Mumbai Airport Takes Passenger Centric Initiatives Amid Growing Footfall

Prioritising passenger's convenience first, Chhatrapati Shivaji Maharaj International Airport (CSMIA), Mumbai, has initiated several key 'Passenger Centric' initiatives and invested in infrastructure upgradation to resourcefully support the growing passenger volumes. CSMIA is closely working with the Ministry to ensure that every effort is made to make the airport experience as seamless as possible.

It is pertinent to note that this development came after there was a hue and cry over long queues at immigration and security check of Mumbai airport two times recently which led to delayed flights and inconvenience to passengers.

Please find below the details of the initiatives undertaken at CSMIA to streamline passenger flow for your kind perusal.

CSMIA has augmented its manpower resources with the inclusion of ‘Passenger Service Executives’ complemented with Infrastructural facilities to meet passenger expectations and consistently deliver exemplary service standards.

Key initiatives include:

• Passenger Flow and Queue Monitoring System - a digital tool used by the Operation Team to closely monitor passenger footfalls in Security Processing Zone.
• On Ground terminal operations team are deployed at pre security check for Security Restricted Articles removal to reduce the rejection rates at Automated Tray Retrieval System (ATRS).
• Staff deployed at the end of the ATRS machines ensure quick turnaround for security trays.
• Terminal Duty Managers are present at security check for managing the queues and to prioritize Senior citizens and passengers with child in arm in coordination with CISF.
• Given that Immigration and Customs are Sovereign functions, active on ground coordination is done for Queue Management and Resource Mobilization.
• Terminal operations team are deployed at the immigration hall to guide the passengers to designated counters.
• Customer Service Executives deployed at the curbside for proactive passenger assistance, managing queues at the entry gates and PRM assistance.
• Terminal Operations team deployed at Self baggage drop kiosks and CUSS check in kiosks to decongest the traditional check in counters.

 In the event of sudden passenger surge, passengers are prioritized as per departure timings.