A Bengaluru man recently shared a powerful experience during a long flight delay that left a lasting impression. His IndiGo flight from Delhi to Bengaluru, originally scheduled for 7 pm, finally took off
at 5 am after nearly 10 hours of waiting. Throughout the ordeal, he witnessed hundreds of exhausted and frustrated passengers standing in long queues, many arguing with the staff in anger.
Amid the chaos, he noticed a young IndiGo ground staffer who remained calm and composed despite the shouting and complaints. She quietly managed the situation with remarkable patience. After observing her for two hours, he approached her and advised her not to take the passengers’ anger personally. Her response surprised him.
IndiGo Staff Member’s Calm Response
Sharing the moment on LinkedIn, he wrote that the ground staff member looked at him and said, “Sir, maine toh apne aap ko train kar liya hai – bade daant rahe ho toh samjhenge maa-baap daant rahe hain, chhote daantenge toh samjhenge bhai-behen se ladai ho rahi hai. Aur kya kar sakte hain?”
She then added, “Thode din baad aap phir se aaoge, hum phir se bolenge ‘IndiGo mein aapka swagat hai.’ Life will be normal again.”
Her calm tone and gentle humour made him realise just how challenging customer-facing roles can be, especially when employees have little control over sudden crises like mass delays and cancellations.
Social Media Reacts To His Story
The LinkedIn post, shared on December 6, quickly picked up attention and received thousands of likes. Many people praised the staffer’s emotional strength and said that staying patient in such situations is not easy.
“I’ve never understood people who shout at waitstaff. It doesn’t solve the problem,” a user wrote. Another commented, “Kindness isn’t soft. It’s a strength that creates trust, diffuses tension, and brings out the best in people.” Someone else said that remaining composed under pressure is something not everyone can do.
Several users on the post thanked the airline crew for staying professional. A person wrote, “Sincerely appreciate the ground staff at Indigo for stepping up and handling situations with calm and professionalism.” Others shared similar experiences, saying they, too, had witnessed staff remain patient during unexpected disruptions.
IndiGo’s Ongoing Delay Crisis
The story comes at a time when IndiGo is facing heavy criticism due to large-scale delays and cancellations across its network over the past week. The airline’s operational issues have resulted in overcrowded airports, missed connections and widespread frustration among travellers.
