fare, tax is always payable to the Government and fees is payable
to the service providers for provision of any service or facility rendered to the passengers.
Conditions of Carriage

Airlines are required to maintain current insurance for an amount adequate to cover its
liability towards passengers and their baggage, crew, cargo, hull loss and third party risks in
compliance with the requirements of the Carriage by Air Act, 1972 or any other applicable
law.
Your ticket is an evidence of the contract of carriage between the airline and you.
Please ensure that ticket issued to you contains conditions of carriage including the
liability of the operating airline.
You are also requested to read carefully the terms & condition of carriage by air on
the website of airline of your choice before booking.
By doing so, you enter into a contractual agreement with the airline for air carriage.
Ethical Code of Conduct
Legal, Honest and Ethical Conduct

31 | P a g e

All the employees are required to conduct their duties legally, honestly and ethically, when
acting on behalf of the Company or in connection with the Companys business or
operations.
They shall

Act in the best interests of, and fulfil their fiduciary duties to the stakeholders of the
Company;
Act honestly, fairly, ethically, with integrity and loyalty;
Conduct themselves in a professional, courteous and respectful manner;
Act in good faith, with responsibility, due care, competence, diligence and
independence;
Act in a manner to enhance and maintain the reputation of the Company;
Treat their colleagues with dignity and shall not harass any of them in any manner.

Compliance with Laws, Rules and Regulations

The policy of the Company is to comply strictly with all laws governing its operations and to
conduct its affairs in keeping with the highest moral, legal and ethical standards. Accordingly,
the Directors and Key Management Personnel shall respect and obey the laws of the
jurisdictions in which the Company operates and comply with all applicable laws, rules,
regulations, agreements, guidelines, standards and internal policies, including other
requirements incidental thereto. The Company has an Insider Trading Policy, the adherence
of which shall be ensured, in letter and spirit. The Directors and Key Management Personnel
are expected to have knowledge of laws and regulations affecting their job responsibilities
and avoid any involvement in acts known to be illegal, unethical or otherwise
improper. When in doubt, the Directors and Key Management Personnel may seek assistance
from the Chief Financial Officer or the Compliance Officer of the Company.
Disclosures standards
As a Listed entity, the Company is committed to full, fair, accurate, timely and
understandable disclosure in reports and documents that it files with, or submits to, the
regulatory authorities, SEBI, Stock Exchanges and in other public communications of the
Company.
In support of this commitment, the Directors and Key Management Personnel shall be
responsible for establishment and compliance with the disclosure and reporting requirements
and internal controls over financial reporting.

Competition and Fair Dealing

The Management and employees of the organization are obligated to deal fairly with each
other, the Companys associates and with the Companys customers, suppliers, competitors
32 | P a g e

and other third parties. Any employee should not take unfair advantage of anyone through
manipulation, concealment, abuse of privileged information, misrepresentation or any other
unfair dealing or practice. They should not discriminate on the basis of gender, race,
nationality, caste and creed.
Relationships with Suppliers
The Company deals fairly and honestly with its suppliers. This means that our relationships
with suppliers are based on price, quality, service and reputation. Specifically, no employe
should accept or solicit any personal benefit from a supplier or potential supplier that might
compromise, or appear to compromise, their objective assessment of the suppliers products
and prices. Directors and Key Management Personnel can give or accept promotional items
of nominal value or moderately scaled entertainment within the limits of responsible and
customary business practice.
Relationships with Competitors
The Company is committed to free and open competition in the marketplace. Directors and
Key Management Personnel should avoid actions that could reasonably be construed as being
anti competitive, monopolistic or otherwise contrary to laws governing competitive practices
in the marketplace, including antitrust laws. Such actions include misappropriation and/or
misuse of a competitors confidential information or making false statements about the
competitors business and business practices.
Compliance with Code
Any violations of the Code shall be promptly reported to the Compliance Officer. All
employees are expected to do the following:
(a) Maintain the highest levels of professionalism, honesty and integrity.
(b) Comply with relevant laws and regulations: The operations of the company must be
conducted in compliance with all applicable laws and regulations (including, without
limitation, any applicable economic sanction, anti-money laundering and anti-corruption laws
and regulations). Compliance with the law means observing the letter and spirit of the law as
well as managing the business of our company so that the company is recognized as a good
corporate citizen at all times.
(c) Comply with companys policies: Companys employees must familiarize themselves
with and comply with the companys policies in carrying out their duties. Companys policies
are available on intranet.
(d) Perform their duties ethically, honestly, responsibly and diligently, and in the best interests
of the company.
(e) Ensure that confidential information relating to the company or its operations remains
confidential at all times. This includes complying with the Disclosure and Communications
Policy.
33 | P a g e

(f) Treat customers, suppliers, other employees and all other persons using or associated with
the company with respect, courtesy and dignity in the spirit of companys aspiration of
Making Journeys Better.
(g) Comply with division and department specific service standards to deliver against
companys aspiration of Making Journeys Better internally and externally.
(h) Ensure that their behaviour or actions (directly or indirectly) do not cause public
embarrassment or bring the image of the company into disrepute.
(i) At all times use appropriate behavior (including language) and present a positive and
professional image of themselves and the company.
(j) Maintain a standard of dress and appearance at work that is appropriate to the work
environment including ensuring compliance with relevant uniform standards, guidelines and
policies.
(k) Take all prudent steps to ensure the protection of companys assets and resources, and to
minimize the possibility of theft by any person. Companys employees must ensure that
companys assets and resources are used only for the purposes of the company and in
accordance with appropriate authorizations.
Ethics Line
It is the companies 24 hour global reporting service, operated by an independent company
called where you can ask questions or raise concerns in confidence about matters of
compliance with the Code of Business Conduct or the law.
Ethics Line is open to all employees, customers and other stakeholders to report their
concerns. However, it cannot be used to report general customer or other complaints. These
should be channeled through our dedicated feedback channel.
Employees can submit a report in three ways:
1. Call the Ethics Line phone number for your home country. Reports can be made in
over 300 different languages.
2. Send an email with the details of your concern to ethicsline@expolink.co.uk
Employees call or report will be taken by a trained operator who will give you a unique PIN
code which you can use to follow-up on the report you have made. They are free to leave
your contact details or lodge your report anonymously.
Their report will be forwarded to a Compliance Officer who will review the report and decide
on the appropriate action to take. If the report relates to a query, advice will be given in
response after liaising with a subject matter expert. If the report relates to an allegation of
wrongdoing, an investigation team will be assigned and the matter will be investigated
internally according to our own guidelines, consulting with external experts where required.
34 | P a g e

35 | P a g e

SURAT AIRPORT GAP MODEL

The gap model (also known as the 5 gaps model") of service quality is an important
customer-satisfaction framework.

