Delhi Airport

Customer Reviews

No Skytrax Rating
Terminal Seating 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Queuing Times 12345
Food Beverages 12345
Airport Staff 12345
Customer rating from 358 reviews
5/10
No Skytrax Rating
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6/10

"mess at the security check"

(India)

Not Verified |   Delhi Airport (IGI, Terminal 3) adds so much chaos to the travel. Starts with a entry gate where there is a separate que to register the boarding pass after which passengers have to walk back and go through a different gate for entry. This is something which could happen in sequence and there was no need for additional checkpoint and confusion. The new self checkin baggage drop counters needed to have some back up plans before full time launch. Most counters have glitches and some suddenly become dysfunctional. And when there is a such a glitch, the que is shifted to next counter without any system. This adds significant inconvenience, delay and frustration! Some layouts such as having domestic check-in counters opposite International Security check counters and vice versa is adding so much to the inconvenience. The system of smart tray systems at security check could be so much better. The purpose is so that people can easily offload the bags for security check and push it in easily. But the purpose itself is defeated. People are made to carry the smart trays, load their bags and stay back in ques as it used to happen with usual trays adding to unwarranted chaos and a mess at the security check counters.
Experience At AirportDeparture Only
Date VisitFebruary 2024
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Airport Staff 12345
yes
1/10

"one of the worst airport experiences"

(United Kingdom)

Trip Verified | My husband and I were travelling with our 6 month old baby. It really was one of the worst airport experiences we have ever had. When leaving, we arrived to terminal 3 over 3h before. There are no signs at all for which door to use for international departures so you have no choice but to ask people for help, who will only help you if you pay them. We eventually got into a queue and the security guard was demanding to see airline tickets. We had everything on our phones - but no access to WiFi to be able to display the tickets. We could not download the boarding passes as BA advised they needed to be collected from the desk. This resulted in an unnecessary stand off with my husband desperately trying to explain. If passengers are required to have e tickets then airlines should be advising passengers to have this printed or risk not being allowed into the airport. This would be less of an issue if we could access WiFi, but we could not get a code without physically being in the airport to visit a kiosk. We thrn entered the security queue. As I mentioned we were travelling with a 6 month old baby and we therefore carried a bag filled with baby items including milk, baby food, nappies, wipes etc. your staff stopped the bag - stating we had batteries in it. My husband emptied the bag and showed there were no batteries or anything illegal for that matter. The staff still refused to allow the bag through even though they could see it contained essential items for our baby. They then very vigorously searched my husband. My husband then became quite upset and anxious given how vital it was we had this whilst travelling. My husband repeatedly asked what was the reason for withholding the bag, not once did they give an answer that made any sense, they just seemed to be exercising their authority. Eventually again after a long stand off we got the bag. It was completely unnecessary, upsetting and stressful. It is shameful that they treat people in this way. The job of security is to screen and look for dangerous items, and protect the public - not to bully people.
Experience At AirportArrival and Departure
Date VisitFebruary 2024
Type Of TravellerFamily Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no
2/10

"I felt very intimidated"

(United Kingdom)

Trip Verified | I was flying to London, Gatwick and I had a transit in Delhi Airport. As soon as I was taken through security check there were two guards sitting at the entrance to check boarding pass, As I was escorted by one of the Airport staff he told me to show my boarding pass to them instead they told me to go through and started laughing as if they were making fun of me, I ignored it and moved on to where they would check my hand luggage. As my bag went through scanner, One of the guard told me to open my bag he told me to take out everything so I took everything out as instructed which point he happened to see my cigarette and e-liquid, He told me that is not allowed and I asked why, Another guard approaches he says the same thing, I asked him the reason why is it not allowed, I asked them if e-cigarettes and e-liquids are classed as illegal drugs. Instead of answering my question they start talking amongst themselves in their language, I felt like they were talking about me which made me feel really uneasy. Also to check one person they use two to three person, I felt like I was in a police station and not in International transit, I felt very intimidated. It looked they have done this to other international passengers as well. If that is how their security staff works then they might as well hire a thug. They didn't made me feel secure at all. I will say this that would be the last time I will travel from that Airport. I will discourage all my friends and families who wish to travel through this Airport in the future.
Experience At AirportTransit
Date VisitDecember 2023
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no
1/10

