A Delhi-based doctor, Dr. Suvrankar Datta, has shared his alarming experience with IndiGo on social media, accusing the airline’s crew of poor service and negligence, which escalated his medical condition during a flight from Bengaluru to Delhi. The former radiologist at AIIMS Delhi criticized the airline’s failure to deliver his pre-booked meal on time and the crew’s disregard for his emergency call light, which he claims could have resulted in a life-threatening situation.
Pre-Booked Meal Disappointment
Dr. Datta, who has pre-diabetic tendencies and is prone to hypoglycemia, relies on timely meals during his flights to manage his health. Understanding the risks of skipping meals, he pre-booked a sandwich for his flight. However, upon boarding the Bengaluru to Delhi flight, the doctor was informed by a crew member that there was a delay in serving his meal. While initially patient, Dr. Datta soon grew increasingly agitated as his meal was continually delayed.
The flight took off around 3:30 p.m., and by 4:00 p.m., Dr. Datta was growing jittery due to low blood sugar levels. Despite multiple requests, the crew failed to serve him his meal. In fact, he even switched on the emergency call light in desperation, but to his surprise, the crew ignored it. A fellow passenger, noticing his distress, offered her own sandwich to help alleviate his symptoms.
A Growing Health Concern
As the flight neared its descent into Delhi, Dr. Datta’s frustration reached its peak. He had waited for over two hours without receiving his pre-booked meal. He then raised his concerns directly to the crew, highlighting the importance of timely meals for his medical condition. At long last, the meal was served—at 5:40 p.m., long after the flight had started its descent. Unfortunately, the meal came with a wrong beverage—a black coffee instead of the black tea he had ordered.
By this time, Dr. Datta was so hypoglycemic that he lacked the energy to argue. “I didn’t even have the strength to protest,” he noted. He was appalled not only by the meal delay but by the fact that his emergency light went unanswered for nearly 30 minutes. He pointed out the serious implications of such negligence, especially if he had been facing a real medical emergency.
Flight Safety at Risk?
Dr. Datta was shocked by the lack of response from the crew when he activated his emergency light. He raised the crucial question, “What if this had been a true medical emergency?” With an empty seat next to him and no immediate assistance from the crew, the situation could have been far more critical. He noted that he had documented all interactions with timestamps, signaling his intent to escalate the matter to the National Consumer Forum.
The doctor expressed his frustration over the crew’s unprofessional attitude and lack of basic medical awareness. He stated that he would “never fly IndiGo again” due to this deeply troubling experience.
IndiGo’s Response
In response to Dr. Datta’s complaints, IndiGo issued an apology via social media. The airline acknowledged the delay in serving his pre-booked meal and apologized for the inconvenience caused. IndiGo assured Dr. Datta that they take customer feedback seriously and are committed to improving their services. “We truly appreciate your patience and look forward to the opportunity of serving you on your next journey,” the airline stated.
While the apology was issued, the incident has raised concerns about IndiGo’s service quality and the handling of passengers’ health needs. This issue, particularly involving medical emergencies and the need for timely meal service, brings to light the importance of airlines ensuring the safety and comfort of all passengers.
Conclusion
This incident serves as a stark reminder of the crucial role that airlines play in safeguarding passenger welfare. Delays, negligence, and lack of basic customer service not only lead to dissatisfaction but can have severe consequences, especially for passengers with medical conditions. As Dr. Datta’s experience shows, timely and responsive service is essential in preventing such avoidable health risks. It is now up to IndiGo to address these concerns and improve its in-flight services to restore passenger trust.
