The Indian aviation industry has come a long way since its early days, evolving from a modest service to a vital part of the nation’s infrastructure. The ability to fly across vast and varied landscapes has dramatically improved connectivity within the country, facilitating business, tourism, and personal travel. Following the deregulation of the industry in the 1990s, India witnessed a major boom in aviation services, with both domestic and international carriers entering the market and catering to a growing number of passengers.
However, with rapid expansion has come an array of operational challenges. While millions of passengers now fly each year, the sector continues to grapple with infrastructure constraints, including overcrowded airports, limited airspace, and aging systems. These issues not only delay flights but also diminish the overall travel experience. In addition, customer complaints—ranging from in-flight service issues to delays and technical problems—have increasingly surfaced in both mainstream and social media.
Recently, one such complaint captured public attention when a passenger shared an unusual in-flight experience on social media. Yavanika Raj Shah, while flying from Bengaluru to Bhopal on an IndiGo flight, found that her assigned seat was missing its cushion. The absence of basic seating comfort led her to share her experience online, where it quickly went viral and triggered widespread discussion.
IndiGo Clarifies Reason Behind Missing Seat Cushion
After Shah’s post gained traction online, IndiGo issued a public response acknowledging the incident. The airline clarified that the removal of seat cushions is part of its regular aircraft maintenance and sanitation protocols. According to IndiGo, seat cushions are sometimes taken out before a flight for deep cleaning or replacement if deemed necessary. This standard operating procedure ensures hygiene and cleanliness, particularly important in high-turnover flights.
Ma’am, thank you for speaking with us. The seat cushions were replaced prior to the flight for cleaning purposes. Our cabin crew promptly informed the customers who were allotted these seats. This is a standard practice for cleaning during transit as and when required. (1/2)
— IndiGo (@IndiGo6E) March 6, 2024
In its statement, IndiGo reassured customers of its commitment to passenger safety and hygiene, emphasizing that while such procedures may occasionally lead to minor inconveniences, they are crucial for maintaining overall cleanliness on board. The airline also noted that it strives to minimize such occurrences and address them promptly when they arise.
Despite the explanation, the incident has sparked a broader conversation about the need for clear communication between airlines and passengers. Situations like these highlight how lapses in informing customers—even about routine procedures—can lead to dissatisfaction and negative public perception. Many users on social media commented on the lack of proactive communication and questioned whether such maintenance steps should be completed well before boarding.
The incident serves as a reminder of the importance of transparency in customer service, especially in an age where every passenger has the power to shape public narratives through social platforms. As the Indian aviation industry continues to grow, maintaining operational excellence and improving passenger communication will be key to building long-term trust and loyalty.