Writer Neelesh Misra slams IndiGo for gate change chaos at Delhi airport, airline reacts

Neelesh Misra, celebrated audio storyteller and writer, lashed out at IndiGo in a post on X (formerly Twitter) for “chaos” that he endured the wrath of while boarding a Lucknow-bound flight from the Delhi airport. IndiGo apologised to Misra soon after his post went viral on May 17.

The flight was delayed, to begin with, as multiple gate change announcements made it worse for those waiting to board.

Passengers were asked to board from gate number 33 and as people rushed to the spot, IndiGo staff announced a different story. “After half an hour of lining up, they are told to ‘go back’ one floor down — it’s again gate 21,” Misra said.

It didn’t end there because as passengers reached gate 21, they were asked to board from gate 26.

“Chaos for Delhi-Lucknow passengers for @IndiGo6E 6E 2258 at Delhi Terminal 2. Flight delayed, plane load of passengers waiting, then told to rush to Gate 33, one floor above. A plane load of passengers — including senior citizens, wheelchair-bound passengers, mothers with babies — rush via stairs to Gate 33. After half an hour of lining up, they are told to ‘go back’ one floor down — it’s again Gate 21. They rush back, the entire plane load. The neon sign now has a strip running: ‘Please rush to Gate 26’,” Misra said.

Enraged about the entire episode, Misra added, “Indigo’s tales of arrogance and lack of empathy abound, especially after they became number 1. If there were options available, I would never fly them.”

See Neelesh Misra’s post here:

In their apology post, IndiGo said, “Mr Misra, thank you for taking the time to speak with us. We truly understand the importance of being on-time and we always strive to provide a smooth boarding experience to our customers.”

The airline attempted to offer an explanation by adding, “We sincerely apologise for the delay and inconvenience caused by the multiple gate changes, which was done to ensure a quick departure. Additionally, the updated departure information was communicated through timely announcements. We wish you a pleasant time in the air and look forward to providing you with a better experience in the future.”

Misra, however, wasn't convinced by IndiGo's response.

In the comments section of Misra’s post, meanwhile, several users shared similar experiences, with many saying that they will refrain from travelling with IndiGo henceforth.

“Thanks for your post. I had a similar experience in my last trip. Supposed to book another flight with IndiGo but after reading your post, will definitely book other airline for sure. Will avoid IndiGo any day,” a user said.

Another comment reads, “It is utter arrogance! I had a similar episode earlier this year. They kept people waiting in a queue without informing about the delay. When I complained, there was no resolution. It is sad to see utter apathy and abdication of responsibilities.”

Neelesh Misra is also a journalist, scriptwriter and lyricist. He is also the founder of The Slow Movement and is popular for his show on YouTube - The Slow Interview.