‘No AC, no water, no help’: Air India Express Dubai flight delayed, passengers fume

Dubai: Passengers on Air India Express flight IX196 from Dubai to Jaipur claim they were stuck inside the plane for five hours without air-conditioning amid intense heat.

Videos shared on social media showed passengers, including elderly and children, sweating heavily and uncomfortable. Passengers claim they pressed call bells and used safety cards to fan themselves as the crew provided no communication or assistance.

In a statement issued to Gulf News, the airline said the passengers were on board for around one hour and 25 minutes, and not five hours.

"Boarding commenced at 22:44, and the flight was off-chocks at 00:09," the statement said.

The airline also added that the guests had been informed of the revised departure time well in advance via "phone and email, helping them plan their airport arrival accordingly".

Passenger shares distressing experience

Aarzo Sethi, a dietician popular on Instagram, shared a video of her experience on the flight. It begins with her criticising the crew for ignoring passengers, then shows her son and others sweating profusely inside the plane.

As the video progresses, passengers are seen using safety instruction cards to fan themselves, while many repeatedly press their call bells. “It’s 12:30 AM and there’s no accountability. Just look at this situation,” Sethi says in the clip.

"The aircraft’s air conditioning was functioning normally. However, during extended ground time with the aircraft doors open, especially in Dubai’s hot weather, the cooling effect may not have been optimal," the airline's statement said.

Sethi's video sparked widespread criticism online, with some calling for a boycott of Air India and others debating the issue.

Netizens demand Air India boycott

Meanwhile, social media erupted with criticism. Many users called the airline “irresponsible” and demanded a boycott, raising concerns over service standards since the Tata Group’s takeover.

However, while some applauded Sethi for sharing the ordeal, others accused her of seeking publicity.

The backlash comes as Air India faces heightened scrutiny following the fatal crash of AI-171 near London — India’s worst aviation disaster — where investigators are probing possible foul play and incomplete thrust during takeoff.

Frustrated passengers have called for accountability from Air India Express and the Directorate General of Civil Aviation (DGCA). The airline has yet to issue a public statement.

Ongoing fleet safety checks after crash

Separately, Air India Express confirmed a delay on a Kolkata-to-Hindon flight due to a technical snag. This comes amid DGCA-mandated safety inspections on Air India’s Boeing 787 Dreamliner fleet after the deadly crash of AI-171 in Ahmedabad, India’s deadliest civil aviation disaster.

Nine of 33 aircraft have been inspected, with the remainder scheduled for checks before resuming flights. The inspections may cause further delays, with passengers offered rescheduling or refunds.