Pune Airport has introduced a new set of passenger-friendly initiatives with the rollout of ‘Meet and Greet’ and porter services at its terminal, aimed at enhancing the travel experience for those who may require additional assistance. This development, modelled on the long-standing porter system used at Indian railway stations, is set to provide vital on-ground support for elderly travellers, women, persons with disabilities, and passengers with heavy or multiple pieces of luggage.
Two dedicated service counters have been established in the newly developed terminal building, where travellers can book assistance in real time. Officials from the Airports Authority of India (AAI) stated that the initiative was conceptualised to bridge the accessibility gap for vulnerable or less mobile passengers, aligning with broader goals of inclusive and equitable urban transport infrastructure. Passengers availing of the services will benefit from end-to-end support—from the entrance of the airport terminal to security check-ins for departures, and from the baggage carousel to the taxi pick-up points for arrivals. Airport officials confirmed that trained personnel will be deployed to ensure the safety and efficiency of baggage handling, thereby reducing physical strain on passengers and expediting the boarding and exit process.
The move has received a notably positive response from passengers. According to AAI Pune, travellers have expressed appreciation for the simplicity and effectiveness of the service. Officials remarked that the service will function at a nominal charge, reflecting the airport’s commitment to affordability while maintaining high service standards. This follows a global trend where airports, especially those in Asia and Europe, are increasing human-led service offerings to complement automated systems and digital kiosks. Frequent flyers and aviation analysts have noted that the addition of porter services at Pune Airport reflects a broader shift in Indian airport policy—towards people-first design and operations. With India’s aviation sector expanding rapidly, especially in Tier-2 cities, passenger comfort and ease of access are now seen as integral to airport competitiveness. Pune Airport, which recently expanded its terminal infrastructure, has witnessed a surge in passenger traffic and is working to upgrade services in line with international benchmarks.
Officials stated that the new service also supports sustainability goals by reducing the need for mechanised trolleys over long distances. It promotes employment generation through local service providers, many of whom are from marginalised communities. The porter system thus reimagines traditional labour roles within a modern, tech-enabled airport setting—offering social inclusion alongside functional support. Authorities have also noted that the deployment of porters and greeting staff has been done with a gender-balanced workforce in mind, further reinforcing the airport’s inclusive ethos. Personnel are trained not only in baggage handling but also in customer interaction, emergency protocol, and accessibility assistance.
The scheme could serve as a model for similar deployments across other airports in India, particularly those managed by AAI. Given the success of this pilot rollout in Pune, discussions are underway to extend such services to cities like Nagpur, Jaipur, and Bhubaneswar, where passenger volume is steadily increasing and terminal distances can pose challenges to passengers with mobility constraints. The porter service is not just a nod to nostalgia, mirroring the familiar ‘coolie’ system at railway stations, but a forward-looking initiative that re-integrates human services in the increasingly automated aviation ecosystem. As Indian airports strive to balance efficiency with empathy, such services ensure that infrastructure growth does not outpace human-centred design.
By making air travel easier and more accessible for all demographics, especially those who need the most support, Pune Airport is laying the groundwork for what a modern, inclusive, and sustainable transport hub should look like. The move also complements the broader urban agenda of building cities that are friendly to senior citizens, inclusive of gender diversity, and supportive of persons with disabilities. While currently in its early phase, officials hinted that the service could expand further with digital booking options and multilingual support, especially as Pune Airport eyes international connectivity growth. Integration with app-based platforms and real-time tracking of porter services is also under evaluation.
For a city known for its cultural richness, academic institutions, and growing tech economy, Pune’s airport is now matching its civic stature with user-focused infrastructure. As India reimagines its urban mobility systems, initiatives like this stand as clear indicators that accessibility, dignity, and convenience need not be traded for scale and speed. In a landscape where infrastructure projects often get caught in the tussle between technology and service quality, Pune’s latest initiative signals a rare but welcome harmony—where smart growth meets humane delivery.
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