Passengers of a Mumbai-Ranchi IndiGo flight (6E-221) faced a nightmarish experience when the flight was diverted to Kolkata due to adverse weather conditions.
Despite promises made onboard for hotel stays and alternate flights, travellers alleged that the ground staff denied any such arrangements upon landing.
A passenger, Vikram Srivastava, took to social media platform X, expressing discontent, stating that the IndiGo team declined assistance, leaving passengers to make their arrangements in an unfamiliar location. The incident involved pregnant women and elderly passengers who were left stranded.
IndiGo responded on the platform, expressing regret for the inconvenience caused and assuring an investigation into the matter.
The airline clarified that all passengers were offered meals at the Kolkata airport and provided with the option of choosing an alternative flight or receiving a refund.
The incident sheds light on the challenges faced by passengers during unexpected diversions and raises questions about the responsiveness and communication by airlines in such situations.
While air travel disruptions are not uncommon, ensuring passenger welfare and transparent communication become pivotal, especially in distressing situations.
This incident serves as a reminder of the need for improved crisis management and customer care protocols within the aviation industry to address the concerns of affected travellers effectively.
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