On January 28, 2025, IndiGo Airlines faced two separate incidents drawing sharp public scrutiny over the airline's handling of safety and customer service procedures. The first incident involved prominent actress Lakshmi Manchu, who took to Twitter to express her frustration over what she described as "harassment" by the airline's staff during airport security checks. The second incident involved passenger Siraj Kidwai, who, before the takeoff of Flight 6E 6033 from Jodhpur to Bengaluru, opened the emergency exit flap, leading to his arrest and creating panic among fellow travelers.
Actress Lakshmi Manchu, daughter of renowned actor Mohan Babu, shared her ordeal with her followers on social media. She alleged rudeness and uncooperative behavior from the IndiGo staff during the security screening of her bag. "My bag was pulled aside by @IndiGo6E, and they won’t let me open it. They insist on doing it themselves, or else my bag will be left in Goa. Someone help! Flight 6E585. This is ridiculous, and the staff is being extremely rude," she posted on Twitter.
Frustration mounted as Lakshmi continued to detail her experience. She expressed discontent not only over the handling of her bag but also over the lack of transparency during the security process. "This is harassment @IndiGo6E. Even after all this, they didn’t put a security tag on my bag in front of me. I doubt Indigo will take responsibility if anything is missing. How is this acceptable for an airline?" she tweeted, urging the airline to reassess its protocols and hold its staff accountable.
Responses to Lakshmi's tweets highlighted broader public concerns about passenger experience and service standards within the aviation industry. Many users expressed support for her complaints and called for initiatives to raise service quality across airlines. Lakshmi Manchu is not only famed for her acting but also her vocal stance on social issues, which adds weight to her criticisms of IndiGo Airlines.
On the same day, another serious incident unfolded on IndiGo Flight 6E 6033, as passenger Siraj Kidwai opened the emergency exit flap moments before the aircraft was set to depart. This reckless action resulted in heightened alertness among the crew and passengers, with standard safety protocols being activated immediately. The flight, which was slated to take off at 10:10 AM, experienced delays due to this unexpected disruption.
Upon the emergency exit being unlatched, the cockpit was alerted. Security officials swiftly intervened, removing Kidwai from the flight before responding quickly to restore calm. IndiGo Airlines confirmed the incident shortly thereafter, stating, "During the pre-departure safety briefing for flight 6E 6033 from Jodhpur to Bengaluru, a passenger opened the emergency exit flap. Our crew immediately followed standard procedures, and the individual was disembarked and handed over to law enforcement authorities for future investigation." This quick response reassured many passengers who were understandably apprehensive after the occurrence.
The disturbance led to approximately 20 minutes of delay before the flight could continue its departure, prompting passengers to voice their concerns about airline safety measures. Given the nature of the incident, it also raised questions around the training provided to airline staff for managing such situations effectively.
These intertwined incidents have initiated discussions within the community about the need for enhanced safety protocols and improved customer service practices across the aviation sector. While IndiGo Airlines reiterated its commitment to passenger safety, many are left pondering how similar events might be prevented in the future.
Overall, these occurrences serve as reminders of the challenges airlines face within the sphere of customer service and safety protocols. IndiGo Airlines is now positioned to examine its operational practices closely, particularly how it manages not just emergencies but the flow of interactions between staff and passengers. Improvement could not only help avert potential safety issues but also restore faith among its customers, ensuring they feel respected and secure throughout their travel experience.