Actress Divya Dutta, a renowned figure in the Indian film industry, recently took to social media to express her grievances against Indigo Airlines, detailing an episode she described as a “horrendous experience.” Just a day after her birthday, Dutta was scheduled to travel from Mumbai airport on an early morning flight, only to find out that her flight had been cancelled without any prior notification. This shocking revelation came to light as she stood, bewildered, in front of the departure gate.
Early Thursday morning, Divya shared a video on her Instagram feed showing the display board at gate 53 of Mumbai airport, which still listed her flight details. The video was accompanied by a caption that read, “@indigo.6e ! Thank you for a very horrendous experience in the wee hours!! No notification of a cancelled flight..am checked in on a cancelled flight. The flight announcement reflects at the gate!” This post quickly garnered attention, highlighting a broader issue of customer service failures within the airline industry.
Dutta did not hold back in her criticism of Indigo Airlines, lambasting them for their lack of support on the ground. “No staff to assist! Huge harassment at the gate to exit and no staff from @indigo.6e @indigoairways present…and the high-handed approach to the passengers! My shoot got affected and I am terribly upset!!!” her post continued.
This incident unraveled into a larger conversation as numerous netizens flocked to the comments section of her post, sharing their own distressing experiences with the same airline. One user recounted a particularly upsetting incident involving their son. “My son was charged for a blanket when he was shivering with fever! What a crappy airline @indigo.6e,” the user wrote, adding fuel to the fire of criticism against the airline.
Another individual advised Divya to avoid flying with Indigo whenever possible, recounting their own negative experiences. “Hey Divya, just a heads up—personally, I avoid flying Indigo unless there’s absolutely no other option. I find their services lacking most of the time, and my experiences haven’t been great. If you have alternatives, I’d recommend considering them! Take care.
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The chorus of complaints extended further, with one user urging Divya to escalate the issue on Twitter, where Indigo might be forced to respond. “Put this on Twitter and they will respond immediately. They owe you a deep apology,” the comment read, highlighting the power of social media in today’s customer service landscape.
Stories of similar experiences continued to pour in, painting a grim picture of the airline’s service. Another user described how their mother faced a comparable issue in Kolkata. “My mother faced a similar issue 2 days back in Kolkata, when these guys refused to board her saying the gates are closed after a long argument with the ground staff they confirmed that the flight was delayed!! Absolutely ridiculous service and behaviour.”
Among these comments, a netizen empathized with Divya and expressed disbelief that such an incident could occur, especially so close to her birthday. “This is just not acceptable.. They owe you big time.. Especially happening on the day after your Birthday,” the comment read.
Divya’s social media post not only gave voice to her frustration but also seemed to strike a chord with many other passengers who had similar stories to tell. The mounting complaints against Indigo Airlines on social media platforms indicate a severe lapse in customer service and operational communication that needs urgent rectification.
The actress’s intent behind sharing her ordeal was not just to vent her frustration but also to bring awareness to the aviation industry’s sometimes careless attitudes towards customers. These incidents highlight the imperative need for airlines to prioritize customer communication, especially in situations where flights are delayed or cancelled. A seamless communication channel not only enhances customer experience but also prevents the cascading effects of delays on personal and professional commitments.
It remains to be seen how Indigo Airlines will respond to these public grievances. The airline industry, already under scrutiny for a variety of issues including hidden fees, overbooking problems, and in-flight service complaints, may find itself needing to take immediate action to address these concerns.
This incident underlines a significant lesson for the aviation industry on the importance of transparency, timely communication, and excellent customer service. Whether Indigo Airlines will manage to turn this influx of negative feedback into an opportunity to improve their services is something only time will tell. In the meantime, Divya Dutta’s experience serves as a cautionary tale for travelers and a wake-up call for the airline.
