An IndiGo flight from Pune to Bengaluru faced a significant delay of five hours after the pilot refused to fly due to the expiration of his duty hours, sparking outrage among passengers. The incident, which occurred on September 24, 2024, quickly became a trending topic on social media after frustrated passengers shared videos showing their confrontation with the IndiGo crew.
In one viral video, passengers can be seen asking the pilot to step out and explain the situation. The pilot, however, responded by closing the cockpit door, leaving many passengers agitated. One woman can be heard saying, “So this is how they close the door because they have no answer.”
Ayush Kumar, one of the passengers, expressed his frustration online, posting, “IndiGo flight 6E from Pune to Bengaluru delayed for 5 hours after the pilot refused to take off due to his work hours ending. Passengers were left stranded with no refreshments, no compensation. Absolute disregard for customer service. How can this be allowed?”
In response to the uproar, IndiGo issued a statement explaining that the delay was caused by “operational reasons related to flight duty time limitations.” The airline clarified that the crew’s working hours are strictly regulated to ensure safety and that passengers were informed of the situation throughout. “We apologise for any inconvenience caused,” the airline added.
An aviation expert, Sanjay Lazar, also weighed in on the situation, defending the pilot’s decision. He emphasized that crew duty hours are globally regulated, and exceeding these limits could lead to penalties or even invalidate flight insurance. Lazar stressed, “In the interests of flight safety, the pilot knows what he is doing, please let him be. He didn’t cause the delay.”
This incident has reignited conversations around aviation safety standards, customer service, and communication between airlines and passengers. While some have criticised IndiGo for poor management, others have highlighted the importance of adhering to safety regulations, even if it inconveniences passengers.
As airlines continue to recover from the pandemic and deal with operational challenges, maintaining a balance between safety and customer satisfaction remains a key issue for the aviation industry.
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