Navi Mumbai International Airport delivers swift entry and security clearance, yet several aspects of passenger experience, from signage and connectivity to amenities and staff engagement, remain uneven.
After multiple trips through the airport, it is evident that operational efficiency has been prioritised. Airports reveal their character on routine days, not during inaugural events. As civic gateways, they shape how travellers perceive a city, making the passenger experience the central offering.
Approach and Wayfinding
The approach road requires clearer and more frequent signage with visible airport markings. Vehicles are often seen taking wrong turns and reversing, leading to confusion. The absence of green cover along the approach and within the terminal precinct is noticeable for a greenfield project.
Within the terminal, visible unfinished ceiling work at the departure concourse stands out. Passenger experience is not about surface finishes alone but about integrated systems, signage, staffing, connectivity, and maintenance working together.
Efficiency and Flow
Entry into the terminal is quick. For DigiYatra users with hand baggage, the journey from drop-off to security clearance can take under five minutes. The sustainability of this speed at higher passenger volumes remains to be seen.
Despite low flight frequency, baggage arrival times appear longer than expected. The car pickup zone feels disorganised, with uneven traffic flow and lighting that could be improved.
Connectivity and Services
Mobile network coverage is inconsistent due to disputes over telecom infrastructure access fees. Free Wi-Fi functions reliably in most areas, though dark spots remain. In a digital travel ecosystem, uninterrupted connectivity is basic infrastructure.
Retail operations are still expanding, though a tea or coffee priced at Rs 110 is a rare relief in airport pricing. Charging stations are limited, and restroom maintenance requires attention.
Staff across touchpoints appear disengaged, with minimal interaction. Airports are service environments where human engagement shapes perception.
At present, Navi Mumbai International Airport operates efficiently but lacks warmth and cohesion in passenger experience.
Source: The Free Press Journal
