The disruption originated when the scheduled service to Kathmandu encountered severe weather over the Himalayan region, rendering a landing impossible. In accordance with aviation safety protocols, the aircraft was diverted, first touching down in Varanasi and subsequently moving to Lucknow before eventually returning to Bengaluru. However, the technical necessity of the diversion did little to soothe the growing anger of those on board, who claimed the airline’s ground support was woefully inadequate during the prolonged wait. Among the stranded was a 37-member tour group from Karnataka, whose meticulously planned itinerary was upended by the delay.
Witnesses at the airport described a deteriorating atmosphere as passengers demanded accountability from airline representatives. The crux of the protest centered not just on the weather-induced delay, but on the perceived lack of basic hospitality. Passengers alleged that over the course of the 18-hour saga, the only sustenance provided by the carrier was a single packet of biscuits per person—a gesture many labeled as insulting given the duration of the crisis. As the standoff intensified within the terminal, the airline eventually mobilized a recovery flight to transport the group to their destination, though the move came only after significant pressure and public outcry.
While Air India Express maintained that the safety of the crew and passengers remained the primary driver for the diversions, the incident underscores the precarious balance between operational safety and passenger rights. The travelers have since raised formal demands for compensation, citing the lack of communication and failure to provide proper meals or accommodation during the transit. This episode serves as a stark reminder of the reputational risks airlines face when crisis management protocols fail to meet the basic expectations of a captive and exhausted audience.
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