Written by Tanisha Cardozo || Team Allycaral Travel Desk
In response to the operational crisis faced by Indigo Airlines, the Airports Authority of India, in coordination with all stakeholders, implemented a series of proactive measures to ensure smooth and uninterrupted airport operations. Extensive manpower was deployed across all passenger touchpoints including check-in, pre-security hold areas, boarding gates, and city-side zones to prevent congestion and ensure seamless queue management. Airport Operators provided additional check-in counters, while both airlines and airport teams strengthened staff presence to guide and support passengers.
To ensure a smooth flow of city-side operations, AAI coordinated closely with CISF, Goa Police, and the Traffic Police for crowd management around the Indigo ticketing counter. Extra ticketing counters were allotted for passenger convenience, and traffic authorities ensured lane discipline. CISF Quick Response Teams and Goa Police maintained surveillance to avoid any untoward incidents, while digibuddies assisted passengers at entry gates and additional CISF personnel facilitated faster terminal access. Seating availability, trolley retrieval, kids’ zone facilities, and swing operations were maintained for passenger comfort.
Monitoring of the terminal was strengthened through senior-level committees conducting frequent checks to ensure service delivery and a high standard of cleanliness. All washrooms, including city-side facilities, were fully manned with adequate consumables, and housekeeping teams maintained continuous cleaning cycles. First-aid facilities, wheelchairs, baby-care amenities including kettles, water, napkins, and diapers were ensured without interruption. The “May I Help You” counters were reinforced, with staff deployed at key passenger interaction points such as check-in and the security hold area. The Flybrary at the SHA was updated with reading materials, and concessions ensured the availability of refreshments, milk, and diabetic dietary options. Priority assistance was extended to wheelchair users, PRMs, seniors, pregnant women, and mothers with infants.
Information dissemination was strengthened through real-time updates in coordination with airlines. Flight Information Display Systems operated smoothly, and social-media platforms of Goa International Airport communicated timely updates regarding delays or cancellations. Airlines issued SMS and online notifications to passengers, and refreshment provisions were ensured for affected travelers.
Operational manpower remained robust, with check-in and ticketing counters fully staffed. Stakeholder representatives worked together from the 24×7 Control Room and AOCC. City-side deployments of security, traffic police, and housekeeping teams ensured uninterrupted operations. Baggage delivery was prompt with no congestion in the baggage claim areas, and any residual baggage was cleared the same day. Help desks manned by Indigo and the airport operator remained active at the city-side, departure hall, and arrivals zone.
A dedicated control room operated round-the-clock with representatives from Airlines, CISF, State Police, and AAI to handle coordination and grievances. Messages regarding delays and cancellations were disseminated promptly through digital displays, social media, and airline communication systems.
As per the directives of MoCA, a senior Director from the Ministry visited Goa Airport on 9.12.2025 to assess the facilities and action taken by AAI and stakeholders. He appreciated the proactive efforts of the Airport Operator, all airlines including Indigo, CISF, Police authorities, and supporting teams for ensuring smooth handling of the situation and briefed the media on the current status.
Airport operations have since normalized, with only an average of seven planned cancellations per day. Since these cancellations are pre-advised, passengers do not arrive at the airport, preventing congestion. Passengers who visit for ticket changes or cancellations are assisted 24×7 by the airline ticketing counter and the Duty Terminal Manager of AAI. All measures continue to be implemented to ensure a safe, seamless, and passenger-friendly airport environment.
