IndiGo Passenger Faces 11-Hour Ordeal After Flight Cancellation and Delays

Anubha Pandey's IndiGo flight to Hyderabad was cancelled and the alternative flight faced multiple delays, causing her to miss a family function and Mother's Day celebration. Pandey expressed disappointment with IndiGo's customer service and communication during the disruptions.

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Bijay Laxmi
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IndiGo Passenger Faces 11-Hour Ordeal After Flight Cancellation and Delays

IndiGo Passenger Faces 11-Hour Ordeal After Flight Cancellation and Delays

Anubha Pandey, a journalist from Gurgaon, experienced a harrowing ordeal at Delhi airport on May 11, 2024, when her IndiGo flight to Hyderabad was abruptly cancelled and the alternative flight faced multiple delays. The incident caused Pandey to miss a family function and Mother's Day celebration with her mother who was waiting for her in Hyderabad.

Why this matters: This incident highlights the need for airlines to improve their customer service and communication during flight disruptions, which can have a significant impact on passengers' travel plans and emotional well-being. It also underscores the importance of airlines being transparent about the reasons for cancellations and delays, and providing adequate compensation to affected passengers.

Pandey arrived at the airport at 9 AM for her 10:40 AM flight, only to discover at the luggage check-in counter that her flight had been cancelled. She was directed to reschedule her ticket or explore other options at the reservation counter, but found no dedicated staff to assist passengers whose flights had been cancelled.

Despite another flight to Hyderabad at 12:20 PM, Pandey was dismayed to find that the only available ticket was given to a passenger who had missed his flight, sparking arguments and displaying insensitivity from IndiGo staff. After much effort, she managed to reschedule her ticket for a 5 PM flight.

During her six-hour wait at the airport, Pandey expressed disappointment with the meal provided by IndiGo, which consisted of just two idlis and a vada. To make matters worse, the 5 PM flight was then delayed by 1.5 hours, causing further frustration as she had been ready for her family function.

Despite assurances of no further delays, the boarding gate was changed, and the flight was pushed back to 7:50 PM, citing a flight delay in Hyderabad as the reason. Exhausted and disheartened, Pandey took to social media to share her ordeal. "Indigo has given me a trauma that I'll remember for very long. The airline ruined my day, a family function and Mother's Day for me and my mother, who was waiting for me in another city," she wrote.

In response to Pandey's post, IndiGo offered a Rs 2,000 voucher as compensation, which she deemed insufficient. The airline claimed to have informed passengers about delays and cancellations via SMS, initiated a full refund for Pandey's return journey with a different airline, and served refreshments during the wait time.

IndiGo attributed the original flight cancellation to a thunderstorm in Delhi the previous night and the alternative direct flight's delay to "operational reasons". However, Pandey expressed her disillusionment with the airline's handling of the situation, stating, "Firstly, very delusional of that person to even believe that I'll ever travel from Indigo again. Secondly, I would give 5k back but answer me clearly why I have put through such emotional, mental and physical stress?"

Pandey's experience sparked a wave of reactions on social media, with many netizens sharing similar stories of flight delays and cancellations with IndiGo. The incident highlights the challenges faced by air passengers in India and the need for airlines to improve their customer service and communication during such disruptions.

Key Takeaways

  • Anubha Pandey's IndiGo flight to Hyderabad was cancelled and delayed multiple times.
  • She missed a family function and Mother's Day celebration with her mother due to the delays.
  • IndiGo offered a Rs 2,000 voucher as compensation, which Pandey deemed insufficient.
  • The airline attributed the delays to a thunderstorm and "operational reasons".
  • The incident highlights the need for airlines to improve customer service and communication during disruptions.