Cochin International Airport Limited (CIAL), invites sealed tenders from reputed, interested, competent and eligible agencies for selection of a competent agency / consultant for the task of conducting the fieldwork for ACI-ASQ survey, objective parameter benchmark study & service quality related studies at Cochin International Airport for three years starting from effective date.


Tender document will be issued from the office of the Deputy General Manager (Commercial), Cochin International Airport Limited, Kochi Airport P O, Ernakulam – 683 111, on all working days from 16th November 2019 from 1000 hours to 1630 hours, on payment of Tender document cost of Rs.5000/- plus 13% GST. The last date for submission of tender is 1430 hours of 3rd December 2019


Cochin International Airport Limited (CIAL), invites sealed tenders from reputed, interested, competent and eligible agencies for being appointed as Consultant to carry out


1.      ACI - ASQ Fieldwork survey at Cochin International Airport and associated activities

2.      AERA Service Quality Benchmark study

3.      Customer Satisfaction Survey  as per the Airport Operator’s requirements


The period of contract shall be for three years starting from the effective date.


Tender Reference

CIAL/COML/ADMN/101/ 2019 dt. 15.11.2019

Tender Inviting Agency

Cochin International Airport Limited (CIAL)

Name of Tender

Tender for selection of a consultant for conducting the fieldwork of ACI-ASQ survey, AERA Service quality benchmark study and Customer Satisfaction Survey  at Cochin International Airport

Authority for Acceptance and /or Rejection of Tenders

The Managing Director, Cochin International Airport Limited

Cost of Tender Document

Rs.5000/- plus 13% GST

Last Date for Sale of Tender


Tender documents will be issued on all working days during office hours from office of DGM (Commercial) on payment of cost of tender up to 1600 hours of 2.12.2019

Last Date for Submission of Tenders

1430 hours of 3.12.2019

Bid Opening Date

1500 hours of 3.12.2019

Earnest Money Deposit (EMD)

Rs.5,00,000/- (Rs. Five Lakhs only)

Place / Office & Address where tender is to be submitted

Office of the Dy. General Manager (Commercial);

Cochin International Airport Ltd;

Kochi Airport P O ; Ernakulam – 683 111; Kerala

www.cial.aero; e-mail id: jp@cial.aero

Contact Person

Mr. Joseph Peter, Dy. General Manager (Commercial)

Ph no:+91 9539701512



                             TERMS AND CONDITIONS OF TENDER 

1.      The cost of Tender document (Rs.5000/- + 13% GST) may be made by way of online transfer of fund to our Bank account as per the details given below. 




Name                    : M/s Cochin international Airport Ltd.

Address                : Kochi Airport PO –Ernakulum-Kerala

  Pin -683111

Phone Number   : +91 484-2610115, +91 484 3053 000

Fax                        : +91 484 2610012

Email                     : finance@cial.aero




Bank Account Number : 15220 2000 00 542

IFSC Code                       : FDRL 000 1522

MICR Code                     : 6820 490 33

Bank Name                    : The Federal Bank Ltd.

Branch Address            : Nedumbassery/Extn. Counter, Ernakulam Dist.Kerala, Pin :-683111

Phone Number  : +91 484 2610049/+91 484 2610115/Extn-2134

EMD (Rs. 5 lakhs) will be accepted only in the form of demand draft in favour of ‘COCHIN INTERNATIONAL AIRPORT LIMITED’.


2. Eligibility Criteria


2.1 The Consultant shall be a Registered Company or Firm of Management / Marketing/ Survey/ Fieldwork Consultants with BCAS clearance and with experience and understanding of the ACI-ASQ survey, and possessing requisite experience and capabilities for undertaking the Consultancy.

2.2 The Applicant over the preceding past 5 (Five) years (as on the date of Tender submission), should have undertaken and completed at least one ACI-ASQ Survey Assignment of one calendar year in any Airport with over 3 million passengers. Agencies with ACI – ASQ Survey experience and BCAS clearance only will be considered.

2.3 As part of the eligibility conditions, the Completion certificate issued by the clients shall be produced along with the copy of the work order/Agreement specifying the nature of Survey conducted.

