IndiGo Flight Chaos: Nearly 400 Passengers Stranded in Istanbul

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ISTANBUL- Approximately 400 passengers remain stranded at Istanbul Airport (IST) after multiple IndiGo Airlines (6E) flight disruptions to Delhi (DEL) and Mumbai (BOM), sparking widespread frustration and social media outcry.

Travelers have documented severe service failures that have left them without adequate support or clear communication.

Photo: Kaan Can Ozdemir

IndiGo Passengers Stranded in Istanbul

Passengers like Shubham Bansal shared their distressing experiences on professional networks, highlighting the airline’s apparent lack of responsiveness. Bansal directly questioned IndiGo’s operational standards, stating he had been stranded for 24 consecutive hours without any meaningful updates.

Anushri Bhansali, another affected passenger, detailed the flight’s multiple complications. Her scheduled flight underwent repeated delays—first by an hour twice, then a complete cancellation, and ultimately rescheduled 12 hours later.

Bhansali emphasized the airline’s complete absence of passenger support, reporting no accommodation, meal vouchers, or airport representative engagement.

The challenging Istanbul weather has compounded passengers’ difficulties. Rohan Raja reported that even when accommodations were allegedly arranged, IndiGo failed to provide transportation, further exacerbating travelers’ challenges.

Parshwa Mehta’s experience epitomizes the widespread disruption. Her Mumbai-bound flight, originally scheduled for 8:15 pm Wednesday, underwent multiple reschedulings. Notably, Turkish Airlines staff—not IndiGo personnel—provided critical flight information to passengers.

Mehta criticized IndiGo’s inadequate compensation strategy, describing the promised lounge access as insufficient. The designated lounge could not accommodate the large number of stranded passengers, forcing many to stand for extended periods without proper facilities. She emphasized the airline’s complete failure in basic customer service, demanding a formal apology and fair compensation.

Photo: Kaan Can Ozdemir

Worst Airline in Customer Service?

AirHelp’s 2024 global airline performance report reveals IndiGo’s significant challenges in customer service and claims handling. The airline ranks 103rd out of 109 analyzed carriers, reflecting substantial operational shortcomings.

IndiGo’s performance stands in stark contrast to its domestic competitor Air India, which secured a 61st position with a 4.1/10 score for claim handling. The domestic carrier’s rating of 4.80/10 underscores ongoing service quality concerns.

Despite its rapid expansion, IndiGo has struggled to maintain customer satisfaction standards. The airline has grown its operational capacity substantially, maintaining a fleet of over 360 aircraft and executing more than 2,000 daily flights across 77 domestic and 33 international destinations.

The most critical assessment emerges from IndiGo’s abysmal 0.3/10 score for claim handling, definitively placing it among the world’s ten worst airlines.

Photo: Aneesh Bapaye

Similar Incidents

Well, this is not the first time that such a major disruption has occurred.

On July 25, 2024, flight 6E12 from Istanbul to Delhi experienced a 12-hour delay due to technical aircraft issues, affecting 200 passengers. Passenger Hriday Madan publicly shared his challenging journey from Milan through Istanbul, highlighting the extensive disruption to his travel plans.

Traveler Govind Kanakan further criticized the airline’s response, specifically pointing out the poor quality of food served to stranded passengers and the airline’s perceived unresponsiveness. IndiGo defended its actions, claiming it maintained passenger communication, provided refreshments, and attempted to mitigate wait times at the airport.

Similarly on September 15, 2024, involved an IndiGo flight from Mumbai to Doha, which faced severe operational complications. The flight, originally scheduled for a 3:55 AM departure, remained grounded until at least 9 AM, significantly impacting hundreds of travelers.

Passengers reported being confined to the aircraft for five consecutive hours without permitted disembarkation after completing immigration procedures. Technical issues ultimately forced airline staff to instruct passengers to exit the aircraft and wait in the airport’s holding area.

The Doha-bound flight incident escalated into a more complex situation. Passengers alleged inadequate support, claiming a complete lack of food, water, and meaningful communication from IndiGo officials. The airline countered these accusations, asserting that comprehensive passenger arrangements were implemented.

Photo: Shrey Chopra (Captchops)

IndiGo Flight Takeoff without 50 Pax

Last year, An unusual incident involving IndiGo unfolded on October 2, 2023, when a flight from Istanbul to Delhi departed without approximately 50 confirmed passengers, leaving travelers stranded and bewildered.

Harminder Sawhney, his wife Bindiya, and their two children were among the passengers affected by this unprecedented situation and they shared their stories with Aviation A2Z. The flight, scheduled to depart at 8:30 PM Turkish time, created a cascading series of challenges for the travelers.

The Sawhney family completed all standard pre-flight procedures meticulously. They successfully checked in, received boarding passes, and had their luggage processed through the conveyor belt. At approximately 7:00 PM, they took a break to have dinner, believing they had ample time before the scheduled departure.

Returning to the departure gate 30-35 minutes before the flight’s scheduled time, the family was shocked to learn that the aircraft had already taken off. Approximately 50 passengers found themselves in the same distressing predicament, suddenly without transportation and stranded in a foreign airport.

The situation deteriorated further as passengers discovered no IndiGo counter was present at the airport. Attempts to seek assistance from airport officials proved futile, with no personnel available to provide guidance or support. Adding insult to injury, the Sawhney family discovered their luggage in the lost and found section, with their belongings’ luggage wheels deliberately broken.

The airport’s actions compounded the travelers’ challenges. Their boarding passes were unexpectedly canceled, immigration clearance revoked, and baggage stickers removed. Passengers were effectively abandoned, separated, and dispersed without clear direction or support.

The subsequent 24 hours became a test of survival for the stranded travelers.

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