The same day, an airport doctor on duty was stopped at a gate as the CISF guard on duty said he was allowed to enter the airport only through the staff gate. “Should I resort to third-degree methods,” the guard asked the doctor when he said there was an emergency onboard and that was the shortest route. However, the doctor was later allowed to use the gate.

If you are a regular at the airport, these incidents may not surprise you as you may have your own little story of an altercation with the CISF personnel at the airport.

According to airport officials, the facilities department — where all the complaints and passenger feedback are addressed to — receives an average of 10 to 15 complaints on misbehaviour of CISF personnel every month. “Most of these complaints are against rude behaviour,” an official said.

“At times, they behave arrogantly and there is no courtesy shown whatsoever,” said Jeetendra Sharma, 28, a businessman from Pune. Some fliers said they faced such issues in other airports as well.

The Mumbai airport is the busiest in the country and long queues outside the terminal building are a common sight during peak hours. “The passengers do face a lot of trouble owing to enhanced security pressure upon us,” said a CISF personnel who monitors the gate to international terminal.

CISF spokesperson Rohi Katyar said while there could be complaints, the force has been appreciated for its alertness. “While I cannot totally deny isolated cases (of CISF misbehaviour), I can surely say that we do receive a lot of appreciation for our work.”

But there are sections of passengers and even airport staff who swear by the agency’s arrogant behaviour. “They do not listen to anything and do whatever they want to,” said an airport official on condition of anonymity.