Once hailed as a symbol of India’s aviation prowess, Delhi Airport’s Terminal 3 is now the center of growing criticism. Passengers are raising alarm over poor maintenance, staff misconduct, and inadequate facilities at one of the country’s busiest terminals.
Terminal 3 (T3) of Indira Gandhi International Airport, operated by GMR-led Delhi International Airport Limited (DIAL), is under fire as passengers take to social media to vent frustration over deteriorating conditions, lack of hygiene, and what many describe as an overall “decline in standards.”
Commissioned as a showpiece ahead of the 2010 Commonwealth Games, T3 was inaugurated on July 3, 2010, and became fully operational by the end of that month. Once considered among the most modern terminals in Asia, it now faces an image crisis.
A viral comment captures the current frustration:
"Do we need to form an air travelers’ union like railway passengers now?"
What Passengers Are Complaining About?
Feedback collected from social media platforms, consumer forums, and review sites paints a troubling picture:
1. Security Check Chaos
Long queues, inadequate staffing, and chaotic screening processes have led to passenger distress. Some travelers described being forced to unpack sensitive items like healing bowls. Allegations also surfaced of staff misconduct, including a case where a guard allegedly demanded money under false pretenses tied to COVID-19 documentation.
2. Unresponsive and Untrained Staff
Reports highlight unhelpful GMR personnel during baggage delays and flight disruptions. One April 2025 post described a midnight luggage delay where passengers were left with no updates or staff support — “like a bus stand,” one traveler said. Elderly passengers also complained of neglect during extended delays.
3. Broken Infrastructure and Amenities
- Overflowing trash bins
- Malfunctioning air conditioning
- Broken charging points
- Insufficient seating during peak hours
These are just a few of the maintenance issues cited.
4. Parking Woes
The airport’s parking system has been slammed for malfunctioning exits, lack of FASTag lanes, and high charges. Many described rude staff behavior and unnecessary exit delays.
5. Commercial Overload vs. Safety
Critics argue that GMR has over-commercialized the terminal at the cost of passenger flow and safety. Some fear that cluttered walking areas and excess kiosks pose risks in emergencies.
6. Lost Property and Customer Support Gaps
The lost-and-found service has been branded unreliable. Travelers report no follow-up or help from GMR after losing laptops, bags, and valuables during checks. Even contact numbers listed for feedback allegedly go unanswered.
7. Extortion Allegations
In one troubling account, a GMR security guard reportedly impersonated an official and tried to extort money from a driver at the drop-off zone, pointing to serious lapses in monitoring and training.
GMR’s Position
GMR, via DIAL, attributes some challenges to heightened security protocols at T3 and highlights initiatives like DigiYatra and buggy services to ease movement. However, passenger accounts suggest these services are inconsistently available or poorly managed.
So far, GMR has not issued a formal statement addressing the rising complaints, and the Directorate General of Civil Aviation (DGCA) has remained silent.
Why It Matters?
Since becoming operational in July 2010, T3 has served as India’s flagship terminal, handling over 40 million passengers annually. It’s not just a transit hub — it’s the face of Indian aviation. Given the hefty user development fees passengers pay, there is increasing pressure for accountability, transparency, and reform.
What's Next?
Passengers are calling for:
- Independent audits of airport services.
- Overhaul of grievance redressal systems.
- Regulatory checks on private airport operators like GMR.
Whether the uproar leads to meaningful change or becomes just another trending issue remains to be seen.