AIIMS doctor slams IndiGo for negligence after mid-flight medical distress
PTC Web Desk: A Delhi-based doctor has accused IndiGo Airlines of negligence and unprofessionalism after facing a distressing experience on a recent Bangalore-Delhi flight. Dr Suvrankar Datta, a radiologist at AIIMS, took to social media to describe his ordeal, alleging that IndiGo's failure to provide his pre-booked meal on time left him struggling with hypoglycemia mid-flight.
Dr Datta, who has borderline high sugar levels, had pre-booked a sandwich to manage his condition. However, he claimed that despite multiple reminders, the airline failed to serve him the meal on time, leading to a severe drop in his blood sugar levels.
Dr Datta, thank you for taking the time to speak with us and allowing us to address the matter. We sincerely apologise for the delay in serving your pre-booked meal and the inconvenience this caused. At IndiGo, we are committed to understanding (1/2) — IndiGo (@IndiGo6E) February 3, 2025
Dr Datta, thank you for taking the time to speak with us and allowing us to address the matter. We sincerely apologise for the delay in serving your pre-booked meal and the inconvenience this caused. At IndiGo, we are committed to understanding (1/2) — IndiGo (@IndiGo6E) February 3, 2025
The flight took off at 3. 30 pm, and shortly after, the meal service began. When the crew reached his seat, they informed him that his pre-booked meal might be delayed due to an issue at Bangalore airport. Initially patient, Dr Datta waited, expecting the situation to be resolved quickly.
However, after 30 minutes with no update, he followed up with the crew, only to be told that another attendant would assist him. Yet, no one came forward. As time passed, he began experiencing symptoms of hypoglycemia—irritability, jitters, and fatigue—while the flight attendants continued to ignore his requests.
By 4 pm, a fellow passenger noticed his distress and offered him her sandwich. However, Dr Datta, already frustrated, pressed the emergency call button, hoping for immediate assistance. Shockingly, no crew members responded for nearly 30 minutes.
His frustration peaked when the captain announced that the flight was nearing Delhi, and he had still not received his meal. "What if this neglect had put someone in a real medical emergency in danger?" he questioned in his post on X (formerly Twitter).
It was only around 5.40 pm—more than two hours after takeoff—that the crew finally approached him with his meal. He reminded them of his pre-diabetic condition and stressed the importance of receiving his meal on time. However, to add to his frustration, instead of the black tea (without sugar) he had requested, the crew handed him black coffee.
"By that time, I was so hypoglycemic that I did not even have the energy or strength to argue!" he wrote.
Dr Datta was particularly enraged by how IndiGo’s crew disregarded his emergency call. He questioned the airline’s ability to handle a real medical crisis mid-flight and criticized the airline for its lack of professionalism and customer service.
In his post, he revealed that he had recorded all conversations with timestamps and was prepared to escalate the matter to the National Consumer Disputes Redressal Commission (NCDRC). He also urged other passengers who had faced similar issues to reach out to him, hinting at possible legal action to push IndiGo towards improving its services.
"We are not flying for free! We pay for our tickets and services. IndiGo's crew displayed an appalling level of unprofessionalism and arrogance," he wrote.
IndiGo responds
Following his viral post, IndiGo issued an official statement apologising for the incident.
“We sincerely apologise for the delay in serving your pre-booked meal and the inconvenience this caused. At IndiGo, we are committed to understanding and prioritising our customers' needs and comfort. Please be assured that we take your feedback seriously and have taken the necessary steps to prevent a recurrence,” the airline stated.
- With inputs from agencies