‘Epitome of patience and calmness’: Amid IndiGo chaos, one traveller found hope in front desk staff

In a social media post titled “Shame on IndiGo senior leadership,” Visvanath praised the young front desk staff who bore the brunt of passengers’ wrath. “The senior management pushed the frontline staff into the fire to face the public fury. But some frontline staff stood out,” she wrote in her post.

Speaking to The Indian Express, Visvanath, the former owner of Twist n Tales, one of Pune’s most popular bookstores, said she was coming back to the city with her husband.

Visvanath talked of how, amid the confusion and flaring tempers, a few ground employees went above and beyond to manage crowds, guide elderly passengers, and keep communication alive even as the system around them faltered.

“Some of these guys were superb in discharging their duties. I noted down some of the names too and want to express appreciation for Mr Chang, Mr Abhishek, Mr Shyam, Mr Anuj, and all airport ground staff for their composure under intense pressure,” she said.

‘Not one of them snapped back’

With digital boards showing flights as “on time” long after cancellations had been confirmed, the confusion only deepened. Many were unable to retrieve checked baggage, while others scrambled to book last-minute alternatives at sharply higher fares.

“There was utter chaos. There was nothing displayed on the boards about the actual status of everyone’s flights. No one knew where their baggage was. And almost everyone was shouting at these young kids, who were the epitome of patience and calmness. Not one of them snapped back. They took out A4 sheets and went around noting each person’s PNR number and flight to help them trace their baggage,” said Visvanath.

“As time wore on, the youngest and the oldest ran out of energy. The conveyor belts were used to lay down babies and put them to sleep. They also doubled up as rest spaces for some elders,” she added.

‘They carried themselves with dignity’

Scenes at the Bengaluru airport mirrored the panic seen across the country, she said, with children sleeping on luggage carts, food kiosks running out of stock, and passengers huddling in corners for updates that never came.

“When we came out of the airport at 3 am, we didn’t find accommodation in any hotel. We hired a car, and drove down to Pune,” she said.

Visvanath said she has not yet received her baggage. “The frontline staff did what they could, but the management failed us completely. People are still waiting for refunds, compensation, or even proper explanations,” she said.

For Visvanath, however, this experience underscored two realities: a corporate failure from the top, and an admirable show of duty from the ground. “They were the face of the crisis, yet they carried themselves with dignity. Even if nothing else went right, some of them reminded us of what real service looks like.”

Rohit Yadav is an intern with The Indian Express.