HSIA's terminal 3: Biman’s ground handling capacity raises questions

Complaints about mismanagement at Dhaka's Hazrat Shahjalal International Airport (HSIA) seem unending. Passengers and airlines regularly voice concerns over issues such as long luggage delays, baggage theft, and inconsistent service standards. 

These problems are primarily attributed to Biman Bangladesh Airlines, which handles ground operations at the airport. Despite these ongoing issues, Biman is set to manage ground handling for HSIA’s new, expansive Terminal 3 for the next two years. 

Aviation experts, however, are questioning Biman's ability to handle the modernised terminal's operations effectively.

Foreign airlines raise concerns

Foreign airlines operating at HSIA have voiced objections to assigning Biman the responsibility for Terminal 3’s ground handling. They cite ongoing dissatisfaction with Biman’s services and note that in a recent survey conducted by the HSIA Authority, 93 per cent of respondents expressed discontent with the airline’s ground handling. 

Understanding ground handling

Ground handling encompasses a range of essential services, from issuing boarding passes to managing baggage and cargo. 

Biman Bangladesh Airlines has been responsible for ground handling across Bangladesh’s airports since 1972, serving its own flights as well as those of 35 foreign airlines. 

However, with new demands anticipated at Terminal 3, many are skeptical about whether Biman has the required capacity.

Terminal 3 ground handling: Looking ahead

The Civil Aviation Authority of Bangladesh (CAAB) has indicated that Terminal 3’s construction will be fully complete by December, with operations expected to begin the following year. To prepare for Terminal 3’s opening, CAAB had initially consulted the International Finance Corporation (IFC) to assess potential private-sector ground handling partners through a public-private partnership (PPP). 

Five organisations were shortlisted for these services in IFC’s preliminary report, reflecting an approach often seen at major airports worldwide where multiple providers handle ground operations to maintain efficiency and service quality.

Nevertheless, on October 24, the PPP Director issued a directive giving Biman exclusive ground handling rights for Terminal 3 for the next two years, with a stipulation to consider reputable foreign companies if Biman fails to meet service expectations. 

“Biman has shown difficulty in providing adequate service at Terminals 1 and 2,” said former CAAB Chairman Air Vice Marshal (Retd.) Md. Mofidur Rahman. “The new Terminal 3 will require international-quality service, and relying solely on Biman, which currently lacks the necessary equipment and skilled personnel, is concerning.”

Current infrastructure and challenges

Biman has invested in new equipment to prepare for Terminal 3’s demands, but experts warn it may still fall short. Terminal 3 is set to offer both passenger and cargo services, requiring a scale of operation that Biman has not managed before. 

CAAB Chairman Air Vice Marshal Mohammad Monjur Kabir Bhuiyan remains optimistic, saying, “Biman is our national carrier, and we trust they’ll manage Terminal 3’s ground handling with excellence. They have already procured machinery and are working on enhancing skilled manpower.”

Foreign airlines frustrated with Biman’s service

Foreign airlines argue that despite paying ground handling fees, Biman provides insufficient personnel, often leaving airlines to deploy additional staff to meet service demands. 

For instance, each airline reportedly employs an average of 25 staff members to offset Biman’s personnel shortage, raising operational costs.

According to sources, airlines are charged around $2,200 for each takeoff and landing at HSIA, with an additional cargo charge of $0.07 per kilogram. Despite these costs, Biman often provides only two to three personnel for ground handling per flight, causing delays in baggage transfer and flight departure times, impacting airlines’ schedules and reputations.

Wing Commander ATM Nazrul Islam, an aviation expert, commented, “While Biman is eager to take on Terminal 3’s ground handling, there is an unresolved issue of poor service. Without a plan to address these challenges, giving them this responsibility could backfire.”