Hundreds of passengers flying with IndiGo faced a nightmarish ordeal at Bengaluru's Kempegowda International Airport (KIA) on May 5, 2025, leading to severe financial, emotional, and professional distress. The chaos unfolded after flight 6E 121, scheduled to depart for Kolkata at 6:05 AM, was repeatedly delayed and ultimately cancelled, leaving travelers stranded for over 24 hours with minimal support from the airline.
A Cascade of Delays and a Final Cancellation
The trouble for passengers began early on Monday morning. IndiGo's flight 6E 121, which was supposed to take off at dawn, did not board on time. The airline initially cited technical issues, promising a new departure time of 2:30 PM. However, as that time approached, the delay was extended further to 5:30 PM, fraying the nerves of the assembled flyers.
Finally, at around 4:00 PM, the airline delivered the crushing blow: the flight was officially cancelled. The reason provided was a technical snag with the aircraft. This left a large group of passengers, including families with young children, elderly individuals, and business travelers, in a state of limbo inside the terminal.
Passenger Anguish: Missed Opportunities and Mounting Losses
The cancellation triggered a wave of immediate and tangible problems for those affected. Many passengers reported significant financial losses due to missed connections, hotel bookings, and pre-paid tour packages at their destination. The professional consequences were equally severe.
Anirban Dutta, one of the stranded passengers, highlighted a critical domino effect. He was traveling to catch a connecting flight from Kolkata to Bagdogra for a crucial job interview in Siliguri. The cancellation in Bengaluru meant he missed his entire itinerary, costing him a potential employment opportunity. "I have been preparing for this interview for months," Dutta lamented, encapsulating the frustration of many whose professional lives were disrupted.
Another passenger, Rahul Sharma, was trying to reach his hometown. He expressed the collective exhaustion and helplessness, stating they had been "stuck at the airport for over 24 hours" with no clear resolution or adequate assistance from IndiGo staff.
Inadequate Response and Passenger Demands
According to multiple accounts, the airline's response was disorganized and insufficient. While IndiGo offered to rebook passengers on alternative flights, the next available options were not until the following evening—a full day later. The provision of refreshments was sporadic, and the communication from ground staff was often unclear, adding to the anxiety.
Passengers made several basic demands that they felt were not met satisfactorily:
- Immediate and clear communication regarding the status of their flight and rebooking options.
- Proper accommodation for all affected passengers, not just a select few, given the extended delay.
- Compensation for their financial losses incurred due to the cancellation, as per aviation regulations.
- Access to essential amenities like consistent food, water, and a comfortable waiting area.
The situation at the Bengaluru airport terminal became a stark reminder of the real-world impact of flight disruptions, moving beyond mere inconvenience to genuine hardship.
Broader Implications for Air Travel in India
This incident at one of India's busiest airports raises serious questions about passenger rights and airline accountability. While technical issues with aircraft are unavoidable, the protocol for handling such large-scale disruptions is critical. The Directorate General of Civil Aviation (DGCA) has clear guidelines on compensation and passenger care for cancellations and long delays, but implementation on the ground often falls short.
The ordeal of the IndiGo 6E 121 passengers underscores the need for more robust and empathetic customer service protocols during crises. For the travelers involved, the event was more than a delayed trip; it was a costly lesson in the fragility of modern air travel plans, resulting in missed job interviews, lost money, and immense emotional stress.
As of now, IndiGo has not issued a detailed public statement addressing the specific grievances of the passengers stranded in Bengaluru. The incident serves as a call for airlines to review their contingency plans to ensure that when technology fails, humanity and efficiency in service do not follow suit.
