Passenger Criticizes IndiGo Crew Over Flight Delay; Airline Responds

Photo: LinkedIn/@rhitambhattacharjee

A passenger from Kolkata recently expressed his dissatisfaction with IndiGo airline’s handling of a significant flight delay. Taking to LinkedIn, Ritham Bhattacharjee shared a video of a heated exchange with the cabin crew, calling their behavior “unprofessional.” The incident occurred on January 6 during a flight from Kolkata to Chennai, which was delayed for five hours.

In his post, Mr. Bhattacharjee described how passengers were kept inside the aircraft throughout the lengthy delay and were offered minimal compensation – just a packet of chips and cookies. He wrote, "The CCU-MAA (Kolkata to Chennai) flight was delayed by five hours. To make matters worse, the compensation given was just a packet of chips and one cookie. Passengers were forced to remain seated inside the aircraft the entire time, which is simply unacceptable."

Mr. Bhattacharjee went on to accuse the cabin crew of being unhelpful and rude. He highlighted specific staff members, stating, "The customer attendants and air hostesses on both flights displayed unprofessional behavior. Specifically, the attendees named Eram and her team on the return flight were extremely uncooperative and rude."

Expressing his shock, Mr. Bhattacharjee demanded immediate action from the airline. He added, "It seems IndiGo’s focus on being a low-cost airline has come at the cost of customer satisfaction. I urge you to take immediate action to address these issues and provide better training to your staff. I hope IndiGo will prioritize the customer experience in the future and provide services that meet the expectations of loyal passengers."

As the post gained traction on social media, IndiGo responded with an apology. The airline stated, "This is not the kind of experience we want our customers to have. Please give us some time to connect with you."

In addition, IndiGo explained the situation, citing adverse weather conditions in Kolkata as the reason for the delay. The airline said they had shared travel advisories and sent notifications to registered contact numbers to keep passengers informed. IndiGo also claimed that their crew served refreshments and water multiple times during the wait.

Despite the airline’s apology, Mr. Bhattacharjee’s post triggered strong reactions from other social media users. Many shared similar experiences of poor service with IndiGo. One user commented, "This has become common with IndiGo. The service quality has dropped so much that it’s now my last choice for travel."

Another shared their own story, saying, "I had a similar experience on a flight from Doha. Even after asking for water, it took 30 minutes to arrive, and it was served in small paper cups. I’ve decided not to travel with IndiGo anymore."

A third user remarked, "This seems to be the new normal with airlines focusing more on cost-cutting than customer care."

The incident has brought attention to the challenges faced by passengers during flight delays and the importance of customer service in the airline industry.

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