GAP
1
Knowledge
Gap:
Gap
between consumer expectation
and
management perception: arises when the management or service provider does not
correctly perceive what the customers wants or needs. Thus not knowing what
customers expect.
Consumer expects basic services like proper food, medical aid , financial facility like
banking or currency exchange available, hygienic washrooms etc at Surat Airport.
Management perceives that the small food shop is sufficient and proper, financial
facility through an ATM is sufficient, thus creating a knowledge gap. This gap will be
overcome by market research and surveys. Thus the Smart airport will have these
facilities to fill the gap

ATM
Baggage wrap services
Bookings
Cab service
Foreign exchange
Lounges
24 hour medical services
Telecom
Spa

Eat:
36 | P a g e

Cafe
Casual dining
Coffee shop
Grab n go
Quick service restaurants

Gap
2
Standards
Gap:
Gap
between
management
perception
and service quality specification: this is when the management or service provider
might correctly perceive what the customer wants, but may not set a performance
standard. Not selecting the right service designs and standards.

At Surat Airport this gap can be avoided by setting proper standards for each activity.
Moreover there will be use of more automatic system so that the activities work more
systematically and in a standardized way. For this, proper training sessions will be held for
the employees of all levels.

GAP 3 Delivery Gap: Gap between service quality specification and service delivery:
may arise pertaining to the service personnel. This could arise due to there being
poor training, incapability or unwillingness to meet the set service standard. Thus, not
delivering to service standards.

At Surat airport this gap exists like one of the equipment which is the scanning machine
didnt work for a period of time which is one of the point of contact in service delivery. Here
the service quality specification must be proper checking of baggage but the security guards
had to check by opening bags because of non functioning of the machine. This affected the
emotions of the consumers as they were embarrassed at some points.

GAP 4 Communication Gap: Gap between service delivery and

external communication: consumer expectations are highly influenced by statements
made by company representatives and advertisements. The gap arises when these
assumed expectations are not fulfilled at the time of service delivery. Thus not
matching performance to promises.

This gap can be avoided at Surat Airport by providing full information through kiosk, digital
boards, and maps at information desk to get around the airport.

37 | P a g e

38 | P a g e

BCG MATRIX

Surat Airport falls under the second category .i.e. Question Marks. Question marks also
known as problem children are businesses operating with a low market share in a high
growth market. They are a starting point for most businesses. Question marks have a potential
to gain market share and become stars, and eventually cash cows when market growth
slows. We were able to position Surat airport under this quadrant because of the following
reasons:
1. Infrastructure
The infrastructure of Surat airport is very under developed at this point. The building
is way too small and also, the flight connectivity is very less. Right now, flights are
scheduled to Jaipur, Mumbai, Delhi and Kandla. There is no proper security system in
place. Sometimes the baggage scanning system does not work, so the airport staff has
to open everyones bags and check them personally, which becomes a very tedious
process and also, embarrassing for the passengers. Also, there is no proper
announcement system. An airline staff comes and announces the arrival of flights.
Passengers have to walk from the airport to the flights. There are no transportation facilities
available to the airport like, bus. A lot needs to be done to improve the infrastructure of the
airport, so that we are better able to serve the passengers and also, this tarnishes the image of
the company in front of the foreign passengers that arrive.

39 | P a g e

2. Services Provided
Inside the building, services provided are also not up to mark. There is no proper
seating arrangement for the passengers. Also, there are no restaurants or food stalls
inside the airport building for the passengers. No additional services are provided to
the customers like day care, Wi-Fi, escalators, parking space, taxi availability outside
the airport etc.
Our survey has revealed that most of the passengers who have visited the Surat airport think
that all the services at the airport are either satisfactory or unsatisfactory, but very less people
have said that the services are good. Because of the under developed facilities most of the
passengers rate their overall experience as satisfactory or unsatisfactory but not good. The
airport needs a lot of changes in relation to services, so that the airport is able to make more
revenue and satisfy the passengers by providing people with want they expect.
3. Passenger Traffic
Surat being the hub of the Diamond and Textile business in India, has the largest
wholesale market for these polished diamonds and is well spread not just in India but
over the World. So, many foreign customers visit Surat with hopes of doing business.
Also, many local dealers visit foreign or need to send their goods outside. If the Surat
airport is developed, the dealers do not need to go to Mumbai or Baroda for foreign
connectivity. Hence, needless to say, the passenger traffic is large, from the South
Gujarat region and from within the city, the potential is huge and possibility is
immense, it is just a matter of putting in the right effort, administrative will and
governments sincere initiative to make this vision a reality.
So we can see because of the above reasons, the market share of Surat airport in very low but
there is a huge potential for market growth. So we can say that with proper strategy
implementation. Surat airport has the potential to move to the stars and then, cash cows
segment. But a lot of hard work and strategic planning is required to make it possible.

40 | P a g e

DETAILS OF THE PLAN

CAPACITY

Square Ft. Area- 2,134 acres with 25 million passengers travelling capacity per year.
Check in Counters- we have kept 36 check-in counters taking into consideration the
number of airlines coming, and we 18 KIOSK counters.
Elevators, Escalators, Walkways- The airport consists of 85 elevators, 47 escalators,
including walkways.
Runway- 3,350 m.

SECURITY CHECK-IN
There is security check in as soon as a flyer enters the airport. Siemens, one of the few
companies worldwide with the expertise to offer a comprehensive integrated package for
all airport-related services and processes, was largely responsible for this resounding
technological success behind Bangalore International Airport, supplying and installing all
the technical systems for the massive, ongoing project. Siemens equipped the airport with
numerous turnkey components as part of the order (valued at 100 million Euros) for the
supply and installation of airfield lighting, IT systems, networks and communication,
check-in systems, x-ray systems, baggage handling systems and passenger boarding
bridges.
Siemens was also enlisted to undertake the installation of power supply, low-voltage and
medium-voltage power distribution, safety and security technology, fire detection and alarm
systems and building automation systems as well as a number of mechanical components
such as gangways, elevators and escalators.
Hand luggage that needs a second check is then split from the stream of approved trays, and
goes through another X-ray machine at the end of the lane. Baggage no longer needs to be
returned to the X-ray in the lane, which saves time and is much more practical. But its not just
about making security faster; our new security areas have been designed to radiate calm, with
plants, noise-reducing materials, wood-covered ceiling and more natural light. The system is
part of our Security Experience initiative, which tries to provide security as a service, not a
cumbersome necessity.

41 | P a g e

 BAGGAGE HANDLING SYSTEM

Streamlining processes, improving rates

Steadily increasing passenger numbers, ever-tighter security standards and the continuous
need to operate profitably are the main challenges facing airport operators. Today, state-ofthe-art baggage handling systems and concepts are one of the keys to ensuring efficient
airport operations. We help you streamline baggage handling processes to increase
throughput and improve handling rates.
Check-in
Whether staffed check-in counters or self-check-in kiosks with or without integrated bag
drop our systems can be adapted to meet your requirements. Equipped with the latest
weighing and material-handling technologies, they make check-in quicker and more
comfortable for a growing number of passengers. Our innovative solutions increase
productivity for airline operational staff, keep investments low and create a positive
passenger experience.
For modernization projects and new installations alike, we provide seamless check-in system
integration and linkage to security checkpoints. Together with our state-of-the-art control
systems, airports can operate much more flexibly: check-in counters can be linked to any
42 | P a g e

given sorting destination via material handling equipment.

