Air India Express AC Failure Leaves Passengers in Unbearable Heat

Key Takeaways

• On May 11, 2025, Air India Express flight IX-1128 suffered a two-hour AC failure, causing health issues onboard.
• Passenger complaints against Air India Express and the Air India group doubled, with over 3,150 issues reported in fiscal year 2025.
• DGCA enforcement and the Air Sewa cell aim to increase transparency and improve resolution of airline service complaints in India.

On May 11, 2025, passengers on Air India Express flight IX-1128 from Delhi to Bhubaneswar experienced what many described as a severely uncomfortable and distressing flight due to a failed air conditioning system. The extreme heat inside the plane lasted for almost two hours, causing health issues, widespread dissatisfaction, and an outpouring of criticism online. This event has raised bigger questions about airline safety, the quality of service passengers can expect, and how both the airline and Indian authorities handle such complaints.

What Happened on Flight IX-1128?

Passengers boarded the Air India Express plane in Delhi shortly before 4:00 PM, expecting an ordinary journey to Bhubaneswar. Soon after takeoff, it became clear that something was wrong. The air conditioning stopped working, and the cabin quickly started heating up. As reported by VisaVerge.com, several people, including a passenger named Tusharkant Rout from Gurugram, spoke out about their experience. In a LinkedIn post that was widely shared, Rout described the situation as “serious and critical.” He stated that the heat had become “unbearably hot,” making it difficult for passengers to breathe and sit comfortably.

According to photos and eyewitness accounts, passengers did everything they could to keep cool:

• Some removed their shirts, hoping to feel some relief from the stifling heat.
• Many used magazines to fan themselves throughout the flight.
• Others drank water often, trying to stay hydrated and lessen the discomfort.

At least one person started experiencing serious health problems due to the conditions. Despite the passengers’ repeated requests for help, the air conditioning problem was only fixed when the plane was about to land in Bhubaneswar. For almost two hours, travelers sat in extreme discomfort, which led to many sharing their frustration on social media and tagging airline officials and agencies.

How Did Air India Express Respond?

The airline’s reply came after Rout’s social media post drew attention. In an official apology, Air India Express said:

“We’re sorry for the delay and any discomfort you experienced during your flight, Tusharkant. The cabin AC may feel less effective during boarding and taxiing due to open doors and limited power supply for operational reasons, but it becomes fully functional after takeoff.”

This explanation, however, did not satisfy most of the angry passengers. Many pointed out that the issue lasted for almost the entire flight, not just during boarding or taxiing. Social media users and passenger groups raised several pointed questions, such as:

• Why wasn’t the air conditioning working as soon as the plane was in the air?
• Did the crew perform all required safety and maintenance checks before departure?
• What steps is Air India Express taking to prevent similar problems in the future?

People also criticized Air India Express for not taking the matter seriously enough. Instead of clearly explaining what went wrong, many felt that the airline gave a generic response and failed to describe what they’d do to avoid repeating this mistake.

A Worrying Pattern for Air India Express

The issue on flight IX-1128 is not an isolated one. Just a few days earlier, on April 30, 2025, Air India Express faced a similar problem. That day, a flight from Pune to Jaipur was forced to abort takeoff after a passenger became unwell, again because the airplane’s air conditioning system was not working.

Passengers on this earlier flight also had to spend almost two hours in sweltering conditions before being allowed to disembark. Stories of ailing passengers and a lack of quick solutions have led many to ask if this is becoming a persistent problem inside the airline.

Adding to these worries, official reports show rising complaints about comfort, safety, and basic services on flights run by the Air India group. In the 2025 fiscal year, about 3,150 complaints were reported — more than double the number from the year before. Many of the issues reported have centered on poor service quality, technical failures like the recent air conditioning incidents, and uncomfortable or even unsafe conditions on board.

The Bigger Picture: Rise in Air Travel Complaints Across India

The problems at Air India Express fit into a wider story about flying in India today. According to the Directorate General of Civil Aviation (DGCA), the last year has seen a 57% jump in the number of passenger complaints to airlines. The most common reasons for complaints were:

• Denial of boarding (when passengers with valid tickets are not allowed to take their seats)
• Flight delays
• Cancellations

But technical and comfort-related issues, like the cabin AC problems on Air India Express, are drawing particular attention because they affect passenger health, safety, and overall trust in the airline.

Domestic airlines had to pay a total of Rs 56.9 crore in compensation to passengers in the last year, an increase of 11% over the previous year. The Air India group, in particular, has the largest share of these payouts — handing out Rs 18.6 crore, much more than any other airline combined. In addition, the group turned away more than 18,000 passengers who had boarding passes but were not allowed to fly, adding to the frustration and financial burden on travelers.

All these facts highlight a growing sense of dissatisfaction from the Indian flying public. Passengers now expect more transparency, accountability, and comfort when flying — basic standards that seem not to have been met, especially in the case of repeated AC failures and other technical problems.

How the Government and Regulators are Responding

Faced with widespread passenger outrage, repeated service lapses, and rising complaints, Indian authorities have started taking action. The government set up a dedicated Air Sewa cell, a special unit to help handle complaints about air travel, such as sudden airfare changes and poor customer service. This move aims to simplify the process of raising air travel complaints and to follow up on unresolved issues.

You can find more about complaint processes and passenger rights on the official DGCA website.

