Dubai: A prolonged delay of Air India Express flight IX196 from Dubai to Jaipur has sparked public outrage after passengers were reportedly left onboard in sweltering conditions. The airline, however, denied any technical malfunction, attributing the delay to air traffic control (ATC) congestion due to the closure of certain airspaces.
In a statement, an Air India Express spokesperson clarified that reports of passengers being stranded inside the aircraft for five hours were exaggerated. “Some of our flights from UAE cities are experiencing delays post-boarding due to ATC congestion. This is a result of restricted airspace access,” the spokesperson explained.
AC Functioning, But Heat Took Its Toll
Responding to a video circulating on social media showing visibly distressed passengers, the airline confirmed that while the air conditioning was functioning, the cooling effect may not have been optimal.
“When an aircraft remains on the ground with doors open in extreme heat, as in Dubai, the cabin may feel warmer. Once airborne, the temperature stabilizes. The cabin crew followed all procedures and attended to passenger requests after takeoff,” the statement read.
Air India Express expressed regret for the inconvenience caused by circumstances it described as “beyond our control” and thanked passengers for their patience.
Passengers Suffer in Stifling Conditions
Despite the airline’s explanation, social media footage told a different story. Passengers, including children and elderly individuals, were seen sweating profusely, using safety instruction cards to fan themselves and pressing call bells for assistance. Some passengers reported a lack of adequate drinking water during the delay.
Instagram user and dietician Aarzo Sethi, who was onboard, posted a video criticizing the crew for insufficient communication and assistance. Her footage showed visibly distressed passengers, fueling further backlash online.
Mounting Criticism Amid Broader Scrutiny
The incident has intensified scrutiny of Air India Express, already under pressure following the fatal AI-171 crash near London—India’s deadliest aviation disaster. Social media users have accused the airline of “negligence” and called for boycotts, raising concerns over service quality since the Tata Group took over.
Meanwhile, another Air India Express flight—from Kolkata to Hindon—faced delays due to a confirmed technical snag. This comes amid ongoing safety inspections of Air India’s Boeing 787 Dreamliner fleet, mandated by the Directorate General of Civil Aviation (DGCA) following the AI-171 crash.
Passenger advocacy groups and flyers continue to demand accountability from both Air India Express and aviation regulators. The airline has yet to issue a detailed follow-up explanation.
