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Journalism of Courage
An IndiGo passenger has shared online a nearly-11-hour ordeal she suffered after her flight was cancelled at the last minute and the alternative flight was delayed multiple times when she had to attend a family function and also wanted to spend Mother’s Day with her mother.
In a post on X, Anubha Pandey wrote that upon arrival at the luggage check-in counter at Delhi airport, she was informed that the flight was cancelled. “Indigo has given me a trauma that I’ll remember for very long. The airlines has 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.
“I had a flight scheduled for 10:40 AM from Delhi to Hyderabad, which got cancelled. I got to know about the cancellation at the luggage check in gate after I reached the airport at 9 AM,” she added.
Pandey could not get the last ticket available as it was given to a man who had missed his flight to Hyderabad. She got a rescheduled flight at 5 pm, which got delayed to 6.30 pm. “I waited patiently, even got ready at the airport only for the function. At 4:30 PM, we were informed at the boarding gate that the flight has further been delayed to 6:30 PM,” she wrote.
She further wrote that she had to stay at the airport till 8 pm.
Pandey said that she had asked the airline to compensate her for the “mental and physical torture” and that a senior IndiGo official offered her a voucher for Rs 2,000. “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?” she added.
Take a look at the viral post:
Responding to the post, IndiGo said the passengers had been notified of the delays and cancellations of flights via SMS to their registered mobile numbers. The airline also mentioned that they were provided refreshments during the wait time and also initiated a full refund of the return journey.
“We had communicated about your cancelled and delayed flight via SMS to the registered number. Our team served refreshments during the wait time and facilitated a full refund for your return journey, even though it was with a different airline,” IndiGo wrote.
“Ms Pandey, we extend our sincerest apologies for the inconvenience you experienced during your recent travel with us. Your original flight was cancelled due to last night’s thunderstorm. The alternative direct flight was delayed due to operational reasons,” it added.
The post grabbed the attention of social media users, who criticised the airline. One of them wrote, “Indigo customer service is trash. There is a dire need of a slightly more premium, dependable domestic airline.” Another user commented, “This is pretty regular for Indigo unfortunately. I had the exact same series of events and had missed my international flight because of indigo.”
