A female IndiGo passenger has shared her harrowing experience at the Delhi airport after she was made to wait for over 11 hours. Anubha Pandey, who was on her way to Hyderabad to attend a family function, took to X, formerly Twitter, to detail her ordeal with IndiGo. She said her original flight was cancelled at the last minute and the alternate flight which she got after multiple tries was delayed several times.
In a series of posts, Pandey said that she was informed about her original flight being cancelled when she was at the luggage check-in counter at the Delhi airport.
“I had a flight scheduled for 10:40 AM from Delhi to Hyderabad, which got cancelled. I got to know about the cancellation at the luggage check in gate after I reached the airport at 9 AM. I was asked to go to the reservation counter to get a reschedule/other options,” she wrote.
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She claimed that the last ticket on the 12:20 PM flight to Hyderabad was given to the customer who had “missed” his original flight. “When I questioned the act…I faced insensitivity and argument from two guys at the T1 counter, only to add more stress to what was going to come in the day,” she claimed.
“After almost an hour of tries, I finally got a reschedule for the 5 PM flight, which was supposed to reach at 7 PM. It was 11:30-12 by then so I decided to wait at the airport only,” Pandey wrote.
However, after her alternate flight witnessed multiple delays, Pandey decided not to travel.
She added that she stayed at the airport till 8 PM, wanting to know why she had to go through it all.
A senior IndiGo official offered Pandey a voucher for Rs 2,000. “Firstly, very delusional of that person to even believe that I’ll ever travel from Indigo again. Secondly, I would give 5k back but answer me clearly why I have put through such emotional, mental and physical stress? “ she wrote.
IndiGo’s response
In reply to her posts, IndiGo wrote that the passengers had been informed of the delays and cancellations of flights via SMS on their mobile numbers, adding they initiated a full refund of the return journey.
The airline wrote, “We had communicated about your cancelled and delayed flight via SMS to the registered number. Our team served refreshments during the wait time and facilitated a full refund for your return journey, even though it was with a different airline.”
IndiGo also clarified that Pandey’s flight to Hyderabad was cancelled due to the thunderstorm that had hit Delhi the night before, while the alternative direct flight was delayed due to “operational reasons”.
Detailing her experience on X, Pandey wrote, Indigo has given me a trauma that I’ll remember for very long. The airline ruined my day, a family function and Mother’s day for me and my mother, who was waiting for me in another city.”
Her posts garnered the attention of several people. Many shared their own experience with IndiGo, while others criticised the airline.