Screening and Reading
Baggage screening has to be thorough and as fast as possible. Our x-ray strategies are
perfectly integrated into the material flow of your baggage handling system. We offer
solutions for lobby screening and in-line screening.
The initial inspection after check-in is fully automated. Questionable baggage is evaluated
automatically and, if needed, manually by trained personnel. If necessary, the baggage can be
ejected and inspected by authorized personnel in the presence of the passenger.
Our reading technologies for automatic baggage identification push recognition rates to a
maximum. From conventional barcode reading and RFID (radio-frequency identification)
tags all the way to Siemens new Baggage Vision System, airports and airlines benefit.
Baggage Vision System
Baggage labels with barcodes can end up torn or twisted as a result of wear and tear. Once a
label can no longer be clearly read, the baggage item has to be diverted to manual coding
stations. This causes delays for some suitcases and bags. The Baggage Vision System does
not rely only on the barcode, but instead combines barcode reading with optical character
recognition (OCR) to identify the flight number and destination airport shown on the label.
This results in better recognition rates and reduces the number of bags diverted to manual
coding stations.
Transport and Sorting
We find the solution for your baggage handling equipment needs using a whole range of
elements from conventional conveyor belts and high-speed tray conveyors down to
components such as curves, junctions, distributors, swivel diverters, tilt trays and sorters.
Regardless of whether your system uses tilt-tray, cross-belt or tray sorters, we have the
suitable equipment and know-how. Our portfolio covers everything from simple systems for
low throughput to complex, integrated, automated systems for peak operation performance.
We always have a solution to perfectly meet your sorting and throughput needs.
Our portfolio supports quick, straightforward capacity expansions of existing systems,
including fast connections to previously implemented logistics processes and IT
environments.
Baggage Storage
Our high-performance baggage stores for early bags and for peak times offer flexible
capacities and short retrieval times. The baggage is held in the early baggage store (EBS)
until the respective flight is ready to be processed. The baggage is then transported to the
make-up, where it is placed onto baggage wagons or in ULDs (Unit Load Devices) and then
loaded into the airplane.

43 | P a g e

Baggage Warehouse
The Baggage Warehouse is considerably faster, more economical and more environmentally
friendly than other systems. All types of baggage are transferred completely automatically,
just as in a high-bay warehouse. Instead of stacker cranes, the system employs the so-called
Lift & Run system. The system was developed by employing technology that has proven
effective in distribution logistics centers for years.
Baggage Make-up and Reclaim
Our baggage carousels are high-capacity conveyor systems designed for use at either
passenger reclaim areas or baggage make-up sorting areas. In the passenger area, stainless
steel cladding is commonly used. In the make-up are, the cladding is generally painted. The
carousel can be provided in a wide range of configurations, from simple loops to complex
shapes incorporating both internal and external curves. Maintenance is made simple through
easy access to both the drive and the drive belt. Reliability and long service life ensure
excellent life-cycle costs.
Baggage IT
As an integrated, component-based software solution framework, Baggage IT is ideally suited
for sort management, material flow optimization, technical monitoring and supervisory
control.
Baggage IT uses dedicated components for baggage handling processes such as sort
allocation planning, hold baggage screening, early bag store control and plant visualization.
All main processing rules are configurable to ensure easy adaptation to new or altered
processing requirements, for example in the area of security regulations.

44 | P a g e

 AIRPORT FACILITIES
1. Airport Information - where we provide maps to get around

2. Airport Butler- Travel effortlessly with Airport Butler. Airport Butler offers
customized airport concierge services including meet and assist for
departing, arriving and connecting passengers.
From helping with check-in to personal shopping, Airport Butlers variety of service
options can be tailored for any passenger-business executives, travellers with small
children, non-English speaking travellers, senior citizens, and those simply wanting to
enhance their Airport experience.
Services include:

Direct assistance from gate to curb (arrivals) or curb to gate (departures)

Assistance with baggage and check-in process
Connecting flight support
Assistance during flight delay or cancellation
Lounge reservations prior to flight
Ground transportation arrangements
Personal shopping at the airport
Meeting guests with flowers or customized gifts
Private meeting room arrangements
Business services including printing, copying and document translation

3. Special Assistance Wheelchair Assistance -Wheelchairs are provided by Airlines/Ground

handling Agencies from their counters at visitors lobby located near Entry gate
1 & 8 at Departures.
Passengers may contact Airlines/Ground Handling Agencies' counters in the
visitors' lobby as per location chart. List of Airlines handled by respective
Ground
Handling
Agencies.
In order to facilitate passengers, DIAL has provided 10 dedicated phones at
departure forecourt drop off lanes which connect passengers to respective
ground handlers or Airlines for provision of wheelchairs.

Passengers with Reduced Mobility: Parking Facilities- Departure visitors

are permitted to park their vehicle for 15 minutes at parking slots at Departure
Curb. These parking slots are opposite gate 2 & 7 at Lane 2 & 3.

45 | P a g e

PRM Zone at Arrival Forecourt - PRM zone is at lane 2 and 3 near metro
station entry gate. Vehicle parking at this location is not permitted as these
locations are used only as pick up/ meeting points for arriving PRM
passengers.

4. Child Care-

Unaccompanied Minors- Airlines provide assistance to unaccompanied children

below 12 years. Airline staff takes responsibility of the minor post check-in until
handing over to an authorized person at the destination

Child Care Rooms- Travelling with your young ones can be a challenge, we
understand this and have specialized child care rooms available, so you can take care
of your tiny tots in the same dotting way you always do. Parents can avail this facility
for providing to their childs essentials such as feeding, changing diapers etc.

Baby Strollers- To make the best of your family travel experience, we also provide
baby strollers, you may follow the below mentioned details to avail baby strollers
when at the airport.

Kids Spot (Play Zone)- The Play Area at managed by Funky Monkey, is a treat for
the toddlers between 2 to 12 years of age. The area is designed as an adventurous
Jungle Safari. The layout, materials and equipment are 100% child-friendly, keeping
up with requisite safety measures. Moreover, the concept provides young flyers with
variety of books to keep them entertained. The play area is free of cost, easy to access
and well attended by trained assistants, round the clock. So next time you are at the
airport, drop in for some me time for both you and your little one. When parents are
entering the Play Zone, the parents need to give their name and number, to contact
just in case the child gets lost.

5. Medical Centre- We are fully equipped to look after your health and well-being.
There are specialized Medical Inspection (MI) rooms, doctors and paramedics along

46 | P a g e

with fully equipped ICU ambulances available at the airport to attend to any medical
emergencies, 24/7.

