Filmmaker Shiv Sagar Flags Poor Queue Management At Mumbai Airport, CSMIA Responds

Filmmaker Shiv Sagar has raised concerns over alleged mismanagement and poor queue management at the immigration area of Mumbai’s Chhatrapati Shivaji Maharaj International Airport (CSMIA) Terminal 2. The filmmaker took to his social media to share a copy of a letter he had sent to the immigration authorities on October 29. Want to know more? Read on!

Shiv Sagar Raises Concerns Over Alleged Mismanagement At Mumbai’s Airport T2

Sharing the post, he requested improvements in passenger guidance and queue management. He also urged people to amplify his concerns and bring the matter to the attention of the concerned authorities. According to the letter, Shiv Sagar arrived in Mumbai from Dubai on October 12, 2026, aboard Emirates flight EK 502 at approximately 6:30 pm. He alleged that the immigration area was disorganised, with inadequate passenger guidance, ineffective barricading, and passengers frequently moving between queues without proper direction.

He further brought out that despite separate counters for Indian nationals, e-visa holders and diplomatic passport holders, there appeared to be no effective system to guide passengers to the appropriate queues. Sagar also mentioned that he had entered the e-visa queue despite not belonging to that category and was not redirected by the officials present. Recalling an interaction at the airport, he shared that a Japanese national visiting India for the first time remarked, “The Indian way is no way. That’s why it doesn’t work.” Describing the experience as disappointing, Sagar said that airports should reflect India’s hospitality, efficiency and organisational capabilities.

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CSMIA Responds To The Complaint

In his letter addressed to the Deputy Commissioner of Police and Foreigners Regional Registration Office (FRRO), Sagar requested better coordination between Adani Airports and the concerned government authorities. He also proposed deploying queue-guidance personnel, repositioning barricades, introducing preliminary passenger guidance and conducting a joint inspection of the immigration arrival area.

He suggested that these measures could potentially be implemented within 48 hours, subject to the necessary approvals and coordination. Following his post, CSMIA responded to the filmmaker, acknowledging his concerns. The airport’s official response read, “Dear Shiv, thank you for bringing this matter to our attention. We understand the importance of a well-coordinated arrival process and clear passenger guidance. Your feedback has been shared with the relevant team for review and appropriate action to help improve the overall arrival experience. Team CSMIA.”

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Cover Image Courtesy: Wikimedia Commons, X/Shivsagar

Tanvi Shrivastava | Sub-Editor

Tanvi Nalin Shrivastava is a Sub-Editor at Curly Tales with 5 years of experience in digital journalism and content creation, with expertise spanning beauty, food, travel, fashion and entertainment. She holds a Master’s degree in Communication and Journalism from the University of Mumbai. When she’s not working, you’ll probably find her reading, talking to the camera or just binge-watching rom-coms.