An undated video has surfaced online showing Indigo passengers at Mumbai airport expressing outrage after their flight was delayed and eventually cancelled without prior notice. The video, which has gone viral on social media, captures a tense confrontation between frustrated passengers and the airline’s ground staff, who reportedly did not inform them of the cancellation in a timely manner.
According to the passengers, they had been waiting inside the aircraft for several hours before being told to disembark, leading to a heated exchange between passengers and staff.
In the footage shared on the social media platform X, an irate male passenger can be seen shouting at a ground staff member, asking, “Aap kya kar rahe ho?” as he waved his hand in frustration. Two women soon joined him in questioning the staff, with one accusing the airline of “time pass” and failing to notify the passengers of the delay. Another woman complained that other flights were taking off as scheduled, while theirs had been grounded since 9 am.
Despite facing intense criticism, Indigo’s ground staff remained composed, with many internet users praising their ability to handle the situation calmly. “Service industry employees face countless difficult clients, and it’s commendable how they stay composed under pressure,” one social media user commented.
Hats off to this Air hostess for showing calmness in face of aggressive behaviour.
— Rishi Bagree (@rishibagree) September 29, 2024
However, some users empathized with the passengers, calling the five-hour delay unacceptable. “The poor passengers have no option but to be aggressive because no one listens to them. Five hours delay is too much for a flight of 1-2 hours,” wrote one commenter.
The incident reportedly took place on a Mumbai to Qatar Indigo flight, which was delayed by more than five hours. After passengers had already boarded the aircraft, they were asked to disembark and wait at the airport with little communication from the airline. This lack of transparency led to the chaotic scene captured in the viral video.
While the passengers expressed their frustration with the on-ground staff, several internet users pointed out that the responsibility for such delays should be directed toward upper management rather than frontline employees.
The video has sparked mixed reactions online, with some siding with the passengers’ frustration over the lack of communication, while others sympathized with the airline employees. “I feel sorry for those air hostesses! People should understand that there is nothing in their hands,” an X user said, echoing the sentiment that airline staff are often unfairly blamed for issues beyond their control.
As of now, Indigo has not issued an official statement regarding the incident.
