Jet lags in city for 15 hrs, 159 fliers grounded

MUMBAI: A dream European holiday began disastrously for 74 passengers of Qatar Airways who got detained at Mumbai airport for 15 hours after their aircraft developed a technical snag.

The exasperated travellers said the airline did not offer them accommodation until three hours before their next boarding. Finally, the flight left at 9pm on Thursday.

The flight, which was to leave for Doha at 5:55am on Thursday, had 256 passengers on board, including the holiday-makers in two batches. One group of 74 tourists was booked with Cox & Kings. Another group of 67 was booked with SOTC. While the airline arranged for the SOTC passengers to board a Jet Airways flight to London, it failed to send the group of 74 or any of the remaining passengers on the next British Airways flight, on the plea that seats were limited.

Initially, takeoff was delayed for two hours. But in the evening passengers were told that they would be able to board at 9pm on Thursday, after a delay of 15 hours. “We were treated very shabbily,” said Tanveer Shah, 37, who spent Rs7.5 lakh on the holiday.

Sha added, “After being ferried to the aircraft, we made to sit in the bus for 45 minutes. Then, without being offered a reason, we were taken back to the terminal. Since we had already checked in, it was difficult to obtain water for children as there are no stalls in the immigration area. They served us breakfast at 11am and lunch at 4pm.”

He continued: "Who will compensate us for the time wasted at the outset of this trip? We were supposed to join the other group in Berlin on Thursday. Now we will miss that city. Do you think it is possible to enjoy a holiday without getting any sleep for nearly 48 hours?"

Several passengers said Cox & Kings had made bulk bookings on Qatar Airways at heavy discounts, one reason why they were unable to accommodate passengers on other flights. "We were harassed and cheated," said Ritu Kulsum Shah, 36. "Many of us feel jaded. Several passengers have developed high fever, while others barely have any energy left because of lack of sleep. Children have been hungry for hours."

Nilesh Jain, 34, who travelled from Indore in a group of 18, said: "It seemed as though we were in a dharamshala. We were being treated like beggars and our children were not being taken care of. Is this how a long-awaited holiday should begin?" A Qatar Airways spokesman said passengers were offered a place to stay, though the proposition was made late in the evening. “All the passengers were offered a choice of the Intercontinental, Orchid, and Lotus Suite on availability basis," the spokesman said. "Thirty people opted for it. We had ordered meals, but they could not be delivered on time as the airport does not have a facility to cater to 150 passengers. The onward journey for these passengers is now charged on us."

A spokesperson for Cox & Kings said: "The first day of the tour is insured. We will try and make up for the loss by adding more sightseeing and giving other options. As far as discounts are concerned, it is the norm and we go by the bulk discounts policy."