It's time that one of India's largest airlines takes a hard look at the services it provides to its customers. Passengers travelling by an Indigo Bombay-Goa flight last Wednesday were in for a rude shock when they were made to wait for more than 2 hours for a 55-minute flight. For an hour they had to sit inside the aircraft without any air-conditioning and then made to wait in two airport buses while engineers fixed the technical glitch.

Indigo flight number 6E 179 was scheduled to depart at 11:20 am, but finally took off around 1:48 pm. Mark Austin, a 53-year-old British journalist currently working in Japan, who was aboard the flight, said the departure time was first changed from 11:20 am to 11:50 am on the flight information display board near the boarding gate. However, passengers started boarding the aircraft around noon.