Official press release informed poor facilities, flight delays, complaint issues as CAAB delays hearing 219 days.

Civil Aviation Authority of Bangladesh (CAAB) inadvertently exposed systematic service failures at Cox’s Bazar Airport through its own press release announcing the first public hearing held on Friday, 219 days after the government mandated monthly sessions.

Press release issued by Muhammad Kawsar Mahmud, Assistant Director for Public Relations, listed extensive complaints requiring discussion including washroom conditions, food pricing, baggage handling, cleanliness, parking facilities, flight delays and complaint resolution procedures.

The comprehensive list of basic service failures raises critical questions about CAAB's oversight and accountability.

If airport services were functioning adequately, authorities would not need lengthy discussions about washroom cleanliness, drinking water quality and waiting lounge conditions. These are fundamental requirements at any transport facility, yet Cox's Bazar Airport apparently failed to maintain even minimum standards until passengers formally complained at a government-mandated hearing.

Last year, on June 20, Chief Adviser's office decided to expedite implementation of Public Administration Reform Commission recommendations. Decision came from a high-level meeting that selected 8 proposals from 121 immediately implementable recommendations. Regular public hearings featured among priority proposals deemed relatively easier to implement.

Cabinet Division was instructed to meet all service-providing ministries and departments within one week to develop a public hearing strategy. However, CAAB conducted its first session only on January 29 this year, delaying the monthly requirement for seven consecutive months. This delay suggests resistance to transparency and accountability measures.

Most damning aspect of the press release is CAAB’s promise that ‘immediately resolvable issues would be addressed promptly’. This admission raises questions. If certain problems can be fixed immediately, why did they exist in the first place? Why were passengers subjected to substandard washrooms, overpriced food and inadequate facilities when solutions were readily available?

Evidence suggests CAAB knew about these problems but chose to ignore them until forced to hold public hearings. Authorities apparently lacked motivation to address passenger complaints until government directive made transparency mandatory.

Press release revealed plans to ‘activate’ the complaint management cell, exposing another failure. This phrasing confirms the cell existed on paper but remained non-functional. Passengers had no proper channel to lodge complaints about service quality, leaving them helpless against poor conditions. System designed to protect passenger rights was deliberately left inactive.

S M Lablur Rahman, Additional Secretary and CAAB Member for Administration, attended hearing alongside Air Commodore Md Noor-e-Alam and other senior officials. During discussions, airline representatives were reminded of their ‘responsible role’ in providing ‘prior notification to passengers in cases of flight delays or cancellations.’

This discussion point reveals that prior notification for flight delays is treated as an improvement or special consideration rather than a basic passenger right. International airports worldwide consider timely communication about schedule changes as standard practice, not an enhancement. That CAAB discusses this as progress exposes current negligence in passenger service standards.

Participants also highlighted needs for ‘strengthening coordination among airport-related agencies,’ ‘improving effectiveness of customer service desks’ and ‘simplification of complaint resolution procedures.’ Each phrase confirms existing systems are inadequate, poorly coordinated or unnecessarily complex.

Infrastructure concerns discussed included runway and apron management, fire and rescue preparedness and emergency response coordination. These critical safety matters being raised at a public hearing rather than through routine audits and inspections raises serious questions about CAAB's operational standards.

Cox’s Bazar Airport Director for Research and Development Md Golam Mortoza Hossain chaired the program attended by passengers, media representatives, airline officials and stakeholders. Officials expressed optimism that public hearings would enhance transparency and accountability.

However, 219-day delay in implementing a straightforward government directive already undermines these claims. CAAB's failure to comply with Cabinet Division’s timeline demonstrates reluctance to embrace reform. Pattern of ignored problems, inactive complaint systems and delayed action suggests institutional resistance to accountability rather than commitment to passenger service quality.

Officials acknowledged long-term and policy-level matters would be implemented gradually through coordination with relevant authorities. Given CAAB’s track record of delays and neglect, passengers have little reason for optimism about meaningful improvements.