DG CAA has identified numerous deficiencies in the operations of the ground handling companies servicing Sofia, Varna, and Burgas airports Since the beginning of the month, by order of Deputy Prime Minister and Minister of Transport and Communications Grozdan Karadjov, emergency inspections have been conducted of all ground handling operators at the three airports.
The primary focus of these inspections has been the quality of passenger transport between terminals and aircraft. “It is high time we understand that passenger comfort is not just a pleasant aspiration - it is a mandatory requirement if we want to function as a normal European country,” Deputy Prime Minister Karadjov stated firmly.
The inspections covered the operations of four companies - SOF Connect AD, Swissport Bulgaria AD, Goldair Handling Bulgaria OOD, and Fraport Twin Star Airport Management AD. Findings included: inadequate cleanliness in passenger buses, failure to use the low-floor function for easier boarding and disembarking, failure to operate air conditioning systems, and a lack of communication with passengers in cases of delays in bus departures to the aircraft.
The DG CAA will impose the maximum legal fines on all four operators. As the current maximum fine under the law is BGN 500, Deputy Prime Minister Karadjov has instructed that the penalty framework be reviewed and updated.
The DG CAA has already issued instructions to all ground operators to immediately address the identified deficiencies, including:
introducing mandatory bus cleaning procedures before each shift and after every trip, with documentation in a logbook (deadline: June 30, 2025),
ensuring passengers are informed whenever waiting on buses is required,
assigning an additional staff member to accompany passengers,
conducting internal inspections by operator management,
and developing and implementing a passenger service culture standard (deadline: July 31, 2025).
“Weekly inspections will continue until a lasting improvement in service quality is achieved. Once service quality improves, oversight will continue with no fewer than one inspection per month,” Karadjov added.