Around 260 passengers travelling from London to Mumbai were stranded for over 24 hours at the Diyarbakir Airport (DIY) in Turkey, where the Virgin Atlantic flight they were flying made an emergency landing on Wednesday due to a medical emergency onboard and later developed a technical issue.
The passengers on the flight, VS358, an Airbus A350, from London Heathrow (LHR) to Mumbai (BOM), alleged that they had minimal assistance at DIY.
The flight, which took off from London as per schedule, was diverted after a 17-year-old girl suffered a panic attack mid-air. Following a request from the family for medical assistance, the crew made an emergency landing at DIY — a facility primarily used as a military base with limited infrastructure to handle large commercial aircraft.
Passengers on Thursday described the landing as rough, with the aircraft bouncing in the impact. “We were jolted as the plane hit the runway,” said Sumit Sheth, a passenger travelling to Mumbai to visit his father, who recently underwent a surgery.
Once the aircraft landed, passengers were taken to a “secluded terminal with limited amenities”. Initially, they were informed that secondary arrangements would be made soon and the flight would resume its journey. However, within three hours, they were informed of a technical issue that the aircraft tyres were damaged during the landing.
The Virgin Atlantic sent an email to passengers stating that accommodations and alternative arrangements were being made. However, no further communication followed, and passengers were left to fend for themselves at an unfamiliar airport where language barriers added to their woes.
“There was no representative from Virgin Atlantic to guide us. The Turkish airport staff couldn’t speak English or Hindi, making communicating extremely difficult. We are stuck, confused, and helpless,” added Sheth.
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A Virgin Atlantic spokesperson said, “The VS358 flight from London Heathrow to Mumbai on April 2 was cancelled due to an urgent medical diversion to Diyarbakir Airport in Turkey, followed by ongoing technical inspections of the aircraft. The safety and security of our customers and crew remains our highest priority, and we sincerely apologise for the inconvenience caused.”
The stranded travellers, including infants, elderly passengers, pregnant women and those with health issues faced severe hardships. The terminal had only two washrooms for approximately 260 passengers, leading to long queues and unsanitary conditions, another passenger said.
The passengers also complained of limited food options — initially they were given a sandwich and a bottle of water. For nearly 24 hours, they had to manage with dry snacks and chocolates available at the airport. “We have been starving for nearly 20 hours. When the food finally arrived, it was a non-vegetarian meal where the chicken was served directly over a roti. As vegetarians, we had nothing to eat except a handful of salad,” another passenger flying to Mumbai for a family event told The Indian Express.
Passengers also claimed that while they remained stranded, the flight crew had reportedly been provided hotel accommodations. “We heard that the crew was given a place to rest, but no one cared about us, even the kids and the elderly. We were treated like prisoners, confined to the terminal,” said another passenger who was flying with his 8-month-old infant.
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Despite repeated pleas for assistance, passengers said Virgin Atlantic’s response remained inadequate. The airline continued to issue apology emails but failed to provide any substantial help on the ground.
“Our engineers are continuing their thorough assessments of the aircraft, and we are actively exploring all options, including the operation of an alternative aircraft, to ensure customers can reach Mumbai as soon as possible. In the meantime, passengers are being provided with refreshments, and we will communicate to all customers involved as soon as new information becomes available,” added the airline’s spokesperson.
The Embassy of India in Ankara, Turkey, shared a statement on X, saying, “Embassy of India, Ankara, is in continuous contact with the Diyarbakir Airport Directorate and related authorities. All possible coordination and efforts are being made to take care of the stranded passengers.”