Afroza stresses passenger service for Biman's revival

The government has outlined plans to upgrade passenger services at Biman Bangladesh Airlines as part of a broader strategy to modernise the country’s aviation sector and improve customer experience.

The initiative was highlighted on Monday during a meeting between Civil Aviation and Tourism Minister Afroza Khanam Rita and officials of the national carrier at Balaka in Kurmitola.

Civil Aviation and Tourism Minister Afroza Khanam Rita on Monday called for a united effort to transform Biman Bangladesh Airlines into a passenger-friendly and profitable airline, stressing accountability, service quality and institutional reform. “We are here to support you. Through collective efforts, we want to turn Biman into a truly service-oriented and financially sustainable airline,” the minister said while addressing a meeting with officers and employees at Balaka in Kurmitola at around 10:00am.

State Minister for Civil Aviation and Tourism M Rashiduzzaman Millat attended the meeting as special guest.

Emphasis on passenger service and accountability

Highlighting the importance of customer care, the minister reminded staff that their salaries are ultimately funded by passengers.
“You must treat passengers with respect. It is your moral responsibility, as your income comes from the people you serve,” she said.
She also announced plans to introduce performance-based evaluations for promotions, aiming to ensure accountability and improve efficiency within the airline.

In addition, she expressed hope that existing vacancies would be filled quickly and that salary structures and benefits would be enhanced to improve staff motivation.

Strategic reforms and expansion plans

The meeting discussed both short- and long-term strategies to strengthen Biman’s operational capacity and service standards.
Key proposals included the addition of new aircraft to the fleet, increasing the number of wheelchairs and support services for elderly and special-needs passengers, and improving connectivity between domestic and international flights to ensure smoother travel experiences.

Officials said these measures are intended to modernise operations and make the airline more competitive in the regional aviation market.

Vision for a model public airline

State Minister Millat said the government is committed to building Biman into a model public institution that reflects efficiency, transparency and public service.

“Our goal is to make Biman an example of a citizen-friendly and well-managed national carrier,” he said.

On-site inspection of catering facilities

After the meeting, the minister and state minister visited the Biman Flight Catering Centre (BFCC), where they inspected cleanliness standards and overall service quality. The visit forms part of ongoing efforts by the Ministry of Civil Aviation and Tourism to enhance aviation services, improve passenger satisfaction and ensure international standards across the sector.

Officials said the ministry will continue working closely with Biman to implement reforms and deliver a more reliable and passenger-centric airline service.