As airports evolve and expand, ensuring passengers are well-informed about changes is crucial for a smooth travel experience
Prateek Chaturvedi, a non-resident Indian (NRI) living in San Francisco, missed his flight to Lucknow on Sunday after a mix-up involving the airport terminals in Pune. Chaturvedi was visiting relatives in the city and was set to return on an Air India Express flight (I5-330). Unfortunately, due to a lack of communication, he ended up at the old airport terminal instead of the new one.
Chaturvedi had meticulously planned his journey, completing all pre-boarding processes, including security clearance, at the old terminal. However, he was unaware that his flight was operating from the new terminal. “I received a message about the flight delay but no information about the terminal change,” he said. Having used DigiYatra and carrying only hand baggage, Chaturvedi was confident in his travel arrangements.
Despite the delay, Chaturvedi could not find any staff or other passengers at his boarding gate. Confused and concerned, he sought assistance from a CISF officer who informed him about the terminal change. The officer allowed him to exit the old terminal and proceed to the new one, but by the time he arrived, his flight had already departed.
This incident serves as a reminder of the need for clear, timely communication in the aviation industry to enhance passenger convenience and avoid disruptions
This incident highlights the importance of clear communication between airlines and passengers, especially regarding terminal changes. Chaturvedi noted, “The absence of timely notifications about terminal changes is a significant oversight. I had no way of knowing about the switch, and it cost me my flight.”
The airline, acknowledging the mistake, issued an apology and offered a full refund to Chaturvedi. Pune airport director Santosh Dhoke stated that notices about the terminal change had been posted and that staff were instructed to guide passengers correctly. “We had measures in place to inform passengers, but evidently, they were not enough,” Dhoke admitted.
An Air India Express spokesperson did not comment directly on Chaturvedi’s case but indicated that prior information about the terminal change had been sent to all passengers. This incident has prompted calls for improved communication systems at airports to prevent similar occurrences in the future.
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