In an effort to manage traffic and streamline operations, Bangalore International Airport Limited (BIAL) has implemented a new parking policy at Kempegowda International Airport (KIA). A key feature of this policy is directing certain passenger pick-ups to the more distant P3 and P4 parking areas, located nearly 800 metres from Terminal 1. To mitigate the long walk, BIAL has launched complimentary buggy and shuttle bus services. However, on-ground experiences reveal a system plagued by confusion and inadequate signage, causing significant stress for travelers, particularly the elderly and those unfamiliar with the airport.
New Services Meet Passenger Frustration
BIAL's current setup includes four buggies and one shuttle bus service to ferry passengers between Terminal 1 (T1) and the P3 and P4 parking lots. The shuttle route extends from T1, through the P3 and P4 zones, and continues to Terminal 2 (T2). To further improve the experience, the airport operator is in the process of adding two high-capacity passenger vans and more wheelchair support.
Despite these provisions, passengers report a lack of clear information. The primary issue is the absence of proper signage indicating that the shuttle makes stops at the parking areas. Many travelers see displays showing only "T2" and are left unsure if the vehicle will halt at P3 or P4, leading to hesitation and anxiety about boarding the correct transport.
Travelers Narrate Tales of Confusion and Stress
Naomi Xi, a passenger arriving from Nagaland who had booked a Rapido cab, found herself lost after being directed to P3/P4. She expressed her confusion, stating that the shuttle display only showed T2, making it hard to trust it would stop at the parking area. A first-time visitor to Bengaluru faced a similar predicament, wandering around while their waiting private taxi driver was stuck in the designated zone, which is not part of common airport aggregator pick-up points.
The situation becomes markedly more difficult for families traveling with elderly members. Jaginder Shekhawat, who arrived from Rajasthan with senior citizens, described the experience as "horrible." He highlighted the impracticality of expecting elders with walking sticks to traverse the 800-metre distance or wait indefinitely for a buggy. Shekhawat urged BIAL to be more considerate of passengers from other cities and older individuals.
Staff Acknowledge Information Gap, Buggy Availability Inconsistent
Even shuttle operators confirm the communication breakdown. One driver noted that while shuttles run frequently, every five minutes, the lack of clear boards is the root cause of passenger worry. He emphasized that with proper signage, confusion would reduce dramatically.
Regarding the buggy service, three are currently deployed: two at the arrival zone to take passengers to P3/P4, and one inside the corridor for the return journey. However, passengers report that buggy availability is inconsistent, and waiting times are unpredictable as the vehicles often wait to be fully occupied before departing.
It is important to note that not all transport services are permitted for airport pick-ups. Currently, only authorized operators include KSTDC, Mega Cabs, Uber, Ola, Quick Ride, OHM Electric Cabs, and WTi Cabs. Platforms like Namma Yatri and Rapido are not allowed to operate as airport-aggregated taxi services at KIA.
While BIAL's initiative aims to decongest the airport forecourt, the execution has fallen short of being passenger-friendly. The introduction of new vehicles is a step forward, but without immediate improvements in signage and real-time information dissemination, the hassle for passengers, especially vulnerable groups, is likely to continue.
