CHENNAI- A public dispute emerged after former AirAsia CEO Vijay Gopalan said an IndiGo (6E) flight departed without him despite airport displays showing boarding had not started. The incident caused him to miss a scheduled conference in Chennai.
Gopalan alleged incorrect flight status updates at Tiruchirappalli airport led him to believe boarding was yet to begin, while the airline maintained boarding protocols were followed correctly.
IndiGo Ex-AirAsia CEO Boarding Dispute
The incident involved an IndiGo flight scheduled to depart Tiruchirappalli for Chennai at 2:55 pm. Gopalan had completed web check-in and arrived at the airport around 1 pm, later moving to the lounge to work while monitoring departure information screens.
According to his account shared on social media, departure timings displayed on the airport’s Flight Information Display System changed multiple times, moving from 2:55 pm to 3:10 pm, then 3:15 pm, and later 3:25 pm. The status reportedly continued to show security clearance instead of boarding.
Believing boarding had not yet begun, he remained in the lounge, located a short walk from the gate. Around 3:05 pm, airline staff reportedly contacted him, asking for his location. When he reached the gate, he was informed that final boarding announcements had already been made, and the flight was ready for departure.
Gopalan claimed ground staff were dismissive and blamed passengers for not arriving on time, an interaction he later shared publicly.
Passenger Account and Rebooking Experience
Gopalan rejected claims that experienced travelers should anticipate gate closure times, arguing that inconsistent display updates created confusion. He maintained that the information screens suggested boarding was yet to begin.
He further stated that airline representatives initially requested a rebooking fee of Rs 3,000, which was later reduced to Rs 1,800 after intervention from airport authorities. He, along with a colleague and another passenger, was eventually placed on a later flight.
Despite the accommodation, he missed his scheduled conference in Chennai.
IndiGo responded publicly, stating that the airport’s display system experienced a temporary issue, which falls under airport operator management rather than airline control.
The airline added that boarding announcements were made as per protocol and that the passenger did not reach the gate before closure. IndiGo said staff assisted in arranging an alternate flight to continue the journey.
Boarding Rules and Display System Challenges
Airlines typically close boarding gates about 20 to 25 minutes before departure to maintain schedule discipline. Passengers are expected to reach gates early regardless of lounge usage.
However, this incident highlights how discrepancies between display systems and actual boarding processes can create confusion, particularly during schedule adjustments.
Accurate, synchronized communication between airport operators and airlines remains essential to avoid similar passenger disputes.
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