Passengers of an Air India flight to San Francisco endured an ordeal of over 20 hours of delay, with several reportedly fainting due to the lack of air-conditioning.
The flight, AI 183, was initially scheduled to depart from Delhi Airport on Thursday afternoon but is now rescheduled to take off at 11 am today.
Journalist Shweta Punj, among the affected passengers, detailed the harrowing experience on social media platform X.
"AI 183 flight has been delayed for over eight hours, passengers were made to board the plane without air-conditioning and then deplaned after some people fainted on the flight. This is inhuman," Punj wrote, tagging Civil Aviation Minister Jyotiraditya Scindia.
The passengers, who had been seated on the aircraft without air-conditioning amid Delhi's severe heatwave—temperatures soared to 52.9 degrees Celsius on Wednesday—were eventually asked to disembark.
Visuals posted by passengers showed people, including children, sitting on the airport floor, some removing their shoes in an effort to cool down.
Another passenger, Abhishek Sharma, appealed for immediate action to assist those stranded at the boarding area. "People were made to board the plane and sit without AC.
Then deplaned and not allowed to enter the terminal because immigration was done," he posted.
In response, Air India's official handle on X conveyed regret and assured that their team was working to address the delay.
"We truly regret to note the disruptions. Please be rest assured that our team is actively working to address the delay and appreciate your ongoing support and understanding," the message read.
The incident has brought to light significant operational failures and customer service issues at Air India. The Directorate General of Civil Aviation (DGCA) had previously issued guidelines to manage such chaotic situations.
In January, the DGCA released standard operating procedures (SOP) for "facilities to be provided to passengers by airlines due to denied boarding, cancellation of flights, and delays in flights."
According to the SOP, airlines should consider canceling flights likely to be delayed beyond three hours to avoid passenger discomfort.
This latest debacle has sparked a broader conversation about the privatisation of Air India and its impact on service quality.
Punj's post highlighted the broader frustrations with the airline: "If there is a privatisation story that has failed, it is Air India."
The airline, now under the ownership of Tata Group, has faced numerous challenges in its effort to transform and modernise operations.
Despite investments and strategic changes, incidents like the one experienced by AI 183 passengers underscore persistent issues.
Civil Aviation Minister Scindia has yet to comment publicly on the incident, but the episode has put pressure on the Ministry to enforce stricter compliance with DGCA regulations and ensure passenger welfare.
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