Dubai flight delay sparks outrage: Air India Express denies technical faults

Dubai: Air India Express has clarified that the extended delay of flight IX196 from Dubai to Jaipur was not due to any technical malfunction, but a result of air traffic control (ATC) congestion caused by the closure of certain airspaces. The airline issued a statement after several passengers complained of being stuck onboard in uncomfortable conditions for hours.

A spokesperson told Gulf News that contrary to social media claims, passengers were not confined inside the aircraft for five hours. “Boarding began at 22:44, and the aircraft was off-chocks at 00:09 (+1). This means guests were on board for approximately one hour and 25 minutes,” the spokesperson clarified.

The clarification came after a video posted by Instagram user and dietician Aarzo Sethi went viral, showing visibly distressed passengers — including elderly and children — fanning themselves and pressing call bells repeatedly. Sethi criticised the cabin crew for inadequate communication and support during the delay.

In response, the airline acknowledged the discomfort but said steps had been taken to assist passengers.

“Guests were notified well in advance of the revised departure time via WhatsApp and email, allowing them to plan their airport arrival accordingly,” the spokesperson said. Food and refreshments were also provided at the terminal during the wait.

The airline emphasised that the air conditioning system was functioning normally. However, it explained that prolonged time on the ground with aircraft doors open — particularly in Dubai’s hot summer — can reduce the cooling effect. “The cooling may not feel optimal until after takeoff,” the spokesperson said, adding that cabin crew followed all standard procedures and responded to guest requests after takeoff.

“We regret the inconvenience caused due to factors beyond our control and appreciate the understanding of our guests,” the spokesperson said.

Despite the airline’s explanation, the incident has sparked backlash online, with some users branding Air India Express as “irresponsible.”
The timing has intensified criticism of the airline, which is already under scrutiny following the fatal AI-171 crash near London — India’s deadliest aviation disaster to date.

Additional concerns were raised after reports indicated that some elderly passengers experienced health issues during the delay and that water supplies onboard were insufficient.

In a separate development, Air India Express confirmed that a flight from Kolkata to Hindon Airport in Ghaziabad was delayed due to a technical issue. This coincides with ongoing safety checks ordered by India’s Directorate General of Civil Aviation (DGCA) on Air India’s Boeing 787 Dreamliner fleet, following the AI-171 crash.

Passengers and aviation safety advocates continue to demand greater transparency and accountability from both the airline and regulators. So far, Air India Express has not issued a detailed public explanation beyond its initial clarification.