Implementation and Standard Operating Procedure (SOP) for 24x7 Seafarers Facilication Counter at T2 Airport, Mumbai, during the Pilot Phase

qr(f, (16T{ / GOI/ERxrEiaT OF t DtA :. Ttr{, trd vft+61 6ra.rfrqrrt {rrdq n}'tsIRT OF FORTB, SHIPPIIIG AIIO IYAIERWAYS fr+at refitnreq, IH DIRECTORATE GENERAL OF SHIPPING, MUMBAI DGS Circular 02 of 2026 DGS File No.r23-4912/202S-CREW-DGS (C.No. 37526) Date: 23.0I.2026 Subiect: Imolementation and Standard Oneratins Procedure (SOP) for 24x7 Seafarers Facilitation Counter at T2 Airport. Mumbai. durins the Pilot Phase - reg. The Directorate General of Maritime Administration (DGMA), as the apex regulatory authority for maritime affairs in India, plays a pivotal role in safeguarding the welfare of Indian seafarers by ensuring their rights, safety, and well-being through continuous monitoring, timely policy interventions, and proactive facilitation measures. Acting as a bridge between the govemment, industry stakeholders and seafarers, this Directorate not only regulates and enforces intemational maritime conventions but also initiates welfare-oriented mechanisms to support Indian seafarers at every stage of their professional joumey, both at sea and onshore. 2. Recognizing the critical need to support seafarers during their transit and overseas assignments, the DGS has initiated further proactive steps by implementing a Standard Operating Procedure (SOP) for a 24x7 Seafarers Facilitation Counter at Terminal 2, Mumbai Airport, during the pilot phase. This facilitation counter has been set up to provide guidance, address grievances and extend real-time assistance to seafarers, thereby ensuring smoother travel, enhanced safety and a reliable support mechanism at one ofthe busiest international gateways for Indian maritime professionals. 3. The Directorate General of Shipping (DGS), in coordination with stakeholders including the Seafarers Welfare Fund Society (SWFS), UK Commission, and Seafarers Unions (MUI & NUSI), hereby issues this Circular mandating the Standard Operating Procedure (SOP) for the Pranam Seafarers Assistance counter located at T2 Airport, Mumbai. 4. This implementation is crucial given that at least 10,000 seafarers per month utilize T2 Mumbai airport for e-migration. The objective ofthe counter is to provide immediate on-ground support, prevent fraud, assist with documentation, ensure seamless coordination for seafarers, and promote lndia's image as a responsible maritime nation. Expected benefits include the reduction in FIR and legal cases and support in repatriation and mortal remains cases. ffi fW, ft{r mr, ut'i ti,a tai *auotg,fiE trs, otgfiFf (X{) moop Wt- gfi Floor, BEIA Building, l-Think Tedno Campus, Kanjur Villags Rod, Kanjurmarg (E), Mumbai4ffiO42 *lffolun'*et-n.rfllrfVrf|i,Dn ih/Frv.dl.22-25'ts rnnnr {.}Anmil,firr*vhc/Anir:tn }fim(Zru.rrr.,,,,*,rrhdrinnim nwin5. As part ofthese initiatives, a dedicated 24x7 Seafarers Facilitation Counter has been established at Terminal 2, Mumbai Airport, on a pilot basis to provide real-time guidance, grievance redressal, and support to seafarers during their intemational travel. The detailed Standard Operating Procedure (SOP) governing the functioning ofthis Facilitation Counter is placed at Annexure 1 for reference. 6. All seafarers traveling on UK-bound flights are required to @g!9ri!yl9p9l! to the Seafarers Facilitation Counter at Terminal 2, Mumbai Airport, and obtain the necessary clearance prior to entering the airport entry gates. However, seafarers traveling on non-UK-bound flights are Sfu4glg1g! to report to the Facilitation Counter. They will, however, have the option to voluntarily approach the counter and seek guidance or support as and when required during the pilot phase. 7. All concemed authorities, RPS agencies, shipping companies and seafarers are required to adhere strictly to the provisions of this Standard Operating Procedure (SOP) during the pilot phase, ensuring uniform implementation and smooth functioning of the Seafarers Facilitation Counter at Terminal 2, Mumbai Airport. 