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 373 reviews
5/10
No Skytrax Rating
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1/10

"Avoid this airport"

(Australia)

Not Verified | Difficult to find way around airport. Staff are unhelpful and give wrong information. However, the staff in the duty free shopping area are too helpful. Every time you look at anything, they pounce in an intimidating hard sell fashion. Apart from Russian airports have never encounted such officious rude staff. The security area is the worst. On two occasions I encountered the same female staff member. Each time she frisked me, all she says is turn. No smiles, no thankyous. Really intimidating place. Also why is it necessary to obtain tourist visa, when you have connecting flights, staying at airport hotel and not leaving airport. Avoid this airport.
Experience At AirportTransit
Date VisitMay 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

26th August 2024 : Delhi Airport response

Dear Leila, As an Airport operator, we value feedback provided by our esteemed passengers which help us in enhancing their overall travel experience. Professionalism and courtesy are important aspects of passenger experience and to ensure this, various behavioural trainings are being conducted for the staff deployed at Airport by our In-house training team – DISHA. Further, to apprise 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. Please note, passenger using Terminal 3 as International transfers needs to acquire a transit VISA, incase duration between both your international flights is more than 24 hrs. The VISA requirement is governed by Immigration authority and not by Airport Operator. At Delhi Airport, our aim is to enhance efficiency and streamline processes in order to deliver a hassle-free travel experience for all our passengers.

1/10

"Rude and unacceptable behaviour"

(United Kingdom)

Trip Verified | Arrived and spent far too much time in the 'Business Class' line for entry / transit - should have gone all the way to the end where they had 10 times as many people dealing with e-vias. Technology for fingerprint scanning rarely works, taking multiple tries to just scan one finger / thumb. My partner is Chinese and it took him much longer to pass through than me. Exited and had luggage to check in for our next flight. Was sent all the way to the end of the arrivals area to follow the sign for departures and lined up. Spent time waiting in the line with a luggage filled trolley each only to get to the front of the queue to be told to ‘go that way’. Nothing more. Rude and unacceptable behaviour of the staff. Was approached by another member of staff while wandering ‘that way’ to be told that we needed to go to transit. We explained what happened and asked why. Finally told that it was because there were no lifts at that end of the airport. Lined up at the midpoint area of arrivals to wait for one member of staff to stop looking at his phone and finally look at our passports. He said nothing, just handed them back. No directions, no instruction, just waved us through. Signs on the lift state 'no trolleys beyond this point'. So, we lifted all our luggage off our trolleys and then were told that it was OK to take a trolley into the lift. So, loaded up a trolleys again. Checked in, went to the ‘business class’ entry point for passport control which took forever. Went to the business class luggage scan – which took forever and then was stopped and searched because I had a fridge magnet in my hand luggage. A fridge magnet? Really? Technology needs to be updated. Passed my luggage through the machine again and just left it there on the rollers, waiting for all of the other passengers to pass through and be searched before I had to abruptly ask for my luggage to be returned to me. Staff are rude and ignore you, if even speak with you at all. Time wasted. Thank goodness our flight was much later in the evening. There were at least half a dozen people who clearly had similar delays and were late for their flight. At least they were polite and explained as they requested to pass that they were late for their flight and needed to jump the queue – no problem with that at all. Arrived at the lounge almost 2 hours after landing from our previous flight and the technology to scan your passport to get a coupon for wifi was slow and lethargic – rather like the staff. As the specific nature of the ID that you have to put into the system to log on to this wifi, this review and my activities are being monitored and logged as we speak. Let’s hope that someone takes note and improves things here. Zero stars Delhi Airport.
Experience At AirportTransit
Date VisitMay 2024
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Food Beverages N/A
Wifi Connectivity 12345
Airport Staff 12345
no
7/10

"airport came through and assisted me"

(South Africa)

Trip Verified |   I gave a score of 1 out of 10 in my prior review. But I must say the airport came through and assisted me particularly the terminal manager Karan and his assistant Manish. I am thankful. These things are always about customer service. So thank you.
Experience At AirportTransit
Date VisitMay 2024
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Food Beverages N/A
Wifi Connectivity 12345
Airport Staff 12345
yes

21st May 2024 : Delhi Airport response

Dear Everts, We sincerely appreciate your recognition of our team’s efforts. We will make sure to pass along your kind words to Mr. Karan and Mr. Manish, as they will be encouraged to know their dedication made a positive impact. At Delhi Airport, we strive to deliver exceptional customer service and are constantly working to enhance the experience for all our passengers.

1/10

"only go to into the terminal 4 hrs before"

(South Africa)

Trip Verified | I wish I could give this airport a zero. Staff unhelpful. I have checked in online and have a boarding pass however I am not allowed through the transit area without a paper boarding pass. Apparently you can only go to into the terminal 4 hrs before your flight. However, on the airport website it indicates that if you have a ticket and are transitting you can go and be in the terminal,/lounge/hotel. I have a hotel booking but I'm sitting and waiting for a paper ticket. What an advanced airport we have, it makes no sense that they won best airport. I could rather have transmitted through another airport in other country of all the airports in this country works this way. I suggest they take the lies of the website and put the actual correct process there.
Experience At AirportTransit
Date VisitMay 2024
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Food Beverages N/A
Wifi Connectivity 12345
Airport Staff 12345
no

27th May 2024 : Delhi Airport response

Dear Everts, We would like to inform you that the transfer desk at the International to International (I to I) transfer area is manned by the airline personnel or their Ground Handling Agency (GHA). The boarding pass for your onward flight is provided by the respective Airline or their Ground Handling Agency staff. As per Airline norms, the transfer counter for international flights opens 4 hours prior to the scheduled departure time, and boarding passes are issued at that time. Hence, you may address any further queries to the respective airline officials. Further, as confirmed in your following communication our Terminal Manager Mr. Karan Khera had met you to assist you in all possible ways. We regret that you were unable to access Transit Hotel facility. However, we wish to inform you that during the time of booking Hotel Reservation at International wing on our website, a prompt message is displayed stating that “All passengers travelling further to international destination, having a counter issued boarding pass and baggage checked-in can stay”. Basis the feedback received from your end, we would be revisiting our website content and explore ways to ensure information available for passenger guidance is more precise.

