A passenger on IndiGo flight 6E 228 from Mumbai to Guwahati found himself unexpectedly landing in Agartala instead—thanks to what he claims was IndiGo’s mismanagement. The disruption caused him to miss his connecting IndiGo flight from Guwahati to Dimapur, leaving him stranded.
The passenger, who took to LinkedIn to express his frustration, highlighted how IndiGo’s handling of the situation was anything but customer-friendly. He alleged that the airline did not secure landing permission, forcing an unplanned stop in Agartala. Despite being inside the aircraft during refuelling, safety concerns were brushed aside, and upon returning to Guwahati, his scheduled Dimapur flight had already departed.
IndiGo’s response? The airline stated that the diversion was due to “unforeseen air traffic congestion” in Guwahati, which was beyond its control. It assured that refuelling was conducted following all safety protocols and claimed its airport team provided the passenger with options, including the next available flight and hotel accommodation. IndiGo added that since he declined these options, surface transport was arranged for him as per his request.
However, Gune refuted IndiGo’s statement, calling it misleading. “They’re lying and playing safe. They said they called, but they didn’t,” he told FE Online. He further pointed out that the “next available flight” was scheduled only for the following day, despite him having paid for same-day air travel.
According to the passenger, there was no immediate assistance or clarity. He requested a road transfer due to lower-back issues, requiring an Innova, but was instead provided with an Ertiga, which he described as a dismissive gesture rather than a solution. To make matters worse, his request for a refund was met with silence.
The incident has reignited concerns over IndiGo’s customer service, with the passenger accusing the airline of treating customers like “ATM machines” rather than valued travellers.