While flyers in utter despair over cancellations and delays, sources say mess could continue for week, with not even airline officials certain when normalcy will return
Karishma Sharma, Chandigarh resident dealing with medical emergency in family
Anger and frustration reigned supreme at Chhatrapati Shivaji Maharaj International Airport (CSMIA) as the IndiGo crisis entered its third day. Weary fliers, some of whom had been standing at the airline’s counter outside Terminal 1 for more than 24 hours, expressed feelings of abject helplessness amid cancellations and delays, which are likely to persist for a week.
Though IndiGo did not issue a statement mentioning the exact reason for the situation, mid-day’s sources say it is a consequence of the Flight Duty Time Limitations implemented by the Directorate General of Civil Aviation on November 1 and stated that even the airline’s officials are unsure when the matter will be resolved.
A flyer has a heated exchange with a staffer at the IndiGo counter outside Terminal 1 of Chhatrapati Shivaji Maharaj International Airport on Thursday. Pics/Madhulika Ram Kavattur
The new rules increase the weekly rest period for pilots from 36 hours to 48 hours and limit landings at night from six to two, impacting the crew rostering of the airline, which accounts for almost 65 per cent of India’s domestic aviation market.
Passengers in a fix
The IndiGo crew have been facing severe backlash from passengers, with sources inside the airport telling mid-day that some fliers have been getting physically aggressive.
A flier has a moment of despair
Sayantani Sarkar, who was standing at T1, told mid-day, “My relative needs to reach Hyderabad urgently because of a legal obligation. IndiGo first cancelled our flight on the night of Wednesday, December 3, and rebooked us a flight for the 4th. Now they have cancelled that flight as well. When I asked them about the possibility of an alternative flight, the crew member at the counter replied rudely.”
Sarkar and the crew member were seen arguing loudly, with the crew calling the airport security to handle the situation. Both sides alleged that the other one spoke improperly with them.
Wounded emotions
The busy IndiGo counter outside Terminal 1 of CSMT Airport on Thursday. Pics/Madhulika Ram Kavattur
Not all passengers had screaming matches with the crew; many silently fought back tears. Chandigarh resident Karishma Sharma, her husband Ravi, and their toddler had come to Mumbai for an important meeting.
However, after receiving the news that Karishma’s mother’s health had taken a turn for the worse, the Sharmas tried to rush back home. “Our flight had been cancelled, and we only got to know about this when we reached the airport. We were first sent a message about a delay, which we were okay with. After we checked in online, reached the airport, and talked to the desk staff, the final blow was dealt.”
Karina Ostwal, flier who was due to be engaged on Friday
Ravi added, “If we want, we can start screaming and make a scene, but this wouldn’t be to anyone’s benefit. The airline is unable to help us. With every passing hour, new levels of chaos are being reached.”
Raised fares
Pramod Vishwakumar, who had to travel to Udaipur with his wife due to a personal emergency, paid Rs 22,000 for two round-trip tickets. He said, “They haven’t told me that my flight was cancelled or delayed, but neither are they confident that the flight will not be delayed or cancelled. We are in a very peculiar state, where we can’t be angry, nor can we be relieved.”
Sayantani Sarkar, relative of flier
Official Speak
mid-day contacted IndiGo, but received no reply by press time. While the official number of cancelled flights has not been released, 80-plus flights have certainly been affected.
Flight cancelled?
Pic/Istock
1 Airlines are required to refund tickets in case one is unwilling to travel on their alternate or the subsequent flight or on another airline’s flight.
2 Airlines are bound to provide fliers with alternate travel opportunities at no additional cost, if they so desire.
3 You will not be entitled to any compensation in case you don’t accept alternate travel arrangements offered by the airline or when the cancellation occurs due to extraordinary circumstances beyond the control of the airline
4 If you have already reported at the airport to undertake journey on original flight and are waiting for the alternate flight, the airline is bound to provide you meals and refresh-ments.
What airlines owe you for this mess
For delays under 24 hours, passengers are entitled to meals and refreshments at airports.
For delays over 24 hours, passengers are entitled to hotel accommodations with transfers.
These are only applicable in conditions that are not caused due to extraordinary circumstances.
118 flights
Cancelled in Mumbai on December 4. Sources said this was because of operational reasons
Dec 2
Day crisis began
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