6. Ambulance Facility- For any medical emergencies, we at have made fully

equipped ambulance with trained doctors available on the spot. Passengers can
get in touch with the Terminal Manager or the Airport Contact Center for any
medical emergencies.
7. Business & VIP facilities Lounges- PLAZA PREMIERE LOUNGE- Designed to tickle your senses in a
creative manner with a local touch, the new lounges feature facilities ranging from
shower rooms, napping rooms, spa treatment rooms, business centre, to dine, to
provide travellers with the best level of comfort and hospitality at the terminal.
Our knowledgeable and welcoming team is always at hand in our locations across
the globe to make sure your journey is seamless, from kerb to apron and apron to
kerb. We can organize everything from welcome gifts, one-stop pickups, and
lounge stays, provide immigration and security assistance, buggy service, and
luggage handling. Our expert concierges can also recommend restaurants, hotels
and places to visit, or even a full travel itinerary for your trip. We give you the
luxury of spare time and provide the support and facilities to help you make the
most of it. We are here for you any time, anyway.
8. Communication- All areas are Wifi enabled and offers internet services with high
speed using portable personal computers and digital personal assistance free of
cost.
Accessing internet- To access internet, the system prompts for the browser
to enter the mobile number after which a username and password to access
internet is sent to the user.
STD/PCO booths are available at various locations in the airport to enable
phone calls. Laptop and mobile charging points are available at select
locations to enable your comfort and easy communication.
9. Entertainment- The airport provides various avenues for entertainment.
Televisions are placed at various locations in the airport for viewing. All areas are
Wifi enabled and offers internet access free of cost.
10.

Nap & Massage- The Nap & Massage Lounge offers tranquil and serene
surroundings for you to relax and rejuvenate after the tiring flight journey. Enjoy
your own privacy here to check on your emails, have a SPA treatment, a heavenly
shower followed by a little nap before you head on to another busy day.

11. Sleeping at airport 47 | P a g e

 Sleeping point- a new dimension to the airport lounge. SAMS SNOOZE AT MY

SPACE, an innovative concept introducing Sleeping pods and pay-per-use lounges
is available to you, offering you personal comfort rooms, for the first time in India.
Hitech Architectural (I) Fabricators Pvt. Ltd introduces an incredible opportunity,
an architectural delight and just the right stop for air passengers in transit /
departure area to sleep, relax or work in their own comfort zone within plush
interiors.

12. Shop & Eat Shops:

Beauty and wellness
Convenience travel & news
Electronics
Fashion & accessories
Jewelery & gifting
Packed food and confectionaries
Perfume cosmetics
Souvenir gifts
Toys
Travel accessories
Automated gourmet 24 (vending machines)
Eat:

Cafe
Casual dining
Coffee shop
Grab n go
Quick service restaurants

13. Left Luggage- A lot of people may find that having to carry their heavy bags
around to be a bit of a chore, this is why Left Luggage is on hand to help lighten
the load and allow you to safely and securely store your Left Luggage at our
secure storage facility until your return whether this is a matter of hours, days or
weeks.
Our luggage storage facility is manned by professional security staff and we only
accept luggage once we have put it through our state of the art x-ray machine for
security screening, so you can be sure that your bags will be completely safe at
Left Luggage.
Rate Card:
Baggage
Description

0 - 2 Hrs
(Rs.)

Every Subsequent
Hour (up to 8 Hrs)

Flat 24 Hrs and

every additional
48 | P a g e

(Rs.)

day up to 30 days
(Rs.)

Small (Less than 7 150/- per bag

70/- per bag
800/- per bag
kgs)
Medium (7.1 to 20 200/- per bag
100/- per bag
1200/- per bag
kgs)
Large (Above 20 300/- per bag
150/- per bag
1600/- per bag
kgs)
14. Parking- parking charges for drop-offs are Rs. 150 per hour and Rs. 50 thereof.
15. Park N Fly- So many things are stress inducing nowadays and some are out of
our control. And when it comes to flying, getting to the airport & parking, the
stress and the out of control saga intensifies.
But there is a simple solution: the fabulous Park N Fly "The first of its kind airport
parking" a much needed alternative for business travelers needing a service oriented
airport parking option of "Driving Your Own Car to & from the Airport" Travelers can
also book online and guarantee their airport parking under Park N Fly facility. The entire
experience is a win-win situation. Travelers will realize savings of over 45% while
parking at airport when they choose Park N Fly.
As a service provider we can guarantee the economical, efficient, enjoyable and peace of
mind Park N Fly experience where airport parking at New Delhi Airport need not be a
hassle.
Vehicles are parked in safe, well guarded and secure lots with 24 hour CCTV security
surveillance. When one returns from a trip, the Park N Fly service is reassuringly a
pleasure.
Park N Fly Special Discounted Rates :
1. First 24 hrs Rs. 500/2. Next 24 hrs or part thereof Rs. 200/3. Every Subsequent 24 hrs or part thereof Rs. 100/Features:
1. Lower Rates.
2. Convenient & Hassle free parking.
3. Convenience of parking at Level 0.
4. Dedicated Customer Service for Park N Fly customers.
49 | P a g e

5. Reserved & Safe Parking.

6. No more hassle of arranging & chasing taxis to reach/leave the airport on time.
7. More time for family and self.

50 | P a g e

ENTRY PROCESS-

Passenger will book P&F through DIAL website and after payment process
will get a booking ticket with T&C. Passenger needs to produce a hard copy
of online booking or unique code of the booking for cross tracking at the time
of parking the vehicle.
Passenger will enter parking after collecting the parking ticket
at the entry gate/ barriers.
Passenger will park his car at designated Park and Fly bays and
proceed to Customer Care Office (MLCP: Level 0 or Terminal 1:
T1D).
Passenger will submit the online booking ticket or present the unique
booking ID. Passenger will also need to submit photocopy of vehicle RC
and valid photo ID.
Upon receiving the duly completed form along with the
supporting documents and cross checking the same with our
online booking mail database, Manager/ Executive on duty will
endorse the booking and stamp the parking ticket with P& F seal and note
down the parking ticket no./ universal number on the standard format. At
Terminal 1, same ticket number will be activated from the system.

51 | P a g e

EXIT PROCESS-

Activity
Upon return, Passenger will present the parking ticket to the CSA
for payment at the pay booth at MLCP or at the Exit booth at
Terminal 1.

CSA will verify and upon confirmation, process the ticket and
charge as per the Park & Fly Tariff.
Upon collection of payment from passenger, CSA will validate
the ticket and issue a receipt along with the exit ticket.

After collecting the validated

exit from the parking area

ticket and receipt, passenger will

Car wash is available on request.

