At Nagpur's Dr. Babasaheb Ambedkar International Airport, a tense situation unfolded on Saturday as frustrated passengers clashed with airline staff over sudden flight cancellations. In an unexpected turn, personnel from the Central Industrial Security Force (CISF), typically tasked with security, found themselves playing the crucial role of peacemakers to defuse the rising tempers.
CISF Ramps Up Deployment and Diplomacy
Witnessing the potential for chaos, the CISF, which is responsible for airport security across India, took proactive measures. They increased their deployment at the airport by a significant 20% to manage the crowds and maintain order. However, their role extended far beyond checking credentials and conducting security frisks.
Utilizing soft skills and patient intervention, the security personnel actively worked to pacify angry travelers. A major point of contention was that many passengers only learned their flights were cancelled upon arriving at the airport. The CISF intervened directly with the airline, requesting that IndiGo inform passengers of cancellations well in advance to prevent such chaotic scenes.
"Several passengers were furious because they never received a cancellation message," revealed a source familiar with the incident. This communication failure led to large crowds gathering at ticket counters, resulting in heated arguments with airline staff. The CISF urged the airline to relay cancellation information promptly to avoid further escalation.
A Diverted and Cancelled Flight Fuels Passenger Fury
The frustration was compounded by a specific incident involving a flight from Kolkata to Pune. On December 4, this flight was diverted to Nagpur only to be cancelled later. Sources indicated a lack of parking space at the Pune airport led to the decision. This left the passengers onboard stranded and furious.
The situation grew so tense that many passengers refused to disembark from the aircraft for over two hours. The CISF was prepared to intervene, with a team stationed near the aircraft. However, as there was no direct threat to the aircraft's safety, a physical intervention was not required. Once the passengers eventually deplaned, CISF personnel assisted in counselling them and calming the situation.
On-the-Ground Crisis Management
Individual stories highlighted the depth of the frustration. One CISF staffer recounted an encounter with a passenger who had been traveling for three days and was separated from his baggage. "I saw him shouting at the airline staff. I persuaded him, and he understood," the staffer said, illustrating the diplomatic role the force adopted.
Throughout the day, teams maintained a vigilant but non-intrusive presence near the IndiGo counters. Their strategy relied on soft power—using dialogue and persuasion—to manage the aggrieved passengers and prevent the situation from spiraling out of control. This incident underscores the challenges faced by airport security forces, who must often balance strict security protocols with crowd management and customer service during operational disruptions.
