An Air India Express flight from Guwahati to Kolkata experienced an unprecedented 18-hour delay, severely disrupting the travel plans of 170 passengers. The flight, IX-1226, was initially scheduled to depart from Lokpriya Gopinath Bordoloi International Airport at 9:20 PM on Saturday. However, technical issues grounded the aircraft, leading to a series of boarding and deboarding procedures that left passengers stranded for nearly a full day.
According to airline officials, the aircraft was grounded twice due to a technical glitch. The first grounding occurred shortly after passengers boarded, resulting in a delay that extended past midnight. Around 1:30 AM, passengers were deboarded and relocated to a lounge, and later to a hotel. Some travelers reported that the hotel accommodations were substandard and lacked basic amenities such as breakfast, further adding to their frustration. The following morning, the same aircraft was prepared for departure; however, it was grounded once again due to the same technical issue. Passengers were then returned to the airport, where airline officials informed them that an alternate aircraft would be arranged. The replacement flight eventually departed at 3:34 PM on Sunday, with some passengers opting to travel via other airlines, as offered by Air India Express.
An airline spokesperson stated that the original aircraft had developed a technical problem and that an alternate plane was arranged the following day. “Guests were given recovery options including hotel stays, complimentary rescheduling, or full refunds,” the official was quoted as saying. This incident highlights ongoing concerns regarding Air India Express’s operational reliability. In recent months, the airline has faced multiple delays and cancellations attributed to technical glitches and crew rostering issues. For instance, in May 2024, several flights from Mangaluru were delayed or cancelled due to a crew rostering system issue, leaving passengers stranded and inconvenienced. Passengers affected by such delays are entitled to compensation under Indian aviation regulations.
According to the Directorate General of Civil Aviation (DGCA), passengers are eligible for a full refund or an alternate flight if their flight is delayed by more than three hours or cancelled. Additionally, airlines are required to provide meals, refreshments, and accommodation when necessary. The 18-hour delay of flight IX-1226 serves as a stark reminder of the importance of operational efficiency and customer service in the airline industry. As the aviation sector continues to recover from the challenges posed by the COVID-19 pandemic, airlines must prioritise the maintenance of their fleets and the training of their personnel to ensure the safety and satisfaction of their passengers.
While Air India Express has offered compensation options to the affected passengers, the incident underscores the need for the airline to address its operational challenges to prevent similar occurrences in the future. As the airline industry becomes increasingly competitive, maintaining a reliable and customer-friendly service will be crucial for retaining passenger trust and loyalty. In conclusion, the prolonged delay of Air India Express flight IX-1226 from Guwahati to Kolkata not only caused significant inconvenience to passengers but also highlighted broader issues within the airline’s operations. As the airline works to resolve these challenges, it must focus on improving its technical infrastructure and customer service to prevent future disruptions and maintain its reputation in the competitive aviation market.
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