16. Valet Parking - Convenient & time saving Valet Parking Service is now available
for you at one of Indias busiest airports. Valet Parking is a premium service
provided to all customers who wish to avail the service. Terminal-3 valet parking
is one of the most convenient airport parking option and is nearest to the terminal,
as your car will be parked for you by one of our friendly, trained & uniformed
valet drivers. All you have to do is turn up at Terminal 3 through service road
(follow signs to valet parking area), hand your keys over and make your way to
the terminal building.
The Valet Parking is competitively priced at Rs. 200 for 2 hours and we offer high quality
service and convenience.
Visitors Entry ticket
Many a times one longs to have those extra few minutes where one can spend to see off
their loved ones at the airport. Also, the joy of receiving loved ones inside the airport as
soon as they collect the check-in baggage is incomparable. To add this personal touch
Terminal-3, IGI Airport, New Delhi has a facility of Visitor Entry Ticket managed by
DAPS. Just simply buy the visitor entry ticket and enjoy those extra moments with your
loved ones. You can also enjoy shopping from the retail boutiques like WH Smith, Baker
Select, Gourmet Select, Liquor world, etc or relish the culinary delights from Costa
Coffee, Vango, Caf Coffee Day, foodies bar, The Food Street, etc.
52 | P a g e

17. Lost And Found- We have a special trained dog department where our dogs return
belongings lost by passengers on flight, or by flyers inside the airport.
The Item may be claimed by the Owner and should be in possession of the following
documents:1. Copy of Boarding Card/ proof of journey
2. Copy of Passport/ ID card issued by any Government Unit
3. Details of the items being claimed.

ITEM MUST BE COLLECTED WITHIN 90 (NINETY) DAYS FROM THE DATE OF

DEPOSIT. ON EXPIRY OF 90 DAYS IT IS DISPOSED OFF AS PER GOVERNMENT
DIRECTIVE AND HANDED OVER TO CUSTOMS 011-25652089 THIS
DEPARTMENT WILL NOT BE LIABLE FOR ANY TYPES OF FURTHER CLAIM.
18. India Explore- a special store which explores the culture and heritage of India
which includes souvenirs, books, etc. related to India tourism, the most famous
cities in India, including Surat.
19. Chilled Water Piping- The chilled water piping has a complex distribution network
of 28 km, circulating chilled water between the plant room and the terminal.

20. Prayer Room- You need not compromise on the peace and tranquility you need to
pray or meditate just because you have a hectic travel schedule. Take a moment and
attain the much needed peace and quiet by availing the benefits of our
Prayer/Meditation room. Unwind, relax or get in touch with your spiritual side.
21. Foreign Exchange- When travelling to a new place, getting your currency exchanged
should be the simplest of transactions. For the convenience of commuters and tourists,
there are a number of foreign exchange counters throughout, so you are at ease the
moment you step out of the airport.

22. Baggage Wrapping- Travel Protect offers passengers peace of mind while traveling
with an environmental friendly plastic luggage wrapping service using state of the art
European technology.
Baggage wrapping charges are Rs.99-599 per bag (as per the bag size)

53 | P a g e

23. Fire Alarm System- In order to protect lives and property at airports, it is vital to
quickly detect, locate, verify, and contain fires. Terminal halls pose special challenges,
with their crowds, high ceilings, large open areas, and long distances to emergency
escape routes.
Bosch modular fire panels and detectors are ideal for this and more. They apply multiple
intelligent criteria to ensure early, reliable detection with high immunity to false alarms
and fast responses. A large number of detectors can be connected in loops of up to 3000 m
and networked to cover multiple buildings. The panels automatically notify the airport fire
brigade, in addition to interfacing with sprinkler, ventilation, and public address systems as
well as the Bosch Building Integration System (BIS) to fight fire events of all kinds and
coordinate the evacuation of large groups of people.

24. Coordinated Evacuation

In the event of a fire or other emergency event, it is vital to maximize safety by evacuating
the stadium. Large-scale evacuations take time, and the situation can quickly become
dangerous if panic breaks out. Clear announcements support coordinated evacuation to keep
everything under control.
Modular public address and voice evacuation systems from Bosch facilitate this. They let you
make announcements in certain zones only or everywhere at once. Crystal-clear sound
quality from a wide range of loudspeakers ensures full coverage and audibility throughout the
airport.

The Fire Alarm System (FAS) comprises of 70,000 detection devices with 400 km of cables
spread throughout the terminal.
The FAS is unique in its interfacing with various life safety systems, with more than 18,000
interface modules. The systems are the public address system, electrical system, security
system, air conditioning system, fire protection system, CCTV system, lighting system, VHT,
BMS and BHS.
25. Meet & Assist
Valtrans simplifies your journey right from the time you arrive at the airport, regardless of the
airline or class of travel. It offers customized packages and array of services to meet your
requirements, including professional assistance to corporate clients, warmth, care for family
and elderly guests, secured transit for young guests, and make your journey a memorable
experience.
54 | P a g e

Our team is dedicated to making your journey through a delightful experience. Right from the
time you arrive at the airport till you set off to your destination. We ensure that your needs are
met with care and efficiency. All you need to do is select the one that suits you best.

26. Information Desk

We have dedicated Information desk set at all airport touch points to help assist the
passengers with any airport related query or assistance they may seek. Get dedicated, round
the clock assistance when you need information on airlines, check in counters, navigation
through the airport, usage of e-ticketing kiosk, Wi Fi and more! The Info desks are manned
by our Passenger Service Executives who will ensure you are rendered any assistance you
require.
Also, we will provide customers with the any information they about the city of Surat. And
also provide them with information about the local dealers/ factory owners in any field. We
will maintain a database of all the dealers that have signed up with our technical staff,
through our website. This could serve as a mode of marketing for the dealers. This also helps
us to give something back to the city, by increasing its trade.

27. Baggage Trolley

You may make use of the trolleys free of charge. Trolleys are easily accessible and made
available at all major touch points like baggage reclaim, arrivals, departures etc. The trolleys
can be taken up to your flight check in, to the parking areas or bus/taxi station access points,
however trolley are not permitted beyond the security check area keeping in mind the safety
and security measure for the passengers.
28. Buggy Services
Keeping our senior citizens, women with children and persons with reduced mobility in
mind, we offer a buggy service which is currently the ongoing trend in outside airports as
well. This is one of the greatest features of a smart airport, making work easy for the
disabled.
29. In Building Solution
97% of the building is designed to be covered by an In Building Solution (IBS) that will cater
to all mobile phone users. The IBS technology provides for a neutral infrastructure
accommodating GSM, 3G and CDMA can-iers, thus, enabling cell phone providers to offer
seamless network to all subscribers at the Terminal.
30. Animal Relief Areas

55 | P a g e

Animal Relief Areas provide essential elements for animals in transit, such as drinking areas
with bowls and garbage areas with mutt mitt dispensers. Situated in fully fenced and
landscaped areas with accessibility for the disabled, Animal Relief Areas are available 24
hours a day. Painted paw-prints on the Arrivals Level terminal curbside walkways lead the
way. If your pet is traveling on your flight it will be delivered to baggage claim. If your pet is
shipped separately, please contact your airline for their cargo office location.