8. The Directorate of Maritime Administration will undertake regular monitoring of the 24x7 Seafarers Facilitation Counter at Terminal 2, Mumbai Airport, to assess its effectiveness during the pilot phase. The monitoring process will include periodic reviews, feedback from stakeholders and evaluation of the support provided to seafarers, with a view to identirying gaps and ensuring continuous improvement. Insights gained from this exercise will be used to refine the Standard Operating Procedure (SOP) and strengthen the facilitation mechanism for long-term implementation. 9. This is issued with the approval ofthe competent authority. N (_ *,-, ) "\t., (Capt. Nitin Mukesh) Dy. Nautical Advisor-cum-Senior DDG (Tech) qffi H ffi ftr m,r, qd ffi6 fu(,6i$,fiq fu, oigtq[.fk{) oomc iqi- th Fbtr, BEIABuiHing, l-IhinkTednoCampus, KanjurVillago Rod, Kanjunrwg (E), Murtai.(X[42 fhffot ]\kt'+At.ff-fflf nUADn klFry ,+01-27.?5'rS fnfOnf {*annreil. ,hr}trylnrfrnh ln }UmfZrUfmf..'r*.dndrl *$ wlnStandard Operatins Procedure (SOP) for Seafarers Facilitation Counter Location: Pranam Seafarers Assistance counter, T2 Airport, Mumbai. Objective: To provide immediate on-ground support, prevent fraud, assist with documentation and ensure seamless coordination for seafarers, promoting India's image as a responsible maritime nation. I. Sea arers Assistance Counter Onerations and Staflins The assistance counter operates 24 x 7. The SOP for the counter operations, including the $-watch system shifi Timings Staffing shift l 0100 Hrs to 0700 Hrs Manned by 2 staffs shift 2 0700 Hrs to 1300 Hrs Manned by 2 staffs shift 3 1300 Hrs to I 900 Hrs Manned by 2 staffs shift 4 1900 Hrs to 0100 Hrs Manned by 2 staffs Total 4x7 8 staff members across 4 watches II. Standard Procedure All Seafarers excludinp UK bound flishts) This procedure applies to all seafarers utilizing the T2 Mumbai airport for e-migration (approximately 10,000 seafarers per month on average). l: Step Reporting at Pranam Seafarers Assistance Counter (Non-Mandatory for non-UK bound Jlishts\ . Action: Seafarers report at the Pranam Seafarers Assistance counter at T2 airport. . Verification: Staffconduct documents verifications and e-migrate form I checking. DG Shipping i SWFS is responsible for issuing necessary user IDs and credentials (view only access) for staff to verif documentation using the DGS E-govemance cell. . Outcome: Once all clear, seafarers can pass through any gate (except gate I or 8). Subsequent Steps (Self-Senice) For seafarers odrer than UK-boundflighr seafarers (Steps 2A, 3A, 4,A, 5A), the process primarily involves self-service, with assistance officials available 24 x7 if any issue arises. Steps Location lAction lSelf-Service; sistance Availabilitv Entry into T2 airport May approach (24x7) seafarers Step Seafarers can pass through any g (Any gate except Gates sistance counter officials if any 2A l&8) (except gates I & 8) using self-service lssue. .2/- *z H ft efi fw, ftr Rfrq, uri Ria fu,otg(,fiq fu, otgfii,f (X{) gfr Floor, BffA Bullding, l-lhink Te$no Campus, Kanjur Villago Rod, Kanjurmarg (E), Mumhi-100042 S}dffot m . ,at.Z-ll7^Xll ll,n ik/Fey. +0t-22-257s fnfonf ftanmail.rhd*t{ldr6lc ln kmZruouf..'"r .,dnrdrlnr*ra m,rin2 Seafarers approach the counter. Self- May approach (24x7) seafarers Step Concerned Airline service to drop luggage and get a assistance counter oflicials if any 3A Counter boarding pass. issue. Seafarers approach the Security Check May approach (24x7) seafare Step Security Check Points Points. Self-service to clear security istance counter officials if any 4A checks. lssue. Seafarers approach the Immigration May approach (24x7) seafarers Step Immigration Check Counters. Self-service to clear sistance counter officials if any 5A Points Immigration Counters. lssue. approach (24x7) seafarers the Boarding from Seafarers approach Concerned Step 7 sistance counter officials if any Boarding Gate Boarding gates. tssue. Optional Step (All Seafarers) . Step 6: Lounge Facilities: All seafarers may utilize the Adani Lounge facility for relaxation. This facility is optional. and the payment may be made by the seafarer themselves. III. Soecialised Procedure (UK Bound Flieht Seafarers) UK-bound seafarers receive enhanced assistance, known as Pranaam Meet and Greet services. Booking requests lor these services are to be shared minimum 6 hours prior to the departure time. Pre-Procedure Requirement . UK Bound flight seafarers must