Indigo Airlines' operational woes escalated into a full-blown crisis at Chennai International Airport on Thursday, disrupting the travel plans of thousands of passengers. The airline was forced to cancel a significant number of services, leading to widespread chaos and frustration among flyers bound for both domestic and international destinations.
Scale of the Disruption: Cancellations and Delays
The scale of the disruption was substantial. Official figures confirmed that as many as 28 arrivals and departures were cancelled at Chennai airport. Furthermore, 24 additional flights faced considerable delays, compounding the unrest within the terminal. While airport authority officials maintained that passengers were informed of cancellations in advance and the situation was under control, the ground reality painted a starkly different picture.
Scores of passengers were found stranded, with seating areas overflowing and communication from the airline staff deemed inadequate. Brahma Puthran, an advocate from Chennai who was scheduled to moderate a conference in Kochi on Friday, described a scene of utter pandemonium. He noted that the area near the boarding gates resembled a crowded railway station, with no seats available and people forced to sit on the floor.
Passenger Ordeals: Stories of Chaos and Uncertainty
Passenger accounts highlighted severe lapses in communication and service. Brahma Puthran's ordeal began when his original Wednesday night flight to Kochi was cancelled. After rescheduling to Thursday, he found his 8:10 PM flight repeatedly delayed, first to 10:50 PM, with no certainty of departure even then, citing delays of 8 to 10 hours for some flights.
Another passenger, Antony Rubin, faced immense hardship while trying to return from Mumbai with his family after attending a wedding. His flight was cancelled just hours before departure, and the airline's customer care was unreachable. "It was mayhem at the airport," Rubin stated. He described a scene where hundreds, including senior citizens on wheelchairs, were left waiting without any updates. Although he managed to reschedule for a 9:45 PM flight on Thursday, it too was delayed by an hour.
The frustration boiled over on Wednesday night when passengers gheraoed the check-in lounge to protest uninformed delays and cancellations. Airport authority officials and Indigo representatives eventually pacified the crowd. Social media platforms were flooded with similar complaints from Chennai. One user, Abhinav Reddy, shared that his Chennai-Hyderabad flight was cancelled after arriving from Andaman, and an alternative route via Kochi also fell through due to another cancellation.
Airline's Response and Lingering Questions
Indigo attributed the widespread disruptions to a combination of factors, including 'minor technology glitches', 'schedule changes linked to the winter season', 'adverse weather conditions', and the implementation of updated crew rostering rules that took effect on Wednesday. However, the airline stopped short of providing a clear plan or timeline for resuming normal operations, leaving passengers in a state of continued uncertainty.
The incident at Chennai airport underscores a significant breakdown in operational reliability and passenger communication for one of India's largest carriers. The tangible impact on travelers, from missed conferences to stressful journeys for families and elderly passengers, raises serious questions about contingency planning and customer service protocols during large-scale disruptions.
