TURKEY: The ordeal highlighted what many called a severe failure of customer service, as passengers reported a lack of support or communication from the airline.
Passengers en route to Mumbai and New Delhi expressed their frustration online, with one traveler, Parshwa Mehta, criticizing IndiGo for not providing adequate alternatives, accommodations, or even meal vouchers. They even mentioned that there was no IndiGo staff to explain the situation. Turkish Airlines crew gave updates, but they were left in chaos, they shared on X (formerly Twitter).
Anushri Bhansali, another affected passenger, described repeated flight delays, last-minute cancellations, and a rescheduled departure 12 hours later, saying that she sick with a fever, stuck without support, and her parents couldnt even reach the airline.
The stranded passengers were offered access to a lounge that reportedly could not accommodate everyone, exacerbating the frustration. IndiGo attributed the delays to “operational reasons” but did not provide compensation or an on-ground representative at the airport.
This incident comes as IndiGo was ranked among the worst airlines in the AirHelp Score Report 2024, placing 103rd out of 109 airlines. Air India and AirAsia ranked 61st and 94th, respectively.
With passengers’ grievances trending online, the incident has reignited debates over the accountability of low-cost airlines and their treatment of travelers during crises.