The DGCA’s latest actions include:

• Monitoring how airlines handle technical faults before letting planes depart.
• Keeping track of passenger complaints and compensation data.
• Enforcing stricter rules on announcing delays, rescheduling, and denying boarding.

The authorities have also encouraged airlines to improve communication with passengers during service delays or failures, especially if these issues could compromise health or safety.

Immediate and Long-term Effects on Passengers

For passengers, flying without basic amenities like working air conditioning is more than just uncomfortable — it can be dangerous. Elderly travelers, young children, and those with health conditions may be more likely to develop serious problems when trapped in a hot, closed cabin for long periods.

This Air India Express incident serves as a reminder that airlines have a duty to ensure not just the safety of their planes but also the well-being of everyone on board. When passengers fall ill because of failed systems, both immediate medical care and airline accountability come into question.

If airlines do not address these problems quickly and openly, travelers may lose trust and choose other air carriers or even alternative forms of travel. Repeated failings also put added pressure on Indian regulators, who are now expected to set stricter guidelines and follow through with penalties or fines for service lapses.

Why Do These Issues Keep Happening?

There are several reasons why technical failures like AC breakdowns keep surfacing in Indian airlines:

• Poor maintenance checks may allow technical faults to go unnoticed.
• High demand for air travel leads to tight turnaround times and pressure on fleet resources.
• Older aircraft may have outdated or easily failing equipment if not upgraded regularly.
• Inconsistent staff training may result in poor response to in-flight emergencies.

Passenger outrage grows when airlines seem slow to accept responsibility. In both the recent May and April incidents involving Air India Express, travelers’ online complaints pointed to a “pattern” of placing blame elsewhere or offering only vague assurances after the fact.

To break this pattern, airlines need to strengthen regular checks, listen to real passenger experiences, and engage with authorities in a more transparent way. Prompt and clear updates during technical incidents can reduce confusion and fear, as well as show real care for flyers’ well-being.

Different Viewpoints and Ongoing Debate

On social media, the latest AC failure on the Air India Express flight sparked strong debates. Some argued that technical failures can never be fully avoided and that older planes or high use may make breakdowns more likely. Supporters of the airline pointed out that flight crews may sometimes be unable to fix such problems quickly once the plane is airborne.

But critics, including consumer rights advocates and many affected travelers, are clear: comfort and safety basics cannot be ignored, especially after repeated incidents in a short period. These voices are calling for:

• Regular third-party safety and maintenance checks.
• Real-time reporting of in-flight technical problems.
• Stricter fines for airlines that put passengers in unsafe or “intolerable” conditions.
• Better care for sick passengers, especially when their health is at risk because of avoidable service failures.

What Should Passengers Do if Faced with Similar Problems?

If you ever find yourself on a flight without working air conditioning — or another basic system — it’s important to know your rights as an air traveler in India:

1. Inform the Crew: Let the cabin crew know about the problem as soon as you notice it. They can sometimes reset systems or contact ground staff for help.
2. Document the Issue: Take photos, videos, or notes. This is helpful if you want to make an official complaint later.
3. Ask for Medical Help: If you or someone else feels unwell, request immediate assistance from the crew. Airlines are required to provide basic first aid.
4. File a Formal Complaint: Use the Air Sewa portal or contact the DGCA directly online. Clear, detailed reports make it easier for regulators to take action.
5. Claim Compensation: If the flight delay, cancellation, or technical failure affected your trip, you may have a right to compensation under Indian law. The rules are set out by the DGCA.

The Indian government and regulators have made complaint resolution easier over time, and most airlines now have offices dedicated to handling passenger grievances.

Moving Forward: Building Trust in Air Travel

Incidents like the Air India Express AC failure, increasing reports of passenger outrage, and the wave of online criticism show that travelers are demanding higher standards from airlines. The hope is that this intense public attention will push airlines to invest more in safety checks, better staff training, and improved communication with flyers. Transparent handling of technical incidents, fair compensation policies, and a real commitment to customer comfort are crucial steps in this direction.

For more information on your rights, complaint processes, and the latest updates in Indian aviation, the DGCA official website remains the most reliable resource.

As India’s air travel sector grows, so does the responsibility to keep flights safe, comfortable, and transparent for everyone. Passengers are watching closely, and both airlines and regulators must act swiftly to prevent the pattern seen in recent months. The Air India Express incident reminds us that even minor comfort systems can affect safety — and that every voice raised in complaint has the power to drive real change.

Learn Today

DGCA → Directorate General of Civil Aviation; India’s aviation authority overseeing airline regulation, passenger rights, and airline safety compliance.
Compensation → Financial payments airlines must provide to passengers affected by delays, cancellations, or service failures according to Indian aviation regulations.
Air Sewa cell → A government-established unit set up to handle complaints from airline passengers, aiming for faster dispute resolution and better communication.
Boarding Denial → When a passenger with a valid ticket is not allowed to board a flight, often due to overbooking or operational issues.
Cabin AC Failure → A malfunction in the aircraft’s air conditioning system, leading to dangerous cabin temperatures and passenger discomfort during flight.

This Article in a Nutshell

A major AC failure on Air India Express flight IX-1128 left passengers in distress for nearly two hours. The incident fueled a surge in complaints and public outrage about safety and service standards, prompting regulatory action and calls for greater airline accountability and improved comfort for all Indian air travelers.
— By VisaVerge.com

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