Mumbai: Passengers of Dubai-bound flight demand refund from Air India Express for harassment

Angry passengers surround an Air India Express official and CISF personnel at T2 on Thursday. Pic/Nimesh Dave

Around 180 passengers were left stranded at the city's international airport after an Air India Express flight to Dubai was delayed for over 12 hours, on Thursday. The passengers claimed that despite their repeated queries, the staff had no answers for the delay. Also, there was no proper food or accommodation arranged for the aggrieved passengers. Some senior citizens who were on medication and had checked in their baggage with their regular dosages, were not provided with any alternatives, passengers claimed.

The passengers had reached the airport at 11 am, four hours ahead of departure, for their flight to Dubai, aboard Air India Express IX-247. They said that officials of the Air India Express told them that they would be given access to a lounge, but it never happened.

The Halanis from Mira Road said they need their medicines, but they are in checked-in baggage

"I left home at 9 am and reached the airport at 11 am, as the airline had explicitly told us to reach four hours ahead of take-off, as it was an international flight. Originally, the flight was to take off at 3.10 pm," Tanushree Roy, a resident of Vasai, told mid-day. "Air India Express officials informed us that the flight was delayed due to some technical issue and that it would depart at 4 pm. However, it got delayed further and we got an updated departure time of 7.30 pm. At 8 pm, they told us that the flight would now depart at 4 am on Friday," the 31-year-old baker added.

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"My husband has already reached Dubai and is waiting for me for the trip ahead. We had made our hotel and other travel bookings. But, now, an entire day of our trip will be wasted because of the delay. Air India Express should give us a refund for the flight ticket and all the expenses due to the delay. Right now, no one is taking any responsibility and Air India Express officials are not giving us any answers. This is not acceptable. They have spoiled our vacation," Roy said.

A couple, Sachin Shah, 53, and his wife Rupal Shah, resident of Peddar Road, also complained about wasting money on one-day stay and travel in Dubai. "This is our first international tour, and one entire day of our vacation has been wasted. We are Jain and the airline has not arranged Jain food for us. They informed us now that the flight will depart at 4 am, but they have not arranged a stay for us. We will never book a flight on Air India Express."

Angry passengers demand answers from the airline, at Mumbai international airport, on Thursday. Pics/Nimesh Dave

Almin Halani, 32, who lives in Mira Road and works in a finance company, is travelling with his wife and parents--mother Mumtaz Halani, 60, father Firoz Halani, 60,-- and uncle Shaukat Halani, 60, said. "My parents and my uncle are senior citizens and their medicines are in the check-in luggage. My wife has already reached Dubai on another flight and she is alone there. Our hotel, transfer and entire journey is booked. The airline has not given us either lounge access or any other accommodation. Where will my elderly parents sleep?"

Speaking with mid-day, Air India Express spokesperson said, "The flight was delayed due to technical issues. There are 176 passengers who booked this flight. We are providing snacks and food to all passengers. Around 50 passengers, including a child and a woman, were provided access to the lounge. We have also assigned an assistant for the help of passengers. We spoke to the airport authority, but airport rooms are currently not available. We are trying our best. We have also informed the passengers that if they want to eat from any restaurant at the airport, they can submit the bill and we will issue a refund. Finally, the flight will depart at 4 am on Friday." When asked about the medicines, he said, "If anyone wants medicine from their checked-in baggage, we will arrange it for them." "In the evening, they were telling those who raised a ruckus that they could go to the food court and submit food bills for a refund. Most other passengers started getting food at night," said a passenger, requesting anonymity.

DGCA rules say
According to the DGCA rules, passengers are entitled to free meal and refreshments if the flight is delayed by two hours.

04 am
Time of the updated departure [on Friday] that was given to passengers at 8 pm