Kerala airports were thrown into disarray as passengers voiced their frustration over last-minute cancellations of Air India Express flights, primarily affecting travellers bound for Gulf nations.
The protests, witnessed across multiple airports in the state, underscored mounting grievances among passengers, particularly those reliant on timely travel for work commitments. Passengers, predominantly headed to the Gulf, decried the lack of timely notification, with cancellations communicated only after they had completed security checks and were poised to board their flights. Despite Air India Express’ offer of a full refund or alternative rescheduling, discontent lingered among travellers, many facing the imminent risk of job loss or visa complications due to the disrupted travel plans. The ordeal was particularly harrowing for individuals with pressing work obligations, including one woman travelling with young children, who faced challenges in securing timely alternative arrangements. Reports emerged of passengers stranded at airports overnight without adequate assistance from the airline.
The root cause of the flight cancellations was traced to a shortage of cabin crew members, with discontent brewing among a section of staff over alleged mismanagement, exacerbated by the ongoing merger process involving AIX Connect. The absence of sufficient cabin crew led to the cancellation of numerous flights across key airports in Kerala, including Kochi, Calicut, and Kannur. While Air India Express expressed regret over the disruption and affirmed its commitment to service standards, the incident spotlighted broader concerns regarding operational efficiency and passenger welfare in the aviation sector. The episode serves as a wake-up call for airlines to address internal challenges promptly to prevent disruptions that undermine customer trust and industry reputation. The incident underscores the delicate balance between operational efficiency and passenger satisfaction in the aviation sector, urging stakeholders to prioritise proactive measures to mitigate disruptions and uphold service excellence.