Open App and lill in details. (Adani One app) Step l: Reporting at Pranam Seafarers Assistance Counter (Mandatory) . Same as Section II, Step L Documents verification and e-migrate form I checking are performed Step 2B: Seafarers Entry from YIP Gate No. 8 . Action: Documents verifications and e-migrate form I checking. The UK Commission is responsible for providing securitized tokens necessary for issuance to seafarers to pass through the VIP gate. . Handover: Once all clear, the seafarer is handed over to Pranam staffat VIP Gate l. . Service: A dedicated Pranaam Officer provides a warm welcome at VIP Gate l. A porter is standing by at the departure gate for luggage support. . Flow: Entry proceeds from VIP Gate No. 8 towards Ticketing counters. Step 3B: Check-in Assistance at Airline Counter . Timings: This assisted service operates in 4 shifts (0100 Hrs to 0700 Hrs; 0700 Hrs to 1300 Hrs: 1300 Hrs to 1900 Hrs and 1900 Hrs ro 0100 Hrs). . Service: Porter assistance for luggage check-in. Assistance in the issuance of the boarding pass. Pranaam services generatly include dedicated Porter assistance from curbside for hand baggage/check- in baggage and assistance through check-in. ..3/- H ffi fw, frcr mq, ur{ Rio funrg( tE ts, 6rgwt(1{) $lt- moou, gfi Floor, BEIABuilding, l-IhinkTedno Campua, KanjurVillage Road, Kafurmaq (E), Murtai4t[042 fhffot m. ,et.z.f fll?NnfiD,:' k/Ear.+01-2?-?57r fnfOfff {+fifnull.firl{nrlncfrnh ln }fm<Zmfmo,'r*dnd nl*n.yirln3 Steps 48 & 58: Security and Immigration Check Points Assistance These assisted services operate in 4 shifts (0100 Hrs to 0700 Hrs; 0700 Hrs to 1300 Hrs; 1300 Hrs to 1900 Hrs and 1900 Hrs to 0100 Hrs). . Securig Check (Step 4B): Assistance in immigration counter. An official is standby for any other needs. Pranaam services generally offer security clearance through business class for pre-booked services. . Immigration Check (Step 5B): Assistance in immigration counter. An oflicial is standby for any other needs. Pranaam services generally include guidance till Immigration. Subsequent Steps (Optional and Boarding) . Step 6 (Optional): Utilise Lounge facilities (payment by seafarer). . Step 7: Boarding from boarding gate. (Assistance officials available 24 x 7 ifany issue). IV. Key Operational Support Services The Seafarers Assistance Counter is designed to offer various forms of immediate support: . Immediate On-Ground Support for Seafarers. . Support in Repatriation and Mortal Remains Cases. . Emergency Welfare and Counselling Services. . Assistance with lmmigration and Documentation. . Support for Women Seafarers and Vulnerable Groups. . Awareness and Outreach. . Enabling seamless Coordination with Port, Shipping Companies and Authorities. o Prevention ofCheating and Fraud, which is expected to lead to a reduction in FIR and legal cases. U {ifl H ffi fta m,r, qr{ Ri6 *qffir$'fiE ts, otgfir,f ({{) g{t- 40m42 9fi F10tr, BEIA BuiEing, LTnink Tedmo Campus, Kanjur Village Road, Kanjurmaq (E), MurSai40M2 #*nd u ' .*.,-r5'Ti r rvlDn ih/rnr.+01.??.2i75 nrruu {.tanr-rt,rtdrh,rhrfitnln tn }ffp,un*it .,r*,{rdrtnr*yr mvrnFAO FOII. PITANAAN'I SCHENIE FOR SEAFAI{IIITS AT TERMIn.AL I.2. MUMBAI Seafarcrs Assistance Countcr - Frequently Asked Questions (FAQ) l. What is the Seafarers Assistance Counter? Ans: It is a dedicated help desk established at T2 Airport to support seafarers with travel assistance, documentation queries, and coordination during arrivals and departures. 2. Where is the counter located? Ans: The counter is located at Terminal2 (T2), Chhatrapati Shivaji Maharaj International Airport. in the designaled assistance area for sealarers near Gate No.l 3. What is purpose of this seafarcr's assistance counter (help desk)? Ans: The help desk has been set up with assistance of the UK Immigration authorities for'pre verification'ofall seafarers u'ho are either bound for UK to join ships or transiting through UK airports to other destinations 4. Is it compulsory for such UK bound seafarcrs to be 'pre vetted' by the help desk? Ans: Yes. it is compulsory for such seafarers to be vetted. Such seafarers rvill bc issued a 'token' which will need to be surrendered to the airline check in counter., failing which the airline will not proceed with check in formalities 5. What scrvices are provided at the counter? Ans: The counter provides: . Travel guidance and assistance . Verification support for seafarer documents . Coordinationwith shippingcompanies/agents . Pranaam services (where applicable) . Help during immigration. boarding, or transit . Emergency assistance and grievance support . Information on medical, training, or shipping requirements 5. Who can usc these services? Ans: All lndian and foreign seafarers arriving, departing, or transiting through T2 can use the services at no additional. 