Sunday, June 15, 2025
An Air India Express flight meant to travel from Guwahati to Kolkata turned into an 18-hour travel ordeal for over 170 passengers after the aircraft encountered repeated technical problems. The delay—marked by long onboard wait times, unsatisfactory accommodations, and recurring mechanical faults—has once again raised questions about airline readiness and passenger care protocols during disruptions.
The flight, which was initially set to take off at 9:20 PM on a Saturday evening from Lokpriya Gopinath Bordoloi International Airport, never made its scheduled journey. Technical trouble grounded the aircraft shortly before departure. While passengers boarded as expected, the plane remained on the tarmac far past midnight, with no clear indication of takeoff. Only around 1:30 AM were the travelers finally allowed to disembark.
What followed added to the frustration. The passengers were first moved to an airport lounge and then transferred to a nearby hotel. However, several of them reportedly found the facilities lacking in comfort and basic services, with some alleging that even breakfast was not provided. These shortcomings fueled growing dissatisfaction, particularly given the extended duration of the disruption.
The next morning brought hope of departure when the same aircraft was once again prepared for the journey. Unfortunately, the optimism was short-lived. The technical issue that halted the previous night’s departure resurfaced, forcing the flight to be grounded again. This marked the second mechanical failure within a 12-hour span, further prolonging the delay and undermining confidence in the aircraft’s airworthiness.
Passengers were brought back to the airport amid rising concerns and a sense of fatigue. Airline staff informed them that a new aircraft would be arranged to complete the trip, but exact timelines remained unclear for hours. Some passengers opted to rebook with other carriers, taking advantage of alternate arrangements provided by the airline.
Eventually, a substitute aircraft was secured and the delayed flight took off at 3:34 PM on Sunday—nearly 18 hours after the original scheduled departure. For many, it was the conclusion of a frustrating journey filled with confusion, delay, and poor communication.
The airline later confirmed that the initial aircraft was grounded due to unresolved technical malfunctions, and a replacement was brought in the following day to ensure safe travel. In response to the disruption, the airline offered several compensation and recovery options. Affected passengers were provided hotel accommodations, flexible rescheduling options at no additional cost, and full refunds for those who no longer wished to travel.
This prolonged disruption has sparked wider concerns about maintenance standards, crisis handling, and the quality of care offered to passengers during irregular operations. Many travelers took to social media to share their experiences, highlighting inadequate communication, lack of amenities, and the mental toll of such extended delays.
Incidents like these underscore the importance of robust operational safeguards and real-time communication during service disruptions. While technical issues are not uncommon in aviation, the manner in which they are handled can significantly impact customer satisfaction and trust. Airlines are under increasing pressure to provide not just punctual service, but also comfort, transparency, and support when things go wrong.
As travel demand surges once again, particularly on domestic routes, airline operators must place stronger emphasis on preventative maintenance, real-time customer updates, and higher standards in disruption management. Delays stretching into double digits—especially involving repeated aircraft failures—are becoming increasingly intolerable to passengers who expect higher levels of safety, reliability, and service recovery.
