Air India has taken decisive action to bring home more than 250 passengers stranded in Milan after their original flight to Delhi was cancelled due to a technical fault. The airline has scheduled a one-off special flight on October 19, 2025, aimed at ensuring travellers make it home in time for the important festival of Diwali.
What Happened?
On October 17, flight AI138 from Milan (Malpensa Airport) to Delhi was cancelled after a technical issue aboard the Boeing 787-8 aircraft forced the route to be grounded. The fault occurred after the plane landed in Milan and it required extended maintenance, rendering the aircraft unavailable for the return journey. Consequently, over 250 passengers bound for India found themselves unexpectedly stuck in Milan just ahead of the Diwali travel surge.
Swift Response by the Airline
Immediately following the disruption, Air India organised hotel accommodation and meals for the stranded passengers. Some of the lodging was arranged further away from the airport due to availability constraints. Those who preferred to cancel rather than wait were offered full refunds. Others were given options to rebook on alternate flights. The airline also paid particular attention to passengers whose Schengen visas were about to expire, arranging alternative airlines when necessary.
The Special Flight: AI138D
To ensure these travellers did not miss out on homecoming for Diwali, Air India scheduled a special flight — AI138D — which departed Milan on October 19 at 7:00 pm local time and was slated to arrive in Delhi the following morning. This additional flight required expedited clearance from aviation authorities and rapid maintenance to get the aircraft airworthy. The move underscores how the carrier prioritised festive travel and repatriation efforts during a busy season.
Support Measures for Affected Travellers
Beyond transport, the airline committed to offering full flexibility: refunds, rebookings, and alternative arrangements were all on the table. Passengers were proactively contacted and guided through choices. The airline emphasised that passenger comfort and safety remain its top priority, especially during periods of heightened travel demand around major festivals.
Why This Matters for Travel & Tourism
The incident and the response by Air India highlight several broader lessons:
- Peak-season sensitivity: Diwali marks one of the busiest travel periods in India; disruptions at this time impact not just logistics but also emotional and cultural expectations.
- Operational readiness: Airlines must maintain contingencies for technical snags, visa-expiry issues, accommodation logistics and re-routing, particularly on international routes.
- Customer service as reputation: Travel brands are judged not only by their schedules but by how they respond when things go wrong. The swift corrective action here helps sustain traveller trust.
- Interlinking travel and cultural events: When a major festival is involved, travel plans extend beyond mere transport—they engage family, tradition and timing. The wellbeing of travellers becomes more than a commercial matter.
Looking Ahead
For travellers and tourism professionals, this case reinforces the need to factor in buffer time when booking around major festivals. Airlines and tour operators may need to earmark special flights or backup services during such windows. For Air India, the Milan-Delhi event brings both challenge and opportunity: moving quickly in crisis can bolster its credentials in festive-season travel repatriation.
Conclusion
By launching a special repatriation flight from Milan to Delhi on October 19, and by offering full care to stranded passengers, Air India demonstrated its commitment to making sure travellers returned home in time for Diwali. The proactive action—spanning accommodation, meals, refunds and alternate bookings—provides a relevant template for airlines and travel-industry services during peak seasons. The incident serves as a reminder of how timely human-centric response can turn a potentially damaging disruption into a managed and trusted outcome.
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