Frustrated passengers took to social media to highlight what they described as inadequate support from the airline during the ordeal, reports India Today.
The flight was originally scheduled to depart on the night of Nov 16. However, Air India delayed the departure by six hours, citing a technical fault.
The situation deteriorated when passengers, who had been waiting at the airport for hours, boarded the plane only to be deboarded an hour later after the flight was abruptly cancelled.
Air India has expressed regret over the incident, stating that ground staff provided assistance, including hotel accommodations, meals, alternative flights, and options for refunds or complimentary rescheduling.
"While our staff on the ground made an effort to minimise their inconvenience, providing all on-ground assistance including hotel accommodation and meals, some of the guests were also reaccommodated on alternatively available flights. Passengers were also offered options for full refunds on cancellation and complimentary rescheduling. At Air India, the safety and security of our passengers and crew is top priority,” the airline said in a statement.
Despite the assurances, passengers reported a chaotic experience. Social media posts described sparse and unsatisfactory updates from airline representatives. Several passengers shared their frustrations on X (formerly Twitter), tagging Air India and demanding answers, with many claiming they received little to no meaningful response.
The saga worsened when passengers were informed that the same aircraft had been repaired and was ready to operate. After a two-day delay, the flight finally took off ‒ only to return to Phuket two-and-a-half hours later due to another technical fault, leaving passengers stranded once again.
One passenger described the experience as “mentally and physically exhausting”, while another accused the airline of failing to communicate a clear plan. Reports from passengers suggested confusion and delays in being provided hotel accommodations and meals, despite Air India’s claims of on-ground support.
As the airline works to resolve the issue, stranded passengers continue to share their ordeal, calling for accountability and better management of such incidents.