6. What will the help desk verify? Ans: The help desk will have access (read only) to the e-migrate data submitted by the RPS companies. This will be cross checked as well as other details as per master checker- for eg passpo(, CDC. COC etc 7. What are the operating hours? Ans: The counter functions 24x7. with trained staffavailable in all shifts.8. Who manages and funds the counter? Ans: The counter is operated in coordination with: . DG Shipping . UK HOIO . SWFS . NUSI/MUI 9. Is there any cost for seafarers? Ans: Most assistance services are free for seafarers, being funded by the supporting organizations. Ary paid airport services (e.g., Pranaam services) will be clearly informed beforehand. 10. What documents should seafarers carry? Ans: Passport . CDC (Continuous Discharge Certificate) . Company LOE / Joining letter . Visa documents (if applicable) . Medical certificate . Flight ticket / e-boarding pass lI. Are emergency services available? Ans: Yes. Staffcan coordinate wilh airline/airport authorities, shipping companies, and medical teams in case of emergencies. 12. Can family members accompanying scafarers rcccive assistance? Ans: Basic guidance can be providcd. but priorit)'is gir,en to seafarers. 13. Is Wi-Fi or device support available? Ans: Yes. Basic conneclivity assistance can be provided, and the counter is equipped with laptops and a duty phone lor ofllcial use. 14. Whom should seafarcrs contact for help beforc reaching thc airport? Ans: A dedicated duty phone number (to be shared officially) will be available for calls / WhatsApp messages. 15. Is it possible that the help desk finds inconsistency in data? Ans: Yes, its possible. The sealarer will then bc advised that data is inconsistent. 16. Will thc help desk have access to DGS officials 24 x 7 to clarifo doubts or rcport findings? Airs: Yes, this access will be therc. 17. Do all seafarers irrespectivc of rank, have to pass through the 'help desk'ryho rvill verify their documents and 'clcar' them to immigration desk? Ans: Yes, ALL seafarers bound ior and thru UK airports, irrespective ofrank, have to pass through the help desk.18. What ifa seafarer refuses to go through this desk? (UK bound flight seafarer only) Ans: He will be 'stopped' at airlinc check in counter 19. Is it possible that Help desk has cleared a seafarer, the airline has checked him/her in and issued a boarding pass, yet immigration stops him/her? Ans: Yes. its possible. Immigration offlcers are under I-lome Ministry and they are the law.. 20. In cruisc secton its common that a crew change is done 'en masse', i.e 50 to 100 seafarers join at one go. How will one help desk handle such a largc volume in a defined period of time? FYI, UK ports are amongst the most popular destinations for crew change in Cruisc sector. Ans: Since the help desk will be located 'outside'the T2, thejoiners can go earlier and get the 'clearance'. Enough resources are being deployed. 21, Other seafarers are not compulsorily required to go thru the help desk. Can Airline or BOI still ask the help desk to verify the documents? Ans: Yes. its possible that airline or BOI can direct a candidate for verification by helpdesk. 22. Presume the seafarcrs will not have to pay for such clearance by helpdesk? Ans: There is no charge to seafarer for document verification by helpdesk. 23. Will help desk verifu only documents or can they ask questions pertinent to documents presentcd? Ans: Yes, the help desk may ask questions depending on documents submitted. 24. Is this a service to assist seafarers? Ans: Yes. this is a service to assisl genuine seafarers 25. Is there any cost to RPS companies for this service? 'l'here Ans: is no charge to RPS for this sen'ice. U.