Passengers booked on an IndiGo flight from Chandigarh to Pune were subjected to a harrowing ordeal, forced to spend an entire night inside the terminal of Chandigarh International Airport in Mohali due to an extensive delay. The incident, involving flight 6E-6107, has sparked outrage and highlighted recurring issues with airline customer service and communication.
The Night of Frustration and Poor Communication
The scheduled departure for IndiGo flight 6E-6107 was 10:55 PM on Sunday, March 2. However, passengers who had arrived on time were informed that their aircraft had not yet landed. The wait began, stretching from hours into the dead of night. According to multiple passenger accounts, the airline staff provided minimal and often conflicting updates, leaving travelers in a state of anxiety and confusion.
"We were given no clear information for hours," recounted one frustrated passenger. "The staff seemed as clueless as we were. They just kept asking us to wait." The situation deteriorated as the night progressed, with no arrangements for proper food, comfortable seating, or clear alternatives. Elderly passengers and children were among those most severely affected, having to rest on airport chairs or the floor.
Takeoff After a Grueling Nine-Hour Wait
After an agonizing delay of approximately nine hours, the beleaguered passengers finally boarded the aircraft. Flight 6E-6107 eventually took off from Chandigarh at 8:10 AM on Monday, March 3, landing in Pune well past its original arrival time. The delay not only disrupted travel plans but also caused significant inconvenience, with many missing connecting journeys, important appointments, or a full day of work.
While the immediate cause was cited as the late arrival of the incoming aircraft, passengers criticized the airline's complete lack of preparedness and crisis management. The absence of timely refreshments, accommodation offers, or a transparent contingency plan amplified their distress.
Airline Response and Passenger Rights
Following the incident and subsequent media reports, IndiGo issued a standard response. The airline attributed the delay to "operational reasons" and expressed regret for the inconvenience caused to the passengers. They stated that all travelers were provided with refreshments during the extended wait, a claim contested by many on the flight.
This incident brings the focus back on the Civil Aviation Requirements (CAR) laid down by the Directorate General of Civil Aviation (DGCA). As per these rules, airlines are mandated to compensate and care for passengers in case of significant delays or cancellations within their control. Key entitlements include:
- Meals and refreshments in case of a delay of 2 hours or more.
- Hotel accommodation and transfers for delays extending past 6 hours, especially overnight.
- Alternate flight arrangements or a full refund if the passenger chooses not to travel.
Passenger rights groups often note that such protocols are frequently ignored or poorly implemented by airlines, leaving travelers to fend for themselves. The chaos at Mohali airport serves as a stark reminder for travelers to be aware of their rights and to formally lodge complaints with the airline and the DGCA when such norms are violated.
The episode has left a bitter taste for the affected flyers, casting a shadow over the reliability of air travel on this route. It underscores the urgent need for airlines to bolster their customer service mechanisms and adhere strictly to regulatory guidelines to prevent such distressing scenarios in the future.
