It was not only about the sky-rocketing ticket prices, or even the massive disruption, but the missing empathy that has left a bad taste in the mouths of tens of thousands of passengers who were left stranded across airports after IndiGo’s mass flight cancellations. One of them, Dr Sanjay Arora, MD & Founder of Suburban Diagnostics, took to social media to talk about his experience. Advertisement

In a Facebook post, Dr Arora said his Rs 8,000 ticket went up to become a Rs 36,000 ticket. “I still would've forgiven it....if empathy hadn't gone missing,” he said.

Dr Arora added that the crisis was not the result of a week of mismanagement but began the day “empathy left (the) leadership and quietly vanished from the organisation”. He said it began the day IndiGo assumed that the rules did

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