As the Indian diaspora around the world began its journey home for Deepavali, the most important festival in the Indian calendar, a major disruption left hundreds in limbo. Air India’s scheduled Milan–Delhi flight (AI138), operated by a Boeing 787 Dreamliner, was abruptly cancelled at Milan’s Malpensa Airport due to a technical issue and the crew exceeding their permissible duty time. The fallout left over 250 passengers stranded, many of whom were eager to reunite with their families for the festival.

A Routine Departure Turns into a Nightmare

The incident occurred on October 17, when the aircraft had completed boarding and was ready to push back from the gate. However, during the initial push-back procedure — the process of moving the plane away from the terminal before taxiing — a technical fault was identified. The nature of the fault hasn’t been fully disclosed, but Air India confirmed that it required immediate attention, grounding the aircraft indefinitely.

Compounding the issue, the flight crew had already reached the maximum duty hours allowed under Directorate General of Civil Aviation (DGCA) regulations. Once this time limit is crossed, the crew cannot legally operate a flight. With both a mechanical snag and no legal crew available, the airline was left with no option but to cancel the flight entirely.

Deepavali Dreams Dashed

For many on board, the cancelled flight represented far more than a mere inconvenience. Deepavali is a festival steeped in tradition and emotion — a time for family gatherings, spiritual rituals, lighting lamps, and celebrating the triumph of light over darkness.

Passengers had carefully timed their journeys to be home in time for Lakshmi Puja and other family traditions. One traveller, a software engineer based in Italy, said he was returning home after three years to celebrate Deepavali with his aging parents. “I planned this trip for months,” he said. “I had my gifts, sweets, and clothes packed. Now I don’t even know when I’ll get another flight.”

Another traveller shared her concern about her Schengen visa, which was set to expire in two days. “If I don’t fly out soon, I may overstay and that can cause legal issues. It’s not just about missing a festival — it’s a visa emergency now.”

Hotel Stay, Refunds, But No Immediate Relief

Air India issued a statement saying it “regrets the inconvenience” and that ground staff in Milan were actively assisting passengers. The airline offered hotel accommodation, meal vouchers, and two key options: a full refund or rebooking on the next available flight. However, given the festival rush and limited direct connectivity between Milan and Delhi, getting everyone home on time for Deepavali is proving to be a logistical challenge.

Many passengers were hoping to be in Delhi by October 18 or 19 to participate in the key ceremonies. But some rebooking options now extend beyond that window, making it likely they will miss at least part of the celebrations.

Air India’s Safety Justification

While the disruption was unfortunate, aviation experts have noted that Air India acted in accordance with global safety norms. A malfunction during push-back is considered serious, and operating the flight without resolving it could have posed a risk. Furthermore, crew duty limits are non-negotiable for reasons of safety and fatigue.

An Air India spokesperson stated, “The safety of our passengers and crew is our highest priority. The maintenance task identified during push-back made it impossible to continue with the flight. We deeply regret the timing and impact, especially during a festival period, and are working to accommodate all affected passengers as soon as possible.”

Recurring Technical Issues Raise Questions

This incident is not isolated. In recent months, Air India has faced a series of operational setbacks, particularly involving its wide-body aircraft. In June 2025, the airline reduced the frequency of some Europe and North America routes, citing the need for comprehensive maintenance checks on its Boeing 787 fleet.

While many passengers appreciate the focus on safety, recurring mechanical issues are beginning to erode confidence among frequent flyers. Travellers have called for better contingency planning — such as standby aircraft or spare crew — especially during peak travel periods.

A Festival Marred by Uncertainty

For many, the cancellation has meant a scramble to find alternative flights, often at steep prices, or the heartbreak of not making it home at all. Deepavali, a symbol of joy, family, and new beginnings, has instead become a period of frustration and uncertainty for these travellers.

Some affected passengers have taken to social media to express their disappointment, calling on Air India to improve its customer communication and provide faster solutions. Others are calling for the airline to offer goodwill compensation, such as vouchers for future travel or discounts.

Lessons for Future Festival Travel

This incident serves as a cautionary tale for those travelling during critical cultural or religious events:

• Buffer Days: Travellers are advised to include at least one or two buffer days before a major festival when booking flights.
• Travel Insurance: Comprehensive travel insurance with disruption and delay coverage can help mitigate such unexpected expenses.
• Real-Time Alerts: Staying informed through airline apps and alert systems can provide quicker options when delays occur.
• Alternative Routes: Passengers should remain flexible about using alternative airlines or multi-stop routes when direct flights are unavailable.

Conclusion

For the 250+ passengers stuck in Milan just before Deepavali, the cancellation of AI138 was more than a delay — it was a disruption to one of the most cherished times of the year. While Air India followed safety protocol, the lack of timely alternatives and recurring technical issues raise concerns that the airline must address, especially as it undergoes an ambitious fleet and service overhaul.

Until then, the light of Deepavali will shine a little dimmer for those who had hoped to be with their families, but instead find themselves celebrating from afar — stuck in hotels, airports, or facing costly rebookings — far from the warmth of home.