When Don Mueang airport reopened eight years ago, the executives of Airports of Thailand (AoT) probably could never have predicted that the airport would become overcrowded so fast. However, they should have come up with a strategic plan a couple of years ago before the airport exceeded its capacity.
According to AoT, the airport has a capacity to handle 18.5 million passengers. But, for the past 12 months, it has been handling 28.5 million passengers. Why has AoT been so slow in opening Terminal 2 since it could have clearly predicted the growth of passengers by looking at its year-over-year growth? The records of AoT show that total passengers in 2013 reached 16.4 million visitors, up 175.43% from the year before after the airport fully operated as an international hub for low-cost airlines.
The figure should have triggered its executives to quickly open Terminal 2 but the bureaucratic process always takes time.
When the airport handled 21.5 million passengers in 2014, up 30.75% from the year before, people started complaining about the crowded airport. AoT announced that it would invest 2 billion baht to renovate Terminal 2, which could increase the airport capacity to handle up to 30 million passengers. The plan was to open last month, but it was postponed to this December due to the delay of some maintenance work.
Has AoT tried to improve anything on the existing facilities and services so far? The answer is no. Why do I say so? Let me show you the list.
First, there is often traffic congestion in front of the passenger halls both on the departure and arrival levels. If the AoT gets rid of VIP parking spaces that take up two lanes of the road at both areas, it would surely help ease traffic. The reserved parking space gives the perception that AoT is willing to sacrifice a large number of passengers in order to secure the convenience of a small group of travellers.
Next is the baggage scanning service. I often use the scanning facility located around Gate 1 because not many people know of its existence. But last time, when I put my luggage for security scanning, an officer asked me where my destination was. I wondered why he asked this as opposed to whether I wanted to check in the bag. Then he said this luggage scanner was reserved for international passengers only.
"Since when and said who?" I asked. There was no answer. He insisted he couldn't let my luggage through the scanner. Wasn't this ridiculous? There was no sign of "Reserved for international passengers only". Instead of reducing the load of other baggage scanners, this action merely served to direct more people to the long queues of passengers waiting for luggage scan. This is surely inefficient.
There are no concessions made for internet check-ins either. We all have to wait in a queue along with other check-in passengers. The AoT should seriously consider using technology to enhance its services, such as adding self bag-drop counters like other crowded airports do. At Heathrow Airport, for example, all passengers have to do for self check-in is to get a boarding pass and a luggage tag. When I did it, I put the tag on my luggage by myself like the way a member of ground staff at a check-in counter does, then I went to a counter to drop my bag off. Within 10 minutes, I was free to go to the gate. At Dubai airport, I got my boarding pass and dropped my bag at a self check-in kiosk without the presence of an officer.
In addition, e-passport gates should also be installed at Don Mueang airport following the years-long implementation at Suvarnabhumi airport in order to shorten the queues at immigration checkpoints.
But I haven't heard about such a plan to use technology to improve its services. Instead, AoT has announced it will start charging each international or outbound passenger 35 baht from Dec 1 for its Advance Passenger Processing System. The system, to be implemented at Suvarnabhumi, Don Mueang, Phuket, Chiang Mai, Hat Yai and Chiang Rai airports, will boost airport security by obtaining the profiles of passengers from their countries of origin. I support the use of the system. But why does AoT have to charge passengers? This doesn't make sense.
Although the fee is only 35 baht, the six airports handled more than 106.8 million passengers during the past 12 months, and 61 million of these were foreigners. By a quick calculation, AoT could earn at least 2.1 billion baht within a year. I wonder if AoT will use the money to improve the quality of services for passengers?
Last but not least is the taxi queuing system at Don Mueang airport. Passengers sometimes wait up to an hour to get a taxi. Other leading airports can offer an efficient mass rapid transit system to serve passengers; that has not yet happened at Don Mueang.
High season is about to start and I'm sure Don Mueang airport will reach its full capacity, even when Terminal 2 opens. AoT has operated the 100-year-old airport as if it has no experience. What a disappointment.
Karnjana Karnjanatawe is a travel writer for the Life section of the Bangkok Post.