Prakash M Swamy (Who traveled on AI-102 to Delhi)

NEW YORK (TIP): Tormented by snow storm and suffering from nature’s fury with a delayed flight for over 12 hours, India-bound passengers of Air India 102 to New Delhi en route to Mumbai from JFK Airport on Saturday found a caring and consoling soul in Vandana Sharma, Regional Manager (Americas) of Air India.

Sharma not only was sitting with the passengers throughout the agony communicating with the top officials of the Port Authority of NY-NJ, Air India headquarter and Ministry of Civil Aviation but ensured that the passengers were provided food and water. More than that, her soothing words and ever-smiling face in the face of adversity endeared her to the hearts of the passengers.

The unprecedented snow storm uprooted the schedules of Air India and caused untold suffering and hardship to passengers. The incoming flight from New Delhi Air India 101 that landed in JFK at 6:30 am on Saturday could not be brought to the gate. Passengers were forced to sit in the aircraft for over four hours after arrival. When there were no indications of getting a gate at terminal to disembark, Air India was forced to off-load the passengers and crew on the taxi-way in the cold subzero temperatures and bring them by bus to the terminal. Their agony did not end there. The baggage could not be taken out from the aircraft.

As a result of this and other contributing factors, the outbound aircraft was delayed for over 12 hours. The stranded passengers, though cursing their fate and timing of their travel, appreciated the commitment of the national career and cooperated with the airline staff. But the entire Air India team decided to stay put and stayed with the passengers for well over 72 hours without any rest.

There were anxious passengers asking questions repeatedly about their connecting flight, baggage claim and medical attention. Many were attending weddings back home and were upset to miss the auspicious occasions. One elderly lady sobbed, and Sharma went and hugged her and consoled her saying that she would ensure her safe departure and instruct Air India staff at Delhi airport to assist her to her destination.

A couple of young techies probed Sharma the reason for delay and wondered why Air India could not convince the Port Authority to expedite allotment of bay. She answered all their queries with conviction and smile. She was there to assist every single passenger and made them feel that the national career would not abandon them and be with them in the time of crisis.

The entire team stayed at the airport for the past four days surmounting the insurmountable. The JFK Terminal 4 Airport Authorities did not help Air India. None of the 360 plus passengers shouted or abused AI as they are aware the delays and cancellations are due to nature’s fury and human beings are helpless.

Problems hit Air India from all directions from denial of bay by JFK Terminal 4 Airport Authorities, to pipes bursting in the baggage hold area, and even oxygen pressure dropping as the arriving aircraft stood in extremely cold weather of minus 30 degrees in open for the whole day. The AI ground handling personnel could not take out the baggage from the incoming aircraft as aircraft did not come to gate. Equipment to get additional containers from warehouse was frozen.

Since Thursday’s AI 102 was cancelled, both Thursdays and Fridays flights left on Friday, one after the other. The AI staff had to worry about security, crew fatigue, piling baggage, ordering food at right time, dealing with effects of bursting hot water pipes in baggage holds, frozen pipes for cleaning lavatories, lack of space for passengers to sit in the airport as the entire airport was swarmed with passengers.

Both the Air India staff and passengers were clueless as no one knew when the JFK Terminal 4 Airport Authorities would give clearance for departure gate. The Air India aircraft finally came to the gate by 9.00 PM. Passengers rejoiced to see the aircraft finally come to gate.

The entire Air India team right from Airport Manager Ashok Gupta, to Manager New York Anji, and the Dy. APM Amarjit Singh, Duty Manager Ms. Mildred Thivalapil pitched in and looked after passengers and all that had to be done.  At hand also was AI Airport Security Manager Ajit Manvatkar who supervised the security arrangements of passengers and also ensured that the aircraft is safe and secured for travel. Vandana and Manvatkar saw off every single passenger standing near the door of the aircraft before they moved to other tasks at hand.

 “We always blame Air India for the alleged poor service, but no one appreciates when they perform exceedingly well in times of crisis,” said Neil Patel traveling to Surat. When reached for comments Vandana said she was simply doing her job to ensure that all the passengers were safe in the toughest times and reach their destinations with minimum difficulties.  “Air India always treats passengers like an extended family and this is least we can do to make them feel at home in times of adverse nature’s fury,” she said with a justifiable pride on her face having accomplished the impossible.