2.4     The Consultancy team shall consist of the following the key personnel who shall discharge their   respective responsibilities as specified below:


Key Personnel


Team Leader cum Survey Co-ordinator

He will lead, co-ordinate and supervise the Consultancy Team for deliverables in a timely manner as envisaged in this Tender document.

Other Personnel


Field Executives

Shall be responsible for carrying out the surveys in Cochin International Airport as per the Terms and conditions specified in this Tender document.


Conditions of Eligibility for Key Personnel: Each of the Key Personnel must fulfil the Conditions of Eligibility specified below. However better qualified candidates will also be accepted.


Key Personnel

Minimum Educational Qualification (Full time only)


Experience on Eligible Assignments

Team Leader cum Survey Co-ordinator

(01 no.)

MBA/Post Graduate/Engineering Graduate


He should have led the survey team for at least one Eligible Assignment and have had experience in at least one ACI-ASQ Survey of one calendar year.


Should obtain, a mandatory fieldwork training certification from ACI before the end of Q1 2020

Field Executives (3 nos at all points of time)

Graduates with proficiency in English, Hindi and Malayalam, with smart, pleasing personality and good communication skill. Knowledge in additional languages and aviation desirable

1  year in market research/survey.

Though Field Executives are not subject to evaluation, the selected Applicant is required to furnish the Curriculum Vitae of Field Executives to CIAL before beginning the Consultancy indicating the proficiency in the languages spoken. Beginning end of Q1 2020, the Field Executives are required to obtain, a mandatory fieldwork training certification from ACI valid for a period of 2 years. This certification shall be through passing an online exam (renewal every two years) conducted by ACI on the ASQ field work rules.


All the Key personnel and Field Executives should be permanent employees of the applicant.

The Field Executives as well as all Consultant’s personnel should have thorough knowledge of ACI-ASQ Survey, AERA Survey and Service Quality audit/survey. Company Uniform is mandatory. They also should develop technical knowledge about hand held instruments for survey purpose as ACI-ASQ might move on to paperless platform immediately.

In order to monitor and guide Field Executives, the Team Leader/ Survey Co-ordinator is expected to obtain mandatory fieldwork training certification from ACI as detailed above. The selected applicant should be willing to train the Field Executives accordingly.

CIAL will not normally consider any request of the Selected Applicant for substitution of the Team Leader/Survey Co-ordinators. Substitution will, however, be permitted in exceptional circumstances if the Team Leader is not available for reasons of any incapacity or due to death, subject to equally or better qualified and experienced personnel being provided to the satisfaction of CIAL. Without prejudice to the foregoing, other than the circumstances, where the Team Leader/Survey Co-ordinators are not available for reasons of any incapacity or due to death, substitution of the Team Leader/Survey Co-ordinators shall only be permitted subject to a one time penalty of up to  Rs.25,000/- per incident.

2.5           Any entity that has ever been barred by the Central Government, any State Government, a statutory authority or a public sector undertaking, as the case may be, from participating in any project, would not be eligible to submit a Proposal.

2.6           Any Applicant who is blacklisted by any Airport operator in India shall not be considered.


3. Scope of Work and Services to be rendered by the Consultant

The scope of work of the selected ASQ consultant is to conduct

(A)         ACI- ASQ Fieldwork Survey

(B)       Objective parameter study based on AERA guidelines

(C)          Customer Satisfaction Survey and In depth passenger Survey


It shall be the responsibility of the ASQ Consultant to carry out the various surveys in accordance with all the rules and regulations, parameters and guidelines and measurements laid down by these Surveys/Survey authorities and to follow them meticulously. The ASQ consultant shall be responsible to conduct surveys as per the Guidelines and submit filled up questionnaires/formats, summary reports, analysis reports, suggestions and corrective actions, comparisons, deviation statements etc. as deliverables as required by CIAL and by the Survey authorities. ASQ consultant shall submit the deliverables to the concerned agencies and CIAL in the manner specified by the Survey authorities or CIAL.


 For further details, contact Mr.Joseph Peter (DGM,Commercial)  Ph no:+91 9539701512



  Cochin, Kerala
  (+91) 484 2610115, 484 3053000, 484 3053300
  +91 484 2610012
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