IndiGo has issued a response following a viral post by Dr Datta, formerly associated with AIIMS Delhi, who shared his distressing experience aboard a Bengaluru-Delhi flight. In a series of posts on X, Datta expressed his outrage, stating that he would never fly with the airline again after enduring what he described as sheer negligence and indifference from the crew. He also vowed to take legal action against IndiGo for the incident.
According to Datta, the issue began when he pre-booked a sandwich for his flight to manage his borderline pre-diabetic condition. Despite his preparation, he was left waiting for a meal after the flight took off at 3:30 PM. When the meal service started, he was informed that his pre-booked meal was delayed due to an issue at the Bangalore airport. After waiting for half an hour, he tried to get the crew’s attention, but his emergency light went unanswered.
As Datta’s condition worsened and he began to feel hypoglycemic, a fellow passenger offered him a sandwich, but he was already frustrated by the lack of attention. The situation escalated when the captain announced that the flight was descending, and still, there was no response on his meal from the crew.
In his post, Datta questioned the airline’s neglect, highlighting how such a situation could have endangered a passenger in a medical emergency. He further criticised the crew for their unprofessionalism, stating that the lack of empathy or explanation was shocking.
IndiGo apologises
After the post gained traction on social media, IndiGo responded, apologising to Dr Datta for the delayed meal service and the inconvenience caused. The airline assured him that his feedback had been taken seriously and necessary steps had been implemented to prevent a similar situation in the future.
“We sincerely apologise for the delay in serving your pre-booked meal and the inconvenience this caused. At IndiGo, we are committed to understanding and prioritizing our customers’ needs and comfort,” the airline said in its response. IndiGo further expressed its appreciation for Datta’s patience and pledged to improve its services moving forward.
Despite the airline’s apology, the incident sparked a flood of comments from other users who shared their own negative experiences with the airline. One user recalled a similar issue with meal services on a flight to Singapore, while another criticised the training of new crew members and their poor interaction with passengers.
As the debate over IndiGo’s service quality continues, Datta has said he plans to escalate the matter to the National Consumer Forum, seeking accountability and improvements to prevent such neglect in the future.