31. Car Hire System- passengers who have arrived at the airport can also rent a car from
the airport itself in order to avoid inconveniency.
32. Camera System- CONTROP's EO / IR systems are proven for Airport Security and
Protection as well as Flight Safety and Air Control requirements.
CONTROP's Scanning and Observation Systems have been used at many airports and
airbases for a wide variety of civilian as well as defense requirements.
The CONTROP systems provide airport security and protection by scanning and observing
the runways and other airport zones for unauthorized activities. In the event of an intrusion,
intruders can be identifitied and tracked and security forces can be directed accordingly.
For flight safety, ground taxi control and air control, the CONTROP systemscan observe and
track aircraft in the air and on the ground 24 / 7. They operate automatically, scanning and
observing runways and other zones for a variety of safety and technical issues. The systems
support Air Traffic Control activties and provide 24 / 7 situational awareness support for the
Air Tower.
Often an airport or air base will be strategically located along a body of water, and here too,
the CONTROP systems provide a virtual fence over the water (sea) as they automatically
detect intruders from the sea before they reach the defined boundary. The recognition,
identification and tracking of intruders are key to protection and directing of security forces
to the exact location.

33. Bird Strike Security & System- CONTROP's automatic Scanning and Observation
Systems provide a proven solution for Bird Strikes Security and Protection. The
unique infrared bird detection technology provides air traffic controllers with timely
information in order to neutralize the threat of bird strikes along the flight path of an
aircraft.
The system provides continuous scanning of the infrared IR and day cameras to prevent
collisions between aircraft and birds before they happen. The unique scanning capability is
provided after the aircraft has already left the ground - not only while the aircraft is on or near
the runway during taxi and take-off.
56 | P a g e

The success of this innovative application for CONTROP's EO/IR scanning and
observation systems provides the airport industry with a cost-effective solution for a serious
problem. The integration of these comprehensive systems allow for simultaneous scanning
for debris on all tarmac surfaces while also automatically scanning for birds as well as
other potentially hostile targets, all at the same time.

34. Maintenance & Security Guards- we have maintenance and security which is
outsourced.
35. Flight Deck- Interactive touch-screen kiosks with information about Surat Airport
and India.
36. Smoking Zone- we have a smoking zone located at corners of the airport with 2
protected doors and ventilators so that the smoke does not happen to exit the smoking
room.
FINANCIAL ANALYSIS

Revenue Generation
It is essential to understand how exactly airport earn revenues. A basic answer would be the
aircraft service but a recent survey by Airport Council International (ACI) shows that only 46% of
revenues are generated from aircraft services whereas the rest 54% major share comes from
passengeer services provided by the airport. Thus now explaining the way to understand how

Sardar Vallabhbhai Patel (SVP Surat Airport) will generate its revenues.
Traditional Ways to generate revenues for the airport
With construction costs increasing, available funding decreasing and periodic downturns
affecting the industry, airport operators find themselves continually looking for additional
revenue sources to fund projects and sustain operations.
There are two main sources to make money for airports that are used to run day to day
operations and to retire its debt; invest in infrastructure.
1. Aeronautical sources
2. Non-aeronautical sources
In broad terms, the aeronautical side of the business is made up of fees paid for the traditional
core airport-related activities such as the provision of runways, aircraft stands, facilitation and
security areas and the associated staff to undertake such activities. In other words, this
revenue comes from airport infrastructure utilization.

57 | P a g e

The non-aeronautical revenues come from activities that are undertaken on top of this core
business, such as retail, parking, other concessions and rentals. At medium and large airports
this revenue may account for over 50% of the total income, growing at much faster pace than
aeronautical income or traffic figures and producing greater profit margins.non aeronautical
revenues are not essential for all aeronautical activities.
The additional income from non-aeronautical revenue is a key component in enabling airports
to generate funds for the significant investment they must undertake in terminal and airfield
expansion. The commercial revenue stream is essential for positive credit ratings and the
airports ability to attract investors, private or public (and the associated financing of large
infrastructure projects). Without this revenue, airports would be considered less attractive
investments.

58 | P a g e

ACI Airport Economics Survey (2009)

Airport Council International (ACI) has conducted a reseach to identify the percentage of revenues
generated from both sources aeronautical and non aeronautical. The total revenues from both sources
by surveying 646 airports around the world is USD90.7bn. The following diagram shows the
percentage of revenue generation form both sources for airports.

Aeronautical
Nonaeronautical

ACI Airport Economics Survey

Source of Aeronautical Revenue (2009)
This diagram shows that most of the aeronautical revenue is earned due to aircraft movements and
46% revenue is earned from passenger services charges at airports.
Aircraft
Passengers

59 | P a g e

ACI Airport Economics Survey

Source of Non-Aeronautical Revenue (2009)
This diagram shows total share of different activities of non aeronautical sources for revenue
generation for airports.

F&B
4%
Advertising
4%

Sources of Aeronautical Revenues

Following are the sources of aeronautical revenues and airports generate revenues from these
activities. It is not necessary for every airport operator to generate revenues form all these activities;

Landing charges; According to the size and weight of the aircraft generally and at some
airports landing charges are levied incorporated with ATC and terminal navigation charges at
SVP the same charges will be levied from all the aircraft companies accordingly.

Passenger service charges

Cargo charges: - The major source of revenue for many airports such as Changi
Airport of Singapore has been their cargo movements the airport is one of the busiest
cargo airports in the world, handling 1.85 million tonnes of cargo in 2015. Thus
Through international cargo supply which has a high demand in Surat due to tonnes of
export by the textile and Diamond industry to the rest of the world. Surat Airport can
thus earn major revenues from cargo imports and exports for these industries as at
present they are availing these services through Mumbai and Ahmedabad airports.
Ground Handling charges
Fuel Charges: - Fuel is a major requirement of aircrafts. Thus airports earn a good
amount on the provision of fuel to the aircraft companies.
Parking and hangar charges
Security charges
Other Charges

1.
2.
3.
4.
5.

ATC
Ground Handling
Lighting charges; At Paris airports
Air bridge charges; at Dublin airport
Storage facility charges

Sources of Non-Aeronautical Revenues

Here are many commercial (non-aeronautical) ways mentioned from that airports
make money instead of generating revenues form aeronautical revenues.

60 | P a g e

Retail F&B
Duty & tax-paid shops
Duty & Tax Free shops
Bars & restaurants

Pax & general Services

Car rental
Banking
Telecoms
Advertising
Reception services
Transportation

Non-aero Infrastructure
Car parks
Hotels
Petrol stations
Conference centers

Industrial
Offices
Hangars
Warehousing
Telecoms
Utilities (recharges)
Cleaning

Industrial
Terminal services
Off-terminal services
A study found that airports nationwide have developed many programs to maximize revenue
sources. These include:

Fuel sales; Many airports use fuel flowage charges to generate revenues for airports. Pilots
may stop at a general aviation airport simply because it has fuel and to avoid the congestion
and traffic at a larger airport. Among the many considerations when initiating fuel service are
storage, staffing, insurance, and environmental issues.

