IndiGo fliers say they're stranded in Istanbul without food, Airline responds

Around 400 passengers traveling on IndiGo flights from Istanbul to New Delhi and Mumbai were stranded at Istanbul Airport for over 24 hours, following operational delays. The disruptions began with flight 6E12, originally scheduled to depart from Istanbul to Delhi on December 11 at 8:15 PM local time. However, due to operational reasons, the flight was delayed, and it eventually departed the following afternoon, causing a ripple effect on subsequent flights.

IndiGo operates two Boeing 777 aircraft for its Istanbul-India route, and the delay in the Istanbul-Delhi flight occurred because the same aircraft was scheduled to operate other flights, leading to further delays. This led to multiple cancellations and delays for other flights between Istanbul and India, including the 6E0018 flight to Mumbai, which was originally scheduled for 8:15 PM and delayed to 11:00 PM, before being rescheduled to 10:00 AM the following day.

Passengers reported that the airline did not provide clear communication regarding the delays, with many learning about the changes from Turkish Airlines staff, as no IndiGo representatives were present at the gates. Additionally, there were no formal announcements regarding the new flight schedules, creating confusion and frustration among passengers. Passengers also noted the lack of accommodation and meal vouchers, which left many without basic support at the airport. Those with valid Turkish visas were reportedly given accommodation, while others were left waiting at the airport for the duration of the delay.

The airline made arrangements for affected passengers by providing lounge access at the airport. However, reports indicated that the lounges were overcrowded, and many passengers had to wait without sufficient seating or other amenities. Some passengers complained of poor health during the wait, citing exhaustion and lack of proper care from the airline. In one case, a passenger reported feeling unwell with a fever but stated that no support or assistance was offered by IndiGo staff.

In response to the situation, IndiGo issued an apology, emphasizing that customer convenience is a top priority. The airline stated that its teams were available at all contact points to assist stranded passengers. IndiGo assured that arrangements were being made to address the operational delays and to accommodate passengers in the best possible manner. However, many passengers remained dissatisfied, criticizing the airline’s handling of the delays, lack of communication, and failure to offer adequate compensation.

This incident follows a series of operational challenges for IndiGo. The airline was ranked 103rd out of 109 in the 2024 AirHelp Score, a global report assessing airlines based on factors like customer satisfaction, punctuality, and compensation. IndiGo has previously faced criticism for delays and inadequate customer service, and this latest disruption has raised further concerns about its operational management and communication practices. Despite these challenges, IndiGo continues to maintain that it is working on improving its service quality and addressing the concerns of affected passengers.