Air India Express faced major backlash after a domestic flight from Guwahati to Kolkata suffered an 18-hour delay. Over 170 passengers endured this ordeal, which began late Saturday night. Technical faults grounded the same aircraft twice, disrupting schedules and frustrating travelers.
The flight was supposed to leave Guwahati at 9:20 PM. However, a mechanical fault stopped it minutes before takeoff. Although passengers boarded as planned, the plane never left the runway. Hours passed with no clear updates. Around 1:30 AM, officials finally allowed passengers to disembark.
Air India Express staff moved passengers to a lounge and then to a hotel. Many travelers felt unhappy with the provided arrangements. Some claimed the facilities lacked basic services. The overnight stay turned sour due to these shortcomings.
The airline prepared the same aircraft again the next morning. However, the same issue reappeared, grounding the plane once more. This second failure intensified concerns about safety and maintenance.
Later, the airline arranged a different aircraft. But the departure faced another delay. Passengers waited for hours without knowing the new schedule. Several frustrated travelers chose to rebook with other airlines.
Finally, the replacement plane took off at 3:34 PM on Sunday. This departure came almost 18 hours after the original plan. The experience left passengers mentally and physically drained.
Air India Express later announced that unresolved malfunctions caused the repeated delays. The airline offered refunds, hotel stays, and rescheduling options. But the damage to passenger trust had already occurred.
This disruption highlights critical gaps in airline readiness and passenger service. Air India Express must now improve how it handles such crises. As domestic travel demand increases, passengers expect reliable flights and clear communication.
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