When it comes to servicing Tier-2 city airports, facility management approach will need to remain agile, service-oriented and aligned with both infrastructure capabilities and passenger behaviour.
Shamsher Puri
Compared to the metro airports, these Tier-2 airports pose a different set of challenges linked to how the infrastructure is used and maintained, emphasises Shamsher Puri, Managing Director of DTSS.
Of the total AAI airports in India, about 100 airports fall into the “addressable” category for large FM service providers. DTSS, currently manages services at eight such AAI-operated airports. “Most of these airports are relatively new — between one to five years old — and are built with modern infrastructure. However, the challenges lie not in the infrastructure, but in the patterns of usage and the nature of the passenger profile.”
Flight Bunching and Resource Overload
One of the most critical operational challenges is the bunching of flights during certain peak hours — typically from midday to early evening. Unlike metro airports that witness continuous passenger flow, these regional airports experience uneven footfall patterns. This puts strain on the infrastructure, especially restrooms, baggage belts and waiting areas, during concentrated time windows.
To address this, DTSS adopts a flexible manpower strategy. Staff deployment is synchronised with flight schedules, with bench strength maintained for surge hours. Consumables, cleaning frequency and supervision are all scaled up during high-traffic periods, then tapers down when the footfall reduces.
Sensor-Driven Facilities
Most Tier-2 airports are newly built and equipped with modern amenities such as sensor taps, automatic flushes and touchless dispensers. However, many passengers may not be familiar with these technologies. As a result, there is a greater need for active assistance and upkeep.
“Signage and instructional posters are placed prominently in restrooms and common areas. Attendants are also stationed to guide users where required, ensuring better hygiene and upkeep of facilities.” The intent is to bridge the gap between infrastructure and user awareness through soft training interventions and visible help.
Staffing Constraints Due to Security Clearance
Another major challenge is the stringent security clearance process required for airside staff at AAI airports. Every deployed worker must undergo a full police verification, which can take anywhere between one and three months. This makes it difficult to replace absent staff at short notice or hire on a part-time basis.
“To ensure uninterrupted services, DTSS maintains a bench of trained personnel who are already security-cleared.” These individuals can be deployed when needed, especially on weekends or during festive rush, which typically see a spike in traffic. This pre-verified reserve helps maintain service continuity despite rigid staffing protocols.
Infrastructure Design and Scope of Work
Modern airport terminals in Tier-2 cities are designed with aesthetic and functional considerations at par with larger airports. While the design itself does not pose a challenge, it requires a detailed understanding of maintenance protocols. Most FM tenders from AAI now clearly define the frequency and methodology of façade cleaning, granite polishing, restroom upkeep, and even high-access cleaning requirements.
Service providers are expected to deploy the appropriate equipment, cleaning chemicals and trained manpower in line with the tender specifications. “Tasks like trolley management and surface maintenance are carried out as per pre-approved schedules.”
Passenger Behaviour and Facility Strain
Unlike metro airports, many Tier-2 airports serve as transit hubs for nearby towns and villages. Travellers often arrive well in advance of their flights or stay back waiting for connecting transport, leading to prolonged use of terminal facilities. Sofas, restrooms and general waiting areas face continuous use beyond their designed dwell time.
In addition, airports like Dehradun, Trichy and others frequently see multiple flights landing within minutes of each other. In such cases, the baggage belts often serve more than one flight, increasing the possibility of baggage misplacement or confusion.
Tier-2 airports in India are modern, well-equipped and expanding rapidly. However, their unique operational patterns require FM companies to adapt with flexible staffing, continuous user engagement and on-ground responsiveness. As these regional gateways continue to scale, the facility management approach will need to remain agile, service-oriented and aligned with both infrastructure capabilities and passenger behaviour.