Lucknow: Compliments from all visiting celebrities; much smaller queues; streamlined and orderly entry of all domestic and foreign tourists; and no visitors being swarmed by fake guides, vendors, or beggars -- the Taj Mahal entrance is now a different scene altogether.

However, this wasn't the case when ACP Syed Areeb Ahmad assumed office in November 2022. The IITian officer was faced with the perennial menace of "lapkagiri" when he took charge. For those not familiar with lapkagiri, it is a term used to define the practice of flocking tourists.

Not so long ago, visitors -- both domestic and foreign -- used to be chased by vendors, fake guides, and beggars. Some tourists even complained of rude behaviour and borderline manhandling. These "fake" tourist guides would show the tourists around for just 30 minutes and then make them shop for hours. They would even take them to restaurants and hotels where their commission was already fixed.

This unwelcoming scenario not only ruined the experience of visiting the Taj Mahal but also gave a bad name to the country. Additionally, tourists often had to stand in queues at entrance gates while battling the vagaries of the weather. The situation demanded an urgent overhaul.

"The situation wasn't as tourist-friendly as it should have been a few years ago. The tourism industry here was highly informal, and locals were not trained to deal with tourists. Even kids were engaged in this... In a way, it was beggary in a disguised form. As is always the case, some people were benefiting from the prevailing information asymmetry and had an interest in keeping things chaotic and disorderly," said ACP Ahmad.

Explaining his plan of action to check this menace, the senior cop said, "We launched a multi-pronged approach to deal with lapkagiri. We formed quick response teams (QRTs) to help tourists and crack down on people harassing tourists. Cops were trained to help tourists with their queries. Our teams created a friendly atmosphere for the visitors."

In the one-and-a-half years since ACP Ahmad assumed office, more than 600 people have been detained under preventative sections of the IPC. "Those arrested include people posing as guides and those who would pester tourists. We would shoot videos of them trying to make money out of tourists and then present these as evidence before the court the same day. As chaos only benefits middlemen, we brought order to the scene," the ACP continued. 

An extra effort is made by the Taj Suraksha team to ensure the safety and well-being of women and children.

Steering the shift from a reactive to a proactive approach, the ACP ensured that four window counters are opened on each side of the east and west gates to reduce long queues. Furthermore, QR codes have been put up on these counters for tourists to book an online ticket to the iconic monument, which is hailed as one of the seven wonders of the world.

Separately, the Taj Suraksha team also took concrete steps to ensure that minors involved in lapkagiri are brought back into the school education system. “Initially, kids were taught in the police station itself. Later, we got at least two dozen of them enrolled in nearby schools. We aim to make sure that every child gets to complete his/her school education,” said sub-inspector Shiv Raj Singh, in-charge of one of the Quick Response Teams at Taj.

An underlying theme of these initiatives is to make the visitors feel welcomed. To this end, not just core police skills but also soft skills were focused upon. “We work with the slogan of ‘Seva, Suraksha, and Samvedna’ (service, security & sensitivity). As policemen, we have to be empathetic towards the people we serve. Our conduct cannot be a derivative of what it was during colonial times. As I have also served in Africa as part of UN peacekeeping forces, I understand the value of treating people with empathy. As I can speak French and Russian, along with English and Hindi, foreign tourists find it easy to converse with me and share their queries,” said Tilak Bhati, SHO, Taj Mahal Suraksha, Agra.

Last year, Bhati even received an appreciation letter for his service from IPS officer Rishi Pal, who visited the Taj along with his family and friends. Similarly, other VIP guests -- including Bharat Ratna Sachin Tendulkar, Argentina’s defense minister, ambassador of Ukraine to India, and several others -- have also expressed their gratitude to the Taj Suraksha team for a pleasant experience at the iconic monument.

 Bharat Ratna Sachin Tendulkar with DCP city Suraj Rai (left) and ACP Taj Suraksha Syed Areeb Ahmad (right)

“Compliments from our guests and visitors inspire us to work even better. Even during festive holidays and long weekends, we make sure that things go on smoothly and each tourist leaves with a pleasant memory,” said J Ravindra Gaud, police commissioner, Agra. In fact, the Taj Mahal hosted 45 lakh domestic visitors, becoming the most visited ticketed monument in the country in FY 2023.  

Echoing the spirit of "Atithi Devo Bhava" (treating guests as God), deputy commissioner of police, Suraj Rai, said, "We welcome visitors from various nations and socio-economic backgrounds with equal compassion. We've even assisted those who arrived here lost or in mental distress, reuniting some with their families and providing appropriate care for others."