Former AirAsia CFO Misses IndiGo Flight Amid Airport Display Confusion
Air travel can be a stressful experience, even for seasoned flyers. Former AirAsia India Chief Financial Officer Vijay Gopalan recently found himself in a baffling situation at Tiruchirappalli airport, where he ended up missing his scheduled IndiGo flight due to conflicting information on departure boards.
How the Confusion Unfolded
Vijay Gopalan detailed his experience in a social media post, explaining that his IndiGo flight was originally scheduled to depart at 2:55 PM. He had completed web check-in and arrived at the airport with ample time to spare. While waiting, he repeatedly checked the flight information display systems for updates.
The departure time began shifting multiple times: first showing 3:10 PM, then changing to 3:15 PM, and later indicating 3:25 PM. Based on these updates, Gopalan reasonably assumed the flight was experiencing a significant delay. With extra time apparently available, he decided to wait in the airport lounge to continue working, while monitoring the situation.
Around 3:05 PM, he received a call from airline staff questioning why he had not arrived at the boarding gate. "The board still did not show boarding and continued to indicate a delay," Gopalan stated, expressing confusion about how the flight could have already closed for boarding.
Allegations Against Airline Staff
In videos shared online, Gopalan accused IndiGo's ground staff of being "horribly rude and arrogant." He claimed that staff members suggested he should have remained in the lounge for "good food" rather than attempting to board the flight. Missing this flight caused him to miss an important professional conference in Chennai, compounding the frustration of the situation.
When he questioned the airline about the incident, a senior official reportedly told him, "Frequent flyers are expected to know that boarding gates close 25 minutes before departure, irrespective of what the display boards show." Ultimately, Gopalan and a colleague were placed on another flight after paying a rescheduling fee.
IndiGo's Official Response
IndiGo later issued a formal statement addressing the incident: "Dear Mr. Gopalan, Thank you for taking the time to speak with us. We truly understand how concerning it can be to miss a flight and the inconvenience this may have caused you. As checked, an interim issue impacted the Flight Information Display System, the management of which falls within the purview of the airport operator."
The airline continued: "Meanwhile, our team proceeded in accordance with the standard boarding protocol and made the requisite final boarding announcement. However, we understand that you were unable to reach the gate on time, following which our airport team assisted you with an alternate flight to ensure you could continue your journey. We appreciate your understanding and look forward to welcoming you aboard again for a smoother and more pleasant experience."
This incident highlights the potential communication gaps between airport systems, airline procedures, and passenger expectations. While display board malfunctions can create confusion, airlines maintain strict boarding deadlines that passengers must observe regardless of displayed information.
