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| With so many "digital" engineers lurking in the undergrowth, why are Indian airports such frustrating experiences? Many reviews of Mumbai (BOM in old money) have been seduced by the modern architecture of Terminal 2, and the availability of shops and food outlets (who sting you at European high-street prices). But what is the key performance function of an airport? Surely to flow passengers and their baggage in two opposite directions: kerbside to aircraft and aircraft to kerbside? Everything else is just icing. And in this, BOM fails miserably. Is it the quality of the staff employed and the quality of their training? Possibly! Is it the complete lack of accountability of the leadership, both the management and the government authorities who lay down the rules? I suggest these are more likely culprits. On arrival at the immigration desks after a long, overnight flight from London, it was clear that the counters were inadequately staffed. Did anyone with a leadership role care? Could they do something about it if they did? I doubt it on both counts. I felt sorry for the font-line staff who were trying to cope. There were several categories of queues: Indian citizens, OCI/PIO card holders, Diplomats, and also desks for wheel-chaired passenger all of which were closed. Closed, even though Mumbai seems to have more than the average number of passengers with mobility problems. As a result, people managing the queues were trying to move passengers from one queue to another as that category built up. A course in queuing theory for the leadership might help, but only if they then understood the need to stay in touch with, and have a visceral knowledge of how to improve the passenger flows through their airport.