Recent air travel has turned into a series of frustrating ordeals for many passengers, with flight cancellations, extensive delays, and careless baggage handling causing significant distress. The experiences of two families, one from Florida and another from Pune, highlight the growing concerns over airline operations and ground services at major Indian airports.
A Transatlantic Journey Marred by Cancellations and Damaged Bags
Nikhil Bhan, travelling with his family from the USA, faced immediate disruption upon landing in India. Their journey, which began on December 7, hit a snag when their IndiGo flight from Delhi to Jammu was cancelled. The airline took over five hours to arrange an alternative, forcing the already fatigued family to transfer from Terminal 3 to Terminal 1 at Delhi airport after a trip exceeding 20 hours.
The troubles did not end there. On a subsequent IndiGo flight from Jammu to Pune via Delhi on Tuesday, the family checked in two large trolley bags. Their flight from Delhi took off around 2 PM and landed in Pune by 4 PM. However, upon collecting their luggage and reaching their destination in Pune, they discovered that the handles of both bags were broken.
Expressing his frustration, Bhan pointed out that compensation for damaged baggage must be reported at the airport itself. "We should have checked the bags at the airport. How is the airline handling the luggage of flyers?" he questioned, adding, "How can they be so careless and brutal with other people's belongings? Is the ground staff of the airline working under stress and pressure?"
A Harrowing Wait on the Tarmac and a Cancelled Connection
The experience of Uttam Nagar resident Papinder Athwal and his family of three was even more gruelling. Travelling from Amritsar to Pune via Delhi on two Air India flights on Monday, their ordeal began upon landing in Delhi.
Their aircraft could not find a parking bay. After a prolonged wait, a malfunctioning ladder further trapped passengers inside the plane for two hours. Despite informing the crew about their connecting flight to Pune at 5:40 PM, their concerns were ignored. They finally disembarked at 5:30 PM, only to learn that their Delhi-Pune Air India flight was cancelled.
The airline offered them seats on an Air India Express (AIX) flight scheduled for 10:15 PM from Terminal 1. This required a terminal change from T2. The boarding gate was initially announced as Gate 3, then changed to Gate 40. After the aircraft arrived, passengers waited 40 minutes for a bus to ferry them. The flight eventually took off at 12:20 AM on Tuesday, landing in Pune around 2 AM.
Lost Luggage and Missing Documents
Athwal's travel woes continued upon arrival in Pune. Their luggage did not appear on the carousel for an hour. The family was then assured it would be delivered within 24 hours. However, attempts to contact airline officials on Tuesday and Wednesday proved futile.
"One of the bags has important documents related to my office and I cannot join without those," Athwal stated, underscoring the real-world impact of such logistical failures beyond mere inconvenience.
TOI contacted both IndiGo and Air India Express for their responses via WhatsApp messages. Their replies were awaited at the time of reporting.
These incidents raise serious questions about operational efficiency, passenger communication, and baggage handling protocols during the busy travel season. For flyers, the advice is clear: inspect luggage thoroughly before leaving the airport and report any damage immediately to avail of compensation, a step both affected families regret missing in their exhaustion.
