Mumbai airport launches major support plan for stranded passengers amid IndiGo crisis

Mumbai: Mumbai’s Chhatrapati Shivaji Maharaj International Airport has unveiled a wide range of measures to help passengers stranded after large-scale flight cancellations and operational delays. The airport has focused on providing comfort, improving communication and maintaining smooth logistics as the city grapples with severe travel disruption.

To ease the difficulties faced by travellers, airport authorities have brought in a series of passenger centric steps:

Passenger comfort and essential services

• Additional seating

has been arranged across both terminals so passengers waiting for long periods have adequate space to rest.
• Free refreshments are being offered to stranded travellers to help reduce discomfort during extended delays.
• Extra duty terminal managers and customer service executives have been deployed to guide passengers and respond quickly to their needs.
• Food and beverage outlets have been instructed to maintain sufficient stock at reasonable prices, with airport teams monitoring pricing to prevent overcharging.

Improved passenger assistance and information access

• Dedicated exit gates have been set up to speed up departure for passengers affected by cancellations. These gates are manned by terminal operations staff, airline representatives and CISF personnel.

• Twenty four hour help desks across the terminals are ensuring passengers receive timely and accurate information.
• Flight Information Display Systems are being updated regularly with the latest airline inputs to keep passengers informed even when updates arrive slowly.
• Round the clock medical support is available, with airport medical teams ready to assist anyone requiring care.

Cleanliness and hygiene measures

• Additional housekeeping staff

have been deployed to maintain cleanliness in crowded areas and ensure quick waste removal.
• Female washrooms and baby care facilities are receiving extra attention to maintain hygiene standards throughout the day.

Baggage retrieval taskforce

The airport has formed a special taskforce comprising teams from terminal operations, baggage operations, MIAL security, CISF and IndiGo. The group is working to quickly retrieve and return check in baggage belonging to passengers from cancelled flights to minimise inconvenience.

Airside and landside management

Operational challenges persist due to uncertainty around flight schedules and aircraft movements.

• Despite space constraints, the airport has managed to allocate special parking for about 25 grounded IndiGo aircraft.
• Additional traffic marshals have been posted at the multi level car park and terminal exits to ensure smooth vehicle flow and easier passenger movement.