Dubai Flight Detour: Twice to Bengaluru

Chaos Onboard: From Dubai to Mangaluru Twice via Bengaluru

Flying, especially over long distances, can be exhausting, particularly for families, passengers with young children, or the elderly. When unforeseen events, like a change in flight route, occur, the situation can quickly devolve into chaos. This happened on September 27 on the Air India Express IX-814 flight, which was meant to travel from Dubai to Mangaluru, but landed at Bengaluru airport for the second time in two weeks.

Passengers were perplexed by the situation

The incident on September 27 took many by surprise. Several passengers reported that the flight departed Dubai as scheduled, only to land at the Kempegowda International Airport in Bengaluru instead of the intended stop in Mangaluru. What made the situation particularly concerning was that passengers were not informed beforehand about the reason for the change or any subsequent actions required.

According to one passenger, neither the onboard crew nor the ground staff provided clear information. People waited for hours on the plane and in the terminal without knowing when or how they would reach their original destination. The situation was made worse for many passengers traveling with children or elderly relatives, increasing the stress caused by the lack of information.

Second occurrence – passengers' patience wearing thin

This was not the first time an Air India Express flight to Mangaluru was redirected to Bengaluru. On September 17, the IX-832 flight from Dubai had a similar experience, with passengers landing in Bengaluru and reaching their original destination only after several hours of waiting. They, too, had not received prior or timely updates, adding to the frustration.

On September 27, several passengers began recording scenes of disappointed and angry travelers confronting airport staff over delays and lack of information. These videos rapidly spread on social media, fueling further criticism about the Indian low-cost carrier's customer service practices.

Airline's response: adverse weather conditions

According to the airline, the route modification was due to inclement weather conditions in Mangaluru at the time. The airline claimed that once the weather improved, the flight proceeded to Mangaluru despite a significant delay. The airline also stated that refreshments were provided to passengers during the wait, and they expressed regret for the inconveniences caused.

However, this was not deemed a satisfactory response by many passengers. Some felt that essential information was lacking, and knowing the situation in advance would have allowed them to better prepare mentally and physically for the remainder of the journey.

Trust shaken and future questions

Incidents like this can severely undermine travelers' trust in an airline. While poor weather is certainly a risk factor beyond operators' control, communication—or lack thereof—remains entirely the provider's responsibility. No passenger should be left in uncertainty, especially not for several hours.

Modern passengers rightly expect the crew and ground personnel to respond preparedly to extraordinary situations and provide immediate, accurate, and honest updates. The flight experience—especially after a long-haul international journey—should not end with questions and disorganization.

For many passengers, this incident was not just an unpleasant experience but an important lesson on how to plan future travels. Some declared they would seek another airline in the future, while others hope that Air India Express will draw lessons from this and improve its communication protocols.

Especially crucial for families

The situation was particularly difficult given that there were several families traveling with young children, and older passengers were on board as well. For them, the extended waiting, discomfort, and uncertainty posed not only inconvenience but significant physical and emotional strain. A well-organized trip should pay special attention to such passengers, yet reports indicate this was not the case.

Lessons and expectations

Although air travel always involves uncertainties, it is expected in the 21st century that an airline manages extraordinary circumstances with transparency and passenger-friendly communication. A simple SMS, email, or verbal information from airport staff could have significantly alleviated passenger concerns.

The events highlight once more that the travel experience does not end with booking and flying—the care of passengers, crisis management, and communication are as vital parts of the service as the journey itself. Should an airline fail to meet expectations in these moments, passengers will not only file complaints but also turn away—something no provider can afford in the long term.

(Source of the article based on Air India statement.)