9/10

"very clean and properly maintained"

(Nepal)

Trip Verified |   I was there twice in last 10 days for transits. once from Vistara to Air France, and the other air India to air India. The airport looks crowded with airline and support staffs as compared to other international airports I have been to. They try to support and help the transfers which sometimes feel like hinderance and barrier. the facilities for the transit passengers are good, toilets, WiFi and food courts all are good. the airport is very clean and properly maintained. signs to guide the travellers are sufficient. we can pass through long layovers easily. the airport though is very vibrant makes one feel energetic . I like this very much. my vegetarian food choices are ample, prices are somewhat reasonable. security staffs needs to improve on behaviour issues. everything I experienced was fine .
Experience At AirportTransit
Date VisitApril 2024
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
yes

10th May 2024 : Delhi Airport response

Dear Alok, We are glad to hear that you found the facilities for transit passengers to be good, including amenities like washrooms, WiFi, and food court. A clean and well-maintained airport can definitely make a difference during travel. The vibrant atmosphere you described sounds energizing, and it's feels great that there are ample vegetarian food options available at reasonable prices. Professionalism and courtesy are important aspects of passenger experience and to ensure this, various behavioural trainings are being conducted for the staff deployed at Airport by our In-house training team – DISHA. At Delhi Airport, our aim is to enhance efficiency and streamline processes in order to deliver a hassle-free travel experience for all our passengers.

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

10th May 2024 : Delhi Airport response

Dear Rachna, As an Airport operator, we value feedback provided by our esteemed passengers which help us in enhancing their overall travel experience. We would like to apprise you that at Terminal 3, passenger can enter through any entry gates of Terminal building. To ensure any inconvenience caused to passenger, we have streamlined the entry process for DigiYatra and non DigiYatra passengers. The introduction of self-check-in baggage drop counters have resulted in decrease in the queue time at the Check-in counters. Further, a dedicated staff is always present to assist the passengers incase any technical issue is observed. Basis your feedback, we are continuously monitoring the functionality of the Self Baggage Drop counters. We would also like to inform you that the check-in counters are being allocated on Real Time basis. Further, these check-in counter is being manned & managed by the respective Airlines and hence you may take up this feedback directly with the concerned Airlines by visiting https://bit.ly/ConnectToAirline and then clicking on the "Airline" tab to select the concerned Airline. Your observations and suggestions for improvement in the Automatic Tray Return Systems (ATRS) as duly been noted. Furthermore, we would like to inform you that security at Delhi Airport is managed and controlled by the Central Industrial Security Force (CISF), as constituted and maintained by the Central Government. You may also share your feedback directly with CISF by visiting: https://www.cisf.gov.in/cisfeng/contact_us/ or by writing to [email protected] At Delhi Airport, we remain committed to refining our processes and procedures to provide a seamless travel experience for our valued passengers.

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

11th May 2024 : Delhi Airport response

Dear Neha, We regret the inconvenience caused to you during your recent travel from Terminal 3. Please be assured, we always take feedback shared by our esteemed passengers seriously. At Delhi Airport, there are proper signages available to guide passengers, especially those travelling with infants/small kids. To inform you further, passenger can enter the Terminal building through any terminal entry gates. However, most of the check-in counters for International flights are located between Gate no. 5 and 8, hence passengers are guided to enter the Terminal building through these gates. As a proactive approach, we always ask the passenger to keep their travel documents handy before reaching the Airport and have published the same information on our website which can accessed by visiting the link - https://www.newdelhiairport.in/passenger-guide/departing-passengers . You may further connect with British Airways officials to address this matter. To ensure passenger do not face any inconvenience while connecting to internet, a free WiFi facility is available to passengers across all terminals. The process for connecting to WiFi is already available on our website - https://www.newdelhiairport.in/airport-guides/wifi-at-airport As you know, 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. 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] However, basis the inputs received from your end, we have already taken up this matter with the CISF officials. To apprise you further, various behavioural trainings are being conducted for the staff deployed at Airport (including CISF) by our In-house training team – DISHA. During these trainings, we emphasize on the importance of empathy, effective communication, and discretion during bag screenings. Rest assured, we are actively working to enhance travel experience of our passengers. Thank you for your understanding and patience.

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

10th May 2024 : Delhi Airport response

Dear Sair, We would like to apprise you that E-cigarettes and LAG (Liquid, Aerosol, Gel) items above 100 mL are not allowed for carriage in hand baggage as per guidelines laid down by Bureau of Civil Aviation Security (BCAS - regulatory authority for civil aviation security in India. Basis your interaction with the CISF (Central Industrial Security Force) staff, we would ensure that proper support would be provided by them to our passengers.To ensure proper support is provided by staff at Delhi Airport, various behavioural trainings are being conducted by our In-house training team – DISHA. At Dehi Airport, Security operations is managed and controlled by CISF, as constituted and maintained by the Central Government. 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 Any inconvenience caused to you during recent transfer experience at Terminal 3 is deeply regretted.

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