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Biman customer service not up to the mark, admits new MD

  • Staff Correspondent
  • 5 August, 2022 12:00 AM
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Biman customer service not up to the mark, admits new MD

Managing Director (MD) and Chief Executive Officer (CEO) of Biman Bangladesh Airlines Zahid Hossain has admitted that the customer service of the national flag carrier is not of the expected standard.

“My main objective as a commercial organisation is to make profit, transform Biman into a profitable enterprise and ensure customer satisfaction. However, our customer service is not at the expected level. There is room for improvement,” he said while addressing his first press briefing as Biman MD and CEO at the conference room of Balaka Bhaban in the capital on Thursday.

 “Since our first objective is to make Biman a commercial enterprise, we will take all decisions commercially. However, as a state-run organisation, the state’s commitment to the people will also be protected.”

“Currently, Biman’s annual turnover is more than $700 million. We want to transform Biman into an organisation with an annual turnover of $1 billion. To do this, I have to grow the business, make decisions from a business point of view,” he said.

“Bangladesh has about eight million expatriates. They want to fly through Biman. We will try to make the maximum use of our planes and make sure they fly through Biman.”

Zahid Hossain said the aviation industry around the world was severely affected by coronavirus pandemic. Many airlines stopped their operation.

Biman has overcome that situation. We transported 2.2 million passengers in FY 2021-22, he said.

The Biman MD expressed regret over the throwing of luggage at the airport. He said the footage that has been circulating on social media is old. This is not happening now.

“We are importing new baggage handling equipment. Keep an eye on our work. We’re making changes.”

He said they had negligence in the plane collision incidents. Therefore, some officials have been suspended.

While speaking about air fare, the Biman MD said they have 20 per cent share on domestic routes. Domestic air fare will not be reduced under pressure from anyone.

“There is nothing we can do if someone is unhappy. Fixation of fare is done as per rules, which is completely our jurisdiction. No one can interfere in it,” he said.

On July 13 of this year, Additional Secretary Md Zahid Hossain was named as the MD and CEO of Biman Bangladesh Airlines.