IndiGo Airlines is facing criticism after a Kolkata-based passenger, Ritham Bhattacharjee, took to LinkedIn to express his frustration with the airline’s handling of a 5-hour flight delay. Bhattacharjee shared a video capturing a heated exchange between him and the cabin crew, describing the service as “appalling” and accusing the staff of unprofessional behaviour during the delay.
In his post, Bhattacharjee detailed his experience, which he said involved a lack of clear communication about the delay and poor customer service from the crew. He mentioned feeling frustrated by the absence of updates and the dismissive attitude of the airline staff when he sought assistance. According to Bhattacharjee, the situation escalated when the crew responded in an unprofessional manner, further intensifying the tension on board.
The video quickly gained traction on social media, with many passengers expressing similar concerns about the airline’s customer service during delays. Some criticized the crew for their handling of the situation, while others expressed disappointment with the airline’s overall response to passenger grievances.
In response, IndiGo issued a statement addressing the incident. The airline acknowledged the flight delay and expressed regret for the inconvenience caused to passengers. IndiGo emphasized its commitment to providing quality service and stated that it would review the specific circumstances of the complaint to ensure such incidents do not occur in the future.
IndiGo also reiterated its efforts to improve customer experience, especially during delays, by offering more timely updates and ensuring staff are trained to handle passenger concerns with professionalism. While the airline assured passengers that steps would be taken to address the issue, the incident has raised questions about customer service standards in the aviation industry, especially during extended delays.
