400 IndiGo Passengers Stranded in Istanbul Without Food or Accommodation
Around 400 passengers traveling with IndiGo were left stranded at Istanbul Airport for over 24 hours, facing a lack of food, accommodation, and communication from the airline. The passengers, scheduled to travel between New Delhi, Mumbai, and Turkey, expressed frustration over the airline’s “blatant failure of basic customer service.”
Hey @IndiGo6E , your handling of flight 6E0018 from Istanbul to Mumbai on Dec 12 has been a disaster. Scheduled to depart at 8:15 PM, it was delayed to 11 PM on the same day. Fine, we waited. Then it was shockingly pushed to 10 AM the next day. What’s going on?
— Parshwa Mehta (@parshwa_1995) December 12, 2024
@IndiGo6E ,After months of saving to book a flight home to India, I’m now stranded in Istanbul, exhausted and sick, thanks to your delays and cancellations!
Delayed TWICE by an hour, CANCELLED with no notice RESCHEDULED 12 hrs later, NO DETAILS or final confirmation!
— Anushri Bhansali (@BhansaliAnushri) December 13, 2024
Passenger Accounts of the Ordeal
Passengers took to social media platforms such as X (formerly Twitter) and LinkedIn to voice their grievances. Anushri Bhansali, one of the stranded travelers, recounted her experience, stating that the flight was delayed twice by an hour, subsequently canceled without notice, and rescheduled 12 hours later.
Another passenger, Rohan Raja, highlighted the difficulties faced by travelers amid Istanbul’s chilly weather. He noted that the 6:40 am flight from Delhi was canceled, leaving passengers to struggle without transportation to the accommodations that were allegedly arranged.
Delayed Flights and Inadequate Compensation
Scheduled to travel to Mumbai’s Chhatrapati Shivaji International Airport, passenger Parshwa Mehta shared that his flight, originally scheduled for 8:15 pm, was delayed to 11 pm and then postponed again to 10 am the following day.
Mr. Mehta criticized the lack of communication from IndiGo, noting that updates were received from the Turkish Airlines crew instead of IndiGo representatives.
He further lamented the absence of alternative flight options, proper facilities, or plans for reparations.
Passengers have called on IndiGo to take accountability for the situation. Mr. Mehta emphasized the need for an apology and fair compensation for all affected travelers, highlighting the airline’s failure to manage the crisis.
IndiGo’s Response
IndiGo, responding to a passenger’s query on social media, attributed the delays to operational reasons. However, this explanation did little to placate stranded passengers who were left without adequate support during the ordeal.
The incident adds to growing concerns about the airline’s service quality. According to the 2024 AirHelp Score report, IndiGo was ranked 103rd among 109 airlines analyzed globally, placing it among the worst performers. The same report ranked Air India 61st and AirAsia 94th.
The Istanbul incident underscores the pressing need for improved customer service and crisis management by airlines. Passengers have emphasized that airlines must ensure timely communication, proper facilities, and accountability in cases of delays or cancellations.
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