“Staff are clueless”

(United Kingdom)

Not Verified | Rudeness is not the word, it’s a level up than that. Staff are clueless about organising the crowd. No management or leadership across all levels. Don’t even have a courtesy to return a good morning.
Experience At AirportTransit
Date VisitJanuary 2024
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no

1st February 2024 : Delhi Airport response

Dear Miller, Providing a positive and courteous experience is of utmost importance to us. We take your comments seriously, and will address this matter with our team to ensure that proper training and guidance are provided to enhance their interactions with our valued passengers. To apprise you, our on-ground officials are present round the clock at various passenger touchpoints (Terminal entry gates, Check-in counters, Pre-Security Hold Area, Boarding Gate area, Immigration counters, Customs) to monitor the passenger movement. If they observe any surge in waiting time, they promptly escalate the concern with the respective department to ensure a seamless travel experience so that it meet passenger’s expectation. As an Airport Operator, various behavioural trainings are being conducted for the staff deployed at Airport (including CISF/Immigration/Airline) by our In-house training team – DISHA. We once again thank you for bringing this to our attention, and hope to have the opportunity to serve you better in the future.

3/10

"a complete shambles"

(Australia)

Trip Verified | Delhi Airport is run by incompetence and is a complete shambles. On a positive side - the airport is very clean, including the toilets. On our arrival into the airport, it was very early in the morning and there were very few people around, but it took us nearly 40 minutes to get through passport control as the people were finger print scanning everyone and insisting on all paperwork being filled out the way they wanted. Once they had this paperwork, they were very slow at processing it. The whole arrivals area looks pretty grim, particularly past customs. After you collect your bags, you have to walk through a long shopping mall before you finally get to customs and out to the door. We were expecting people and touts everywhere, but surprisingly this wasn't the case and it was a calm and peaceful entry into India. Our departure was the opposite.... as I said before - complete shambles. Delhi Airport's International terminal had been completely upgraded / rebuilt and looks very nice and clean - unfortunately the government must have run out of money after paying for the President's new jet and could not afford to put in a decent security screening system - I'll get back to this later. Before getting into the airport, you must have a boarding pass, which we didn't have so we had to argue with the soldier on duty and he finally let us in after we showed him our passports and a flight ticket. There are several of these check points and it is not clear which check point you have to go to unless you are in an Indian Airline. Inside the terminal looks nice, fresh and clean and I guess they want to keep the touts, pickpockets etc out of the airport. After check in was passport control - the guy on the desk did his job, but was surly and he stamped our passport and boarding pass - at this stage I thought things were going too smoothly until security. Security at Delhi Airport requires you to wait in line while removing all electronics and plugs out of your bag and holding on to them. When you get to the front of the queue you have to get your boarding pass out again and passport and show it to a security staff member, you have to find several small trays to put all of your things in so nothing is on top of each other, then wait in another line (we had to hold 6 of these trays). When we got to the front of this queue, we had to get our boarding passes and passports out again and show them to another security staff member. Next, males and females are separated, walk through the metal detector to another staff member and show your boarding passes and passports again. Eventually our bags and belongings turned up from the scanner about 5 minutes later, but there was no table or space we could comfortably put our things back into our bags. As I mentioned before the Indian Government has made a nice looking modern airport (departures side) with clean facilities, plenty of space and adequate eating places, but it has not invested in a decent and efficient Security screening system, which is why it is complete shambles. My only other complaint is why all the areas where you can sit and watch the planes coming and going are all locked off as departure gates and people like me can't find somewhere to sit and watch the aircraft coming and going. Overall, I would have a good impression of Delhi Airport if they fixed the security screening, but we won't be flying into Delhi again.
Experience At AirportArrival and Departure
Date VisitJanuary 2024
Type Of TravellerFamily Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no

