Passenger finds seat cushion missing on Nagpur-bound flight, IndiGo responds

In an X post, Subrat Patnaik shared a photo of the missing seat cushion.

“Indigo!! Flight 6E 6798!! Seat no 10A! Pune to Nagpur!!! Today’s status. Best way to increase profit. Pathetic.”

Soon after the photo was shared on X, it attracted several comments from users, with many slamming the airline for poor services. Meanwhile, IndiGo replied, “Hi, that's certainly not good to see. At times, the seat cushion gets adrift from its Velcro. The same can be repositioned with the help of our crew. Further, your feedback will be shared with the concerned team for review. Hope to serve you better in the future.”

Following the response from Indigo, Subrat wrote, “Hi, appreciate your response. But, surprised how this was missed by ground staff as well as the crew to check the cleaning status before boarding? This is affecting the image of a great brand like IndiGo.”

“We completely understand your disappointment, Sir. We have duly noted your feedback. Looking forward to serving you better in the future,” IndiGo replied.

However, the airline’s response drew criticism with many calling out IndiGo for its poor service.

“What an arrogant automated reply. Monopoly sometimes sucks,” wrote a user.

Another wrote, “That should have been checked and replaced with a spare one before boarding the passengers! How cabin crew can ask passengers to check for themselves?”

“Indigo why your answer is very sarcastic and full of arrogant behaviour, you mean next time I should go and check whether the engine is perfectly fine to fly, later on indigo will say why you haven't taken help from our engineers,” read a third comment.

As reported by the Times of India, aviation expert Dairyashil Vandekar said, “Under no circumstances are airlines supposed to offer broken or unserviceable seats to passengers, for obvious reasons. The Directorate General of Civil Aviation (DGCA) has warned the airlines in this regard in the past. Despite that, if such incidents happen, the DGCA must take strict action.”

Previously, in May last year, the DGCA imposed a fine of ₹5 lakh on IndiGo. The fine was imposed on the aviation company for not allowing a boy with special needs to board a flight from Ranchi.