Airport parking revenues; Parking continues to be a reliable funding source for airport
operators. Additional opportunities for increasing parking revenues include premium parking
services, parking lot enhancements, parking for non-airport use, and off-airport privilege fees.
61 | P a g e

Rental car revenues; In addition to privilege fees and rentals, rental car concessionaires at
some airports collect a customer facility charge, or CFC, from customers. These funds are
used to pay the operating and capital costs of a consolidated rental car area or a structured
facility and may also include the cost of transportation to the terminals.

Terminal concessions; Depending on the size of the airport and terminal facility, retail or
concession sales at airports may be another way to bring in revenue. At commercial service
airports, concession sales have increased dramatically as airlines discontinue meal service
and passengers arrive earlier to get through security. Airport operators have been able to
maximize revenues through reinventing their terminal concessions programs by recognizing
the customer and creating an inviting shopping or dining experience.

Advertising programs; several airports are cashing in on advertising revenue. Modern

airport advertising programs specialize in the sales and maintenance of advertising sites at
airports by using technology, sponsorship opportunities, and nontraditional advertising
locations.

Late fees on leases; Several airports reported that they charge late fees on leases, and one
airport abroad noted that it received more than $15,000 one year on late fees alone.

Industrial park land leases; Many airports reported building industrial parks and
warehouse space on airport land adjacent to the airfield.

Donations and fundraisers; Several airports hold fundraisers and solicit large donations
from airport supporters.
Leasing other spaces; One airport indicated that it leases space on the beacon tower for a
cell phone antenna.

LANDING OF AIRCRAFT
For assessing landing charges, the total weight of an aircraft shall be maximum take-off
weight allowed as specified under the regulation of the State in which the aircraft is
registered (Certificate of Airworthiness).

Airport

International Flights
(Amount In US$)

Non-International Flights
(Amount at SVP in Rs)

62 | P a g e

Up to
One
Ton

Exceeding One Up to
Ton
One Ton

LANDING CHARGES PER TON

International Airports 15.00
8.22
Domestic Airports
15
8.22

Exceedin
g
One Ton
and up to
20 Tons

22.5
15

18
15

Exceedin
g
20 Tons

93
78

Landing charges shall be paid to the AAI and if not so paid, shall be debt due to AAI
jointly and severally from the owner and the commander of the aircraft in respect of
which charges are payable. For the purpose of enforcing payment of charges the AAI
may refuse to permit an aircraft to take-off from an aerodrome until all charges have
been paid.

Unless an alternative arrangement has been made, all charges for use of the
aerodrome are payable by the pilot of the aircraft on demand or before the aircraft
departs from the aerodrome.

Payment
The payment of the landing charges shall entitle the aircraft to:
a) The use of aerodrome for arrival and departure.
b) The use of radio and night landing installations at the aerodrome.
c) The supply of all available information as to routes and weather conditions.

PARKING OF AIRCRAFT
The first 6 hours are free.
The daily parking charges will be levied for any period exceeding 6 hours to 24 hours
and thereafter for 24 hours.
The monthly rates of the parking charges shall be twenty times, the daily rates and
quarterly rates shall be forty times the daily rates.

Airport

International Flights
(Amount In US$)
Up to
Exceeding
One Ton
One Ton

Non-International Flights
(Amount at SVP in Rs)
Up to
Exceeding Exceeding
One Ton
One Ton
20 Tons
and up to
20 Tons

HOUSING CHARGES PER TON FOR 24 HOURS

International
3.92
3.92
20

18

54
63 | P a g e

Airports
Domestic Airports

3.92

3.92

15

15

40.5

PARKING OF AIRCRAFT AT AEROBRIDGE GATE

Aerobridge charges are fixed for initial two (02) hours. 50% of the charges will be
levied on the subsequent parking for every hour and/or part thereof.
Docking time shall be the period beginning from the time an aircraft docks-in into the
Aerobridge and when it leaves the Aerobridge.
2.7 Aerobridge gate charges International Flights
shall be levied in addition to (Amount In US$)
parking charges. Type Of
Aircraft
B-747
183.00
DC-10 Tristar, IL-86, A-300
145.00
and Equivalent.
Not larger than B-707 or DC-8
107.00

Domestic Flights
(Amount at SVP
In Rs)
3000.00
2500.00
1800.00

HANGARAGE CHARGES
The charge for hangarage is same as that of Parking.
If a hangar is placed entirely at the disposal of an operating company, the company
will be charged the standard rent for the hangar under separate arrangements and
housing charges will not be recoverable for its aircraft housed thereon.
When housing space, which has been paid for in advance, is not used, the same may
be used for the housing of other aircraft and no refund shall be made to the lessee
unless he is prevented by the housing of other aircraft from obtaining accommodation
for his aircraft.
AIR NAVIGATION FACILITY CHARGES FOR LANDING FLIGHTS
For assessing Air Navigation Services Charges the total weight of an aircraft shall be
maximum take-off weight allowed as specified under the regulation of the State in which the
aircraft is registered (Certificate of Airworthiness).

Using airport

International Flights
(Amount In US$) Per
Flight
Up
Exceedi Exceedi
to
ng One ng
One Ton and 20 Tons
Ton up to
20 Tons

Non-International Flights
(Amount at SVP in Rs)
up to
5 Tons

Exceedi Exceedin
ng
g
5 Ton
20 Tons
and up
to
20 Tons
64 | P a g e

International Airports
Domestic Airports

10
10

50
50

160
160

250
200

1050
700

400HZ AIRCRAFT POWER SUPPLY SYSTEM (APSS) AT SVP

400 HZ Aircraft Power Supply System (APSS) will be available at Sardar Vallabhbhai Patel
Airport. The charges applicable are fix for initial one hour and then for each segment of 15
minutes.
For All Type Of Aircraft
SVP
For International / Domestic US $ 80.00
Flights

SURCHARGES (REFUELING)
Aircraft shall not be kept on a hydrant refueling bay beyond 120 minutes thereafter an
additional fee at the rate of 2% of the landing fee shall be levied for every 15 minutes or part
thereof for any such excess stay on the stand. This surcharge shall not be applicable during
the period when the aircraft has been docked at the aerobridge gate.
REDUCTIONS (TECHNICAL LANDING)
All flights making technical landing (not entitled to embark or disembark passengers, load or
un load cargo and mail) at SVP Surat Airport, Lahore will be levied 50 percent of the
current Landing Charges.