3rd February 2024 : Delhi Airport response

Dear Tony, Thank you for taking the time to share your detailed feedback regarding your recent experience at Delhi Airport. We regret to hear about the challenges you had encountered during the travel – both arrival and departure at Delhi Airport. We have noted your observations regarding the efficiency of passport control and security screening and also shared it with concerned authorities. We totally understand the importance of seamless operations and as an Airport Operator, we are committed to addressing concerns that adversely impacts travel experience for our passengers. Your feedback on the cleanliness standard at Delhi Airport including the restrooms is encouraging and we are pleased to hear that you found the facilities well-maintained. We are committed to maintaining high standards of cleanliness and hygiene throughout the airport, and your positive comments motivate us to continue our efforts in this regard. We would also like to inform you that Delhi Airport is amongst the hyper-sensitive Airports in India and to ensure the safety and security of passengers, multi-level security checks are put in place. At Dehi Airport, Security operations is managed and controlled by Central Industrial Security Force – CISF, as constituted and maintained by the Central Government. We have forwarded your communication to the authorities . You may also share your feedback directly by writing to the CISF-Airport Sector-Delhi (Grievance Cell) by visiting - https://www.cisf.gov.in/cisfeng/contact_us/ or by writing to [email protected] We are committed to enhancing overall experience of our passengers and we would love to welcome you back to showcase the positive changes we implement. Should you have any further concerns or suggestions, please feel free to reach out to us directly by visiting - https://www.newdelhiairport.in/contactus

3/10

“need to do something about queuing times”

(United Kingdom)

Not Verified | I used to really like Delhi airport. There is a great range of food and drink outlets at reasonable prices, including pay for lounges, which again are competitively priced compared to many European countries. Some really nice shops also for all budgets, unlike the overpriced designer outlets which dominate many other countries. They really need to do something about the queuing times, which are some of the worst I have experienced anywhere. Arrivals can be hit or miss, but this time on departure, I arrived a full 3 hours before the flight, but had to queue first 10 mins to enter terminal (normal in South Asia) then appalling 1 hour to check-in for Air India. There were no bag drops for people who had checked in online. After that there was 30 mins for immigration, then security another 30 mins. There were not a substantial amount of people, it was just the process was so slow, and many counters were unattended. If you want any time to shop or relax and eat, you probably need to arrive 4 hours before your flight. My flight was boarding by the time i cleared security.
Experience At AirportTransit
Date VisitDecember 2023
Type Of TravellerBusiness
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no

22nd December 2023 : Delhi Airport response

Dear Mike, We appreciate your detailed feedback on Delhi airport, highlighting the positive aspects like the diverse range of affordable food and drink options, lounges, and a variety of budget-friendly shops. It's indeed unfortunate to hear about the extended queuing times and delays you experienced during the departure process. We understand the challenges of standing in line for an extended period during check-in, and want to inform you about our Self-Baggage Drop facility, an innovative and passenger-friendly initiative designed to streamline the baggage drop-off process. This facility aims to reduce your wait time by approximately 15-20 minutes, contributing to an improved overall airport experience. For more information, please visit https://bit.ly/DEL_Drop-n-Fly. Our airport officials are actively monitoring wait times at Security Hold area, Immigration, and check-in counters. These officials coordinate with relevant stakeholders, including CISF, immigration officials, and airline operators, to assist passengers and minimize any inconvenience caused. Your insights into the need for improvement in these areas are highly valuable. We are committed to enhancing efficiency and streamlining processes to ensure a more enjoyable travel experience for all our passengers.

3/10

"This airport is to be avoided"

(Canada)

Trip Verified | Had a domestic to international transfer. Followed the signs to an area that looked like customs. They seemed to be turning non Indians away and told us essentially to go out through arrivals. Asked for help a few times as the signs were very unclear. Finally ended up walking what must have been a kilometer to very poorly signed location where a guard directed us up to the main departures area. Went to go through customs and redo security but customs wouldn't let me through as I had a long transfer (8 hours). At any regular airport this would not be an issue but of course here they make life difficult. I tried to get help but everywhere I went I was told there was nothing that can be done and all told me different times I could pass into the international terminal. I paid for a business class ticket so I could stay in the lounge during the layover but instead I was in the departure hall with hundreds of people with many sitting on the ground due to lack of seats. No restaurants or anything in the departure hall so just stuck there. I had to go to the washroom but couldn't stomach it. I tried to return to arrivals as I had seen a lounge there but I wasn't allowed. I tried to leave the airport and even that was not permitted they told me I'd have to walk to the other side of the airport to exit. I tried getting help from the airline and they were unhelpful. This airport is to be avoided. The other airports in India that I've been to have been ok but this one is really subpar and treats their passengers, especially transit passengers very poorly. Security is also extremely picky wanting any cable or anything electronic to be taken out. It becomes very chaotic as you are separated from your belongings. Honestly security at airports is never a pleasant experience but they seem to aim to create extra chaotic situations in an already stressful environment. Avoid if you can I certainly will in the future.
Experience At AirportTransit
Date VisitNovember 2023
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no

