Mumbai: Passengers demand refund from Air India Express for harassment

Around 180 passengers were left stranded at the cityrsquos 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 claimedThe passengers had reached the airport at 11 am four hours ahead of departure for their flight to Dubai aboard Air India Express IX247 They said that officials of the Air India Express told them that they would be given access to a lounge but it never happenedThe Halanis from Mira Road said they need their medicines but they are in checkedin baggageldquoI 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 takeoff as it was an international flight Originally the flight was to take off at 310 pmrdquo Tanushree Roy a resident of Vasai told midday ldquoAir 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 730 pm At 8 pm they told us that the flight would now depart at 4 am on Fridayrdquo the 31yearold baker addedAlso Read Vande Bharat not terribly fast but it offers comfortldquoMy 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 vacationrdquo Roy saidA couple Sachin Shah 53 and his wife Rupal Shah resident of Peddar Road also complained about wasting money on oneday stay and travel in Dubai ldquoThis 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 ExpressrdquoAngry passengers demand answers from the airline at Mumbai international airport on Thursday PicsNimesh DaveAlmin Halani 32 who lives in Mira Road and works in a finance company is travelling with his wife and parentsmother Mumtaz Halani 60 father Firoz Halani 60 and uncle Shaukat Halani 60 said ldquoMy parents and my uncle are senior citizens and their medicines are in the checkin 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 sleeprdquoSpeaking with midday Air India Express spokesperson said ldquoThe 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 Fridayrdquo When asked about the medicines he said ldquoIf anyone wants medicine from their checkedin baggage we will arrange it for themrdquo ldquoIn 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 nightrdquo said a passenger requesting anonymityDGCA rules sayAccording to the DGCA rules passengers are entitled to free meal and refreshments if the flight is delayed by two hours04 amTime of the updated departure on Friday that was given to passengers at 8 pm