A significant delay on an Istanbul-bound IndiGo flight on December 28 left passengers stranded and angry at Mumbai’s Chhatrapati Shivaji Maharaj International Airport. The ordeal prompted many to express their frustrations on social media, and the airline released a statement addressing the situation.
Flight 6E17, which was originally scheduled to depart at 6:55 a.m., suffered multiple delays before finally departing at 11 p.m. the same day. Indigo attributed the delay to a technical glitch, which led to the initial cancellation of the flight. However, passengers claimed that they were left without food, water or proper communication from airline representatives during the long wait.
“Journey from Mumbai to Istanbul suspended after 10 hours of waiting by passengers. Information that there are about 100 passengers on this trip and the number of students is large. Children cry at the airportno solution from the authorities,” one passenger wrote on X (formerly Twitter). Another passenger described the situation as a “scam” and claimed that more than 500 passengers faced constant delays and eventual cancellations without adequate support.
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Protests and outrage on social media
The delay reportedly affected numerous passengers, including many students, who staged protests at the airport. Passengers demanded immediate action, including refunds or arrangements for alternative flights. Posts on social media highlighted their grievances, with one He had a flight to Istanbul, which was first delayed, then he had to get on and off twice!!
My brother has been stuck at Mumbai International Airport for over twelve hours due to extremely unprofessional behavior on his part @IndiGo6E and their staff. He had a flight to Istanbul, which was first delayed, then he had to get on and off twice!! 1/2
— Sonam Saigal (@samajsevikaa) December 28, 2024
Many passengers also alleged that the IndiGo staff was unresponsive and rude, which further aggravated the tense situation.
Response from IndiGo
In response to mounting criticism, IndiGo has issued a statement expressing regret over the incident. “We regret that our flight 6E17, which was originally scheduled to fly from Mumbai to Istanbul, was delayed due to technical issues. Unfortunately, despite our best efforts to resolve the issue and send it to its destination, we ultimately had to cancel the flight,” the airline said. IndiGo stated that their teams were actively assisting affected passengers by providing updates, arranging accommodation, distributing meal vouchers and ensuring full refunds.
The airline later arranged an alternative plane, which left for Istanbul at 11pm the same day.
The incident highlights the challenges airlines face in dealing with unexpected technical issues and the importance of timely communication and customer service. While IndiGo’s efforts to provide support were acknowledged in the statement, passengers’ experiences underline the need for improved crisis management to maintain trust and minimize inconvenience.