21st December 2023 : Delhi Airport response

Dear Kayne, We regret the inconvenience caused to you during recent transfer experience at Terminal 3. Please note that the transfer facility (Domestic to International Transfers) is specifically designed for passengers with very short connections. Passenger with longer connecting time are requested to enter the check-in hall area through the transfers section available at the Meeters & Greeters (M&G) Area, Terminal 3 Arrivals (just before the exit gates). At this M & G area, passengers can take advantage of the lounge facility and explore various F&B outlets. Further, within the check-in hall area, restroom facilities are available prior the Immigration area, and proper signage are in place to guide passengers. In case passenger require any assistance, he/she can approach nearest Helpdesk located in the passenger movement area inside the Terminal building. The staff at these information desks are ready to provide necessary support. It is important to note that guidelines for entry and exit to the Terminal are regulated by BCAS (Bureau of Civil Aviation Security). Once passengers enter the check-in hall area, they cannot exit the Terminal building due to security measures. As an Airport Operator, we are abide to adhere to the regulations set by government agencies, including security checks. We are committed to refining our processes and procedures to ensure a seamless travel experience for our esteemed passengers.

4/10

"Terminal 1 is very disappointing"

(India)

Not Verified | I experienced both Terminal 3 and Terminal 1 at Delhi Airport during this trip. Terminal 3 experience is always good, though slightly clinical, unfortunately Terminal 1 is very disappointing. I understand Terminal 1 is under redevelopment but basics can be taken care of easily. The charging points in most areas do not work. The security screening process is a nightmare and you could see the staff struggling (no blame on them, they were in a tough situation). The number of F&B outlets is very limited and extremely expensive. Considering it is mostly LCCs who use this terminal, it is often important to refuel before the flight which becomes difficult. Lack of vending machines means that the few outlets who serve this terminal can charge any amount they please for drinks. I would recommend you actively avoid flights departing from this terminal till the renovation is completed.
Experience At AirportArrival and Departure
Date VisitOctober 2023
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no

8th December 2023 : Delhi Airport response

Dear S Shetty, Thank you for sharing feedback regarding your experience while you travelled through Delhi Airport, Terminal -1. We appreciate your understanding of Terminal-1 undergoing redevelopment currently and your observations on the issues faced. We have shared your feedback with concerned teams to review and take necessary actions. Our on ground team is very prompt in taking immediate action to rectify any issues that get notified. However, they have confirmed to increase the monitoring of the charging stations. Further, our spacious food court located after clearing security check offers variety of F&B outlets that cater to diverse cuisine preferences of our passengers. In our endeavour to enhance security measures, ATRS (Automatic Tray Retrieval System), state-of-the-art CTX (Computer Tomography X-ray) machines along with other mechanisms will be rendered once the renovated Terminal becomes operational. This upgrade aims to address existing space constraints as well. As Terminal 1 is gradually opening in phases, the installation of vending machines is underway and will soon be available for passengers. We want to assure you that, as the Airport Operator, we are dedicated to providing an expanded facility with a world-class passenger experience upon the completion of this project. Any inconvenience you experienced is deeply regretted, and we appreciate your patience and understanding during this transformative phase.