65 | P a g e

AIR NAVIGATION FACILITY CHARGES FOR OVER FLIGHTS

For assessing Air Navigation Services Charges the total weight of an aircraft shall be
maximum take-off weight allowed as specified under the regulation of the State in which the
aircraft is registered (Certificate of Airworthiness).
Weight
Aircraft
Rate

Of

The 5 Tons to
40 Tons
208.3

41 Tons to 121 Tons

120 Tons
to
160 Tons
273.4
312.5

161 Tons 251 Tons

to
and above
250 Tons
351.55
416.65

PASSENGER SERVICE CHARGES

Unless specifically exempted the following passenger service charges shall be charged from
each passenger. This charge shall be collected by the airlines on behalf of the Airport.
Title
Account

Of International Passengers
(Amount In Rs)

First Class
Business
Passenger Paid Charges Per Passenger
Embarkation
1500
1500
Fee
Government
Nil
Airport Tax

Economy

Domestic
Passengers
(Amount In Rs)
All Class

800

200
50

66 | P a g e

How to maximize revenues for airports; defining new Ideas

Although the aviation industry has faced some challenges in recent times, terminals provide a
wealth of opportunity to generate fresh ideas for revenue generation. Corporate and retail
businesses can put themselves forward to the world, and the millions of passengers that pass
through, travelling for work or pleasure. They also provide the opportunity for companies to
work together in an environment in which they wouldnt usually come into contact.
Maximizing revenues for SVP Airport.
Internet facility; internet facility is not much common in our society but many people or
tourists use internet as a fun like checking mail or updating status on face book and it will be
very beneficial for foreigners to take guidance to their final destination by Google map.
Play land for children at airports:- There will be a facility of play land at airports. They
will just like fun lands having videos games; racing and shooting games and other especially
for children. Meters and greeters will also be beneficial instead of those passengers who have
to face flight delay and have children. These activities will be started on the behalf of some
fast food companies like McDonalds etc.
Airport shuttle service:- Airport shuttle should be run to transfer passengers at nearby areas
of airports depending upon the frequency of the visits from areas.
Aero shops/Aviator shop; there is a need of an aviator shop in which many aviation related
products like aviator T-shirts, aircraft models, aviation jackets, pilot uniform, aviation
watches , key chains, flight computers and aviation magazines etc. would be available. The
buyers would be anyone or mostly aviators.

Hotel & restaurant

Flight delays Guests and their revenue stay on property with a discounted meal or
beverage: By monitoring airline information from the comfort of their hotel, distressed
travelers can wait out a flight delay in the property's restaurant or bar. Hoteliers can offer a
discounted "Stranded Guest" beverage, appetizer or sandwich coupon to assist guests in need,
and keep them on property.
Guests would rather be at your hotel: Who wants to spend the night sleeping on a terminal
couch, eating another fast-food meal or brushing their teeth in a public restroom? If flights
are delayed, keep the guests where they belong - on property. Place a sign next, display
offering guests inconvenienced by cancelled flights or lengthy delays a "We Understand Stranded Guest Distressed Rate." Offer stranded guests a discounted rate to build goodwill
and repeat business.
Bad weather can mean good food: When bad weather takes over, so can your F & B team.
67 | P a g e

If your flight information display begins to report weather delays, have your team put
together a "Distressed Traveler Sandwich Special" and offer food-to-go packages for guests
who are facing delays.

68 | P a g e

Revenue Final Calculations

As suggested for the first year when SVP acts as a domestic airport for better efficiency and
understanding of the business the expected revenue can be till 40crore per month expecting a
passenger flow of 12 million passengers annually and average income of 250 per person and
the rest 150 is the income flow from non-aeronautical sources. The Revenue shifts to 120-160
crore per month after international flights as not only it will 3 fold the passengers but also
bring huge revenues from cargo imports and exports. If the whole import export industry of
textile is shifted to Surat Airport then revenue generations is going to be way more than
anticipated.

69 | P a g e

FUTURE PLANS To make our airport an international airport

Create mobile apps as technology enhancement
Building expansion
Cargo Terminal
Tri-generation plant- Cogeneration or combined heat and power (CHP) is the
use of a heat engine or power station to generate electricity and useful heat at the
same time. Trigeneration or combined cooling, heat and power (CCHP) refers
to the simultaneous generation of electricity and useful heating and cooling from
the combustion of a fuel or a solar heat collector.
The supply of high-temperature heat first drives a gas or steam turbine-powered generator
and the resulting low-temperature waste heat is then used for water or space heating as
described in cogeneration. At smaller scales (typically below 1 MW) a gas engine or diesel
engine may be used. Trigeneration differs from cogeneration in that the waste heat is used for
both heating and cooling, typically in an absorption refrigerator. CCHP systems can attain
higher overall efficiencies than cogeneration or traditional power plants.
A plant producing electricity, heat and cold is called a trigeneration

Solar energy
Solar energy is radiant light and heat from the Sun harnessed using a range of ever-evolving
technologies such as solar heating, photovoltaics, solar thermal energy, solar architecture and
artificial photosynthesis.

70 | P a g e

It is an important source of renewable energy and its technologies are broadly characterized
as either passive solar or active solar depending on the way they capture and distribute solar
energy or convert it into solar power. Active solar techniques include the use of photovoltaic
systems, concentrated solar power and solar water heating to harness the energy. Passive solar
techniques include orienting a building to the Sun, selecting materials with favorable thermal
mass or light dispersing properties, and designing spaces that naturally circulate air.
In 2011, the International Energy Agency said that "the development of affordable,
inexhaustible and clean solar energy technologies will have huge longer-term benefits. It will
increase countries energy security through reliance on an indigenous, inexhaustible and
mostly import-independent resource, enhance sustainability, reduce pollution, lower the costs
of mitigating global warming, and keep fossil fuel prices lower than otherwise. These
advantages are global. Hence the additional costs of the incentives for early deployment
should be considered learning investments; they must be wisely spent and need to be widely
shared".

71 | P a g e

CONCLUSION
We are all aware of the problem of not having right air connectivity to Surat airport and in
last 50+ years Surat city has suffered extreme opportunity loss in terms of income,
establishment and national and international recognition.
Non-Availability of a functioning airport and air cargo facilities is blocking exponential
growth of Surat. Air cargo is the basic necessity of South Gujarat industries who imports and
exports on large scale to many destinations in the country as well as abroad. Cost of road
transport to airports is time consuming and it is slowing down the process and becoming
more expensive due to non-availability of right air connectivity from Surat airport.
Many of the diamond and textile businesses have been forced to have registered offices in
Mumbai, though the actual work and transactions happens in the city itself.
The above mentioned strategies and services are pre-eminent to many of the worlds best
airports. Its not profitability but accessibility which is to be a considered a basic criteria for
the final decision making of the same. It is essential for the Surat airport to be functional
enough to satisfy consumer needs. After all that is what the basic motto of a service is.

72 | P a g e

73 | P a g e