Arturo Merino Benítez International Airport (SCL) is in news for the congestion in the terminal for the passengers while approaching immigration counters.
PDI Chile needs to improve the services, and the wait lines are just chaotic, those resulting many inconvenience to the passengers including missing of connecting flights.
Waiting times at the Santiago airport are being questioned in every sphere. Peter Cerdá, vice president for the Americas of the International Air Transport Association (IATA), took it to the LinkedIn, and siad "That's enough!"
"Enough is enough!" , "It's time to address the unacceptable wait times (at Santiago airport)."
Santiago de Chile's Arturo Merino Benítez airport has faced multiple criticisms since its refurbishment, especially for problems related to infrastructure, management and long lines and congestion at security and immigration controls, where passengers must wait longer than estimated.
Adding to the everyday business, there are addendums to the chaos as well ! Couple of weeks ago, Santiago Airport had asked passengers to check the conditions of their flights, due to a mobilization announced by the Association of Operational and Supervisory Workers of the General Directorate of Civil Aeronautics (DGAC).
That time, Airport users also expressed their experiences on social networks.
"It is wonderful that the Santiago airport is in the process of being expanded, but in the national terminal there is chaos. Endless lines to enter the boarding, no one leading, people not knowing what to do, others sneaking in because they will miss their flights," wrote one user.
On the Santiago Airport congestion issues, the dean of the Faculty of Engineering and Sciences of the UAI, Claudio Seebach, took it to the Linkedin with a criticism of the operation of the airport's new immigration control system on 10 November 2024. As per his analysis :
Visuals from the terminal reflects the unpleasant experience that thousands of passengers who embark or arrive on international flights suffer every day. Despite the fact that the infrastructure exists, passengers continue to suffer from the lack of sufficient staffing of the Investigative Police (PDI) in migrations, as published by Elaereo.
As per Peter Cerdá, the repetitive congestion visuals in the airport is affecting Chile’s global image along with a negative impact on Country's Tourism. He encourages the airport operator for solutions, streamlined processes and better use of the available new technology.
Technological modernization does not help either. The self-service kiosks for Chilean citizens inaugurated after more than a year of installation continue to cause problems and generate more crowds both on arrival and departure from Chile.
For the Santiago airport, it's a general sentiment that the long Queues at critical points represent a negative letter of introduction that is projected as a country's image.
Although they do not have a direct responsibility, the deficiencies of the lack of PDI personnel in migrations and boarding problems in the national terminal by the AVSEC staff of the General Directorate of Civil Aeronautics (DGAC), have an impact on the quality of service to the user.
Last year, Peter Cerdá strongly complained about the long waits at the Santiago airport. Despite the fact that, at that time, the questioned PDI kiosks were not working, the current situation does not change.
"Travelers and airlines alike are fed up with long wait times and frustrating congestion at Santiago's Arturo Merino Benitez Airport," he writes.
"This is not just a minor inconvenience, it is a failure that affects tourism, business travel and the global image of Chile. While travelers wait in line for hours, who takes responsibility?"
The long waits at the Santiago airport are not unique. They are also present in other airports around the world and motivate the attention of the airline industry. However, what is surprising about Santiago is the reduced number of passengers compared to other terminals and because it is a historical problem that to date there is no solution.
"Who holds PDI responsible for the lack of adequate personnel that slows down the process?" says Cerdá.
"We need solutions: streamlined processes, better use of new technology available, adequate staffing, and regulatory oversight to prevent these recurring problems."
Reported by Elaereo, The waits at the Santiago airport seem to have no solution. The lack of political will of the authorities anticipates that the almost one million international passengers who pass through Santiago's airport each month will continue to be affected by congested immigration control.
As the high season begins in Chile (Christmas & summer vacation), the authorities must take responsibility to improve the passenger experience and restore the efficiency that SCL airport— and its travelers —deserve.
The airline industry is asking the authorities of the Government of Chile to act. The Chilean Association of Airlines (ACHILA) is asking for an increase in the number of PDI personnel at Santiago airport to reduce waits.
In addition, the industry asks to review the international airport experience where there are different case studies with their respective solutions.
"Passengers must receive good service throughout the airport process chain and the current delays must be resolved as soon as possible," says Carolina Simonetti, general manager of ACHILA.
IATA also calls for action from the authorities while reiterating their willingness to collaborate. For the airline union, it is urgent to improve the current performance levels that are far from optimal.
"As the peak season begins in Chile (Christmas and summer vacations), the authorities must take responsibility for improving the passenger experience and restoring the efficiency that SCL airport and its travelers deserve," said the IATA vice president.
Display Picture Courtesy : Peter CerdáPeter Cerdá