2/10

"This was a terrible ordeal"

(United Kingdom)

Trip Verified | We transited from Heathrow to Kathmandu via Delhi and returned from Kathmandu to Heathrow via the same, via Delhi’s T3. On both occasions our ‘transfer/transit experience’ was completely unacceptable, bordering on downright disgraceful. We expected the transfer to be similar to what we’d experienced at other major airports in the past, (like Heathrow, Bogotá, Lisbon), however, Delhi was an exception. On arrival, we found ourselves being ‘held’ in the ‘Transfer Area’ - were we had to wait for 2-3 hours (each way) for our tickets to be stamped. We were informed this could only be done by ‘Airline staff’ and we’d have to wait for ‘someone to come’. Hundreds of other passengers from other aircraft founds themselves having the same experience, some having waited for 5 or more hours. There isn’t ample seating, no shops, restraints or vending machines, just an area that looked and felt like an Emergency Department hospital waiting room with confused, anxious, tired and upset people waiting for ‘someone’ to stamp their boarding pass. The whole operation lacked any order, with staff behind kiosks saying ‘you have to wait’. After hours of waiting, and constantly asking, our boarding passes were initialled by the same man who’d told us to ‘wait’ and we then proceeded through a security area that seemed that it hadn’t changed in 20 years. There was no automated belt/carousel to place items on ( we all shudder our trays along a table) and ever passenger was asked to stand on an elevated wooden box (in front on 100’s waiting) whilst an ignorant security guard waved a wand, and abruptly stamped the boarding card. I can compare this 2-3 hour ‘ordeal’ to transiting at Heathrow - one of the worlds busiest airports - which took 20 minutes. If you are simply using Delhi to transit/transfer, please consider another airport. I am writing to our travel agent to ask they consider my experience, and others who’ve also documented the same on this site, so they might instead re-route their customers via another hub. This was a terrible ordeal, I can’t imagine what this would be like if we were travelling with children or elderly. Please I ask you to strongly consider another airport.
Experience At AirportTransit
Date VisitOctober 2023
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no

30th November 2023 : Delhi Airport response

Dear Kirk, We deeply regret the inconvenience you had experienced during your transit through Delhi Airport, Terminal 3. This to apprise you that, mostly transit passengers carry the boarding pass for their onward flight which is issued by the Airline at the origin airport itself. As a practice, airline staff or their Ground handling Agency (GHA) staff is usually available at the transfer desk in the transfer area to guide passengers. As per Airline guidelines, the transfer counter for checking in passengers travelling on international flights opens 4 hours prior to the scheduled departure time and boarding passes are issued at that time. This matter may be taken up directly with the airline you had travelled with. Further, passengers who have enough time before their next flight connection from Delhi Airport can choose from food options at the transfer area. Comfortable seating along with recliner chairs are also there for passengers to relax while waiting for their next flight. Alternatively, passengers having longer duration between their connecting flights have the option to exit the terminal building provided they are in possession of a transit VISA and avail various facilities such as lounges, transit hotel and wide array of F&B outlets at Delhi Airport. We are pleased to inform you that a dedicated team is available 24*7 to address passenger concerns and queries. Please connect with us directly by clicking on https://www.newdelhiairport.in/contactus whenever you are travelling through Delhi Airport. Rest assured, we are actively working to enhance travel experience of our passengers and to achieve this objective we are currently in the process of revamping the transit area. Thank you for your understanding and patience.

1/10

"Very limited facilities"

(Singapore)

Trip Verified | Worst airport to be in. No one assisted for transfers. People are horrible for not helping travelers find their way. They are even mad and rude to answer questions. Very limited facilities for resting and charging phones. To connect to wifi they have to get your passport details from a kiosk, how troublesome especially the queue for it.
Experience At AirportArrival and Departure
Date VisitOctober 2023
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no

24th November 2023 : Delhi Airport response

Dear M Chua, We regret the inconvenience faced by you during your transit through Terminal 3,Delhi Airport. We would like to inform you that the airline staff or their Ground handling Agency (GHA) staff is usually available at the transfer desk in the transfer area to guide passengers. Passengers who have enough time before their next flight connection from Delhi Airport can choose from food options at the transfer area. Comfortable seating along with recliner chairs are also there for passengers to relax while waiting for their next flight. For Internet usage at Delhi Airport, passenger identification details are required as it is a regulatory requirement by Indian Government and hence passport details would have been asked. We also conduct periodic behavioural trainings and constant monitoring of the Airport staff to ensure they project helpful and courteous attitude while dealing with our esteemed passengers. Rest assured, passenger experience is paramount at Delhi Airport and we wish to serve you better in the future.