DigiYatra users at MIA get exclusive lane after outcry

Mangaluru: Following passenger complaints, Mangaluru International Airport has set up a dedicated lane for DigiYatra users at its departure gate.

The airport, which handles about 6,000 travellers daily, previously allowed non-registered DigiYatra passengers to use the DigiYatra lane to ease congestion. The move created inconvenience for registered users. The airport has now enforced exclusive access for DigiYatra travellers.

A reality check by TOI on Friday evening confirmed the changes after feedback from passengers and executives regarding the DigiYatra operations. One of the irked passengers recently took to social media X and posted: "@Vbhat379783 @RamMNK the long line to enter Mangalore airport terminal - 7.40pm - March 30. We are told DigiYatra entry is not possible/permitted."

The staff stationed at the DigiYatra lane, told TOI about the glitch and its resolution. The staff explained that the airport experiences peak hours daily from 5am to 8.30am and from 4pm to 9pm. Thousands of passengers, both international and domestic, use two departure gates on the upper level of the airport, which has four lines. After the introduction of DigiYatra, one lane installed with a face recognition device was dedicated to the service. However, during the peak hours, to speed up the process, the officials allowed non-DigiYatra passengers on the dedicated DigiYatra lane, causing inconvenience to those who use it.

"After backlash, now MIA has reserved one lane exclusively only for DigiYatra users," adding that about 500-600 passengers use the facility on a daily basis. The staff duty hours were also changed after the complaints so that the rush is handled smoothly.

One of the CISF personnel on duty at the departure gate expressed it is difficult to manage passengers during peak hours, and they had to open the dedicated DigiYatra lane to non-users. "Now we have streamlined, and DigiYatra is functioning well. We are new to this technology," he said. Since the airport onboarded DigiYatra recently, it has also deployed a technical team on the spot to look for any glitches.

With one line at departure exclusively dedicated to DigiYatra, and the line next usually used majorly for airport staff movements, including pilots, air hostesses, officials, and others, it has now resulted in serpentine queues at the other two non-DigiYatra lanes during the peak hours.

"Earlier, out of four, one was reserved for airport/aircraft staff movements, the rest for domestic/international passengers. However, now one lane is dedicated to DigiYatra. We also allow passengers on the line meant for airport/aircraft staff movement during peak hours to clear the rush," a staff member deployed at the departure gate added.

When contacted, an airport spokesperson said the DigiYatra facility is functioning smoothly.