A significant delay on an IndiGo flight bound for Istanbul on December 28 left passengers stranded and angry at Mumbai’s Chhatrapati Shivaji Maharaj International Airport. The ordeal prompted many to voice their frustrations on social media, and the airline issued a statement to address the situation.

Flight 6E17, originally scheduled to depart at 6:55 AM, faced multiple delays before eventually taking off at 11 PM the same day. IndiGo attributed the delay to a technical glitch, which led to the flight’s initial cancellation. Passengers, however, alleged that they were left without food, water, or proper communication from airline representatives during the prolonged waiting period.

“Mumbai to Istanbul journey suspended after 10 hours waiting by passengers. Information that there are around 100 passengers in this journey and the number of students is large. Kids are crying at the airport, no resolution from authorities,” wrote a passenger on X (formerly Twitter). Another passenger described the situation as a “scam,” claiming that over 500 passengers were subjected to continuous delays and eventual cancellation without adequate support.

Protests and Social Media Outrage
The delay reportedly affected numerous passengers, including many students, who staged protests at the airport. Passengers demanded immediate action, including refunds or arrangements for alternate flights. Social media posts highlighted their grievances, with one X user claiming, “My brother has been stuck at the Mumbai International Airport for more than 12 hours due to extremely unprofessional behaviour by @IndiGo6E and their staff. He had a flight to Istanbul which 1st got delayed, then he was made to board and de-board again twice!!”

Many passengers also alleged that IndiGo staff were unresponsive and rude, further exacerbating the tense situation.

IndiGo’s Response
In response to the mounting criticism, IndiGo issued a statement expressing regret over the incident. “We regret that our flight 6E17, originally scheduled to operate from Mumbai to Istanbul, faced a delay due to technical issues. Unfortunately, despite our best efforts to rectify the issue and dispatch it to the destination, we eventually had to cancel the flight,” the airline said. IndiGo stated that their teams were actively assisting affected passengers by providing updates, arranging accommodations, distributing meal vouchers, and ensuring full refunds.

The airline later arranged an alternate aircraft, which departed for Istanbul at 11 PM on the same day.

The incident highlights the challenges airlines face when dealing with unexpected technical issues and the importance of timely communication and customer care. While IndiGo’s efforts to provide support were acknowledged in its statement, the passengers’ experiences underscore the need for improved crisis management to maintain trust and minimise inconvenience.