On Wednesday, IndiGo was subjected to intense criticism by the general public, with thousands of passengers being stuck in the major airports around the country, such as in Mumbai, Delhi, and Bengaluru, due to massive flight delays and disruption of operations. The negative events caused a flood of frustration on social media, with angry flyers referring to all the trouble as an outburst of disorder and mismanagement, an absolute mockery of the service to customers and the functioning of the airline.
Delays between 30 minutes and over five hours were reported by the passengers with some indicating that they had been trapped in airports even spending up to 12 hours. Some of the travellers posted videos and photos of queues that were long and extending beyond the terminal halls, overcrowded boarding gates and passengers waiting without communication on part of the airline. The fact that the departure times kept changing increased the confusion and added to overcrowding of the check-in counters and increased temper levels among travellers.
IndiGo Releases Statement
After the accumulated criticism, IndiGo issued its official statement accepting the mass disruptions. The airline explained the delays as resulted by operational problems, and cited a series of factors, such as technology problems, airport congestion and other logistical factors.
The last few days witnessed a number of unavoidable flight delays and cancellations because of many reasons including technology problems, airport congestion and operational needs. Our departments are striving to make sure that normalisation of operations takes place as quickly as possible. We are providing alternatives flight or refunds to the affected customers as required, IndiGo said in a statement.
Many passengers were not satisfied even after the clarification. Many users of X (previously Twitter) described holding waiting times, absence of timely announcements, and mishandling of flyers that were stuck. One of the passengers complained about waiting a lot at the airport in Delhi: I am wasting my time in the lounge courtesy of the flight 6E 5347 at IndiGo which is now 4 hours late. And of course they did not bother to inform us.
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