Chennai International Airport's complimentary Wi-Fi service has witnessed remarkable adoption, with close to five lakh passengers utilising the facility since its introduction in June this year. However, despite the free access, the process of getting online has proven to be less than seamless for many travellers, particularly those from overseas or using e-SIMs.
Strong Passenger Adoption Amidst Operational Hurdles
The data reveals a strong and consistent demand for internet connectivity at the airport. In the month of November alone, over 93,000 flyers availed the service. The trend continued into the festive season, with approximately 76,000 connections recorded by December 23. A significant detail is that around 10% of total users—roughly 50,000 individuals—were passengers without a valid Indian SIM card. These international or domestic travellers relied on the airport's authentication kiosks to gain access.
The current system operates on a dual authentication method. Passengers with Indian mobile numbers receive a one-time password (OTP) sent via SMS. For others, the process involves scanning their passport and boarding pass at designated kiosks to generate login credentials. This method, while functional, has been flagged as cumbersome by frequent flyers. The issue is particularly acute upon arrival when a passenger's phone may not yet be connected to a local mobile network, making OTP reception difficult.
Infrastructure and Comparisons with Other Hubs
To manage the network, the Airport Authority of India (AAI) has installed four kiosks—two each in the arrival and departure terminals. Each user is granted a session limit of 500MB of data or 45 minutes, whichever is exhausted first. This ensures temporary connectivity while managing bandwidth for all users.
Many passengers have pointed out that Chennai's move, though welcome, brings it in line with other major Indian airports like those in Bengaluru and Hyderabad, where free Wi-Fi has been a standard amenity for some time. Officials from the AAI acknowledge the positive reception and have deployed staff to assist international passengers at the kiosks. They clarified that the facility is now structured as an expenditure-based service after initial plans for a revenue-based model failed to attract service providers.
Future Plans and Passenger Feedback
Looking ahead, airport authorities have indicated plans for expansion. Future developments of the international terminal will include more kiosks and the introduction of paid, high-speed Wi-Fi options. This is aimed at catering to diverse passenger needs and keeping pace with growing demand.
Despite the high usage numbers, feedback from seasoned travellers highlights a core grievance: the authentication process is seen as a barrier to what should be a basic airport amenity. There is a growing call for a simpler, more universal access method, especially as the use of e-SIMs becomes more prevalent. The success of the service in terms of numbers is undeniable, but its journey towards becoming a truly seamless passenger experience appears to be still in progress.
