Dr. Swati Bhargava: The Nepal Earthquake, Travel to Ahmedabad

The case describes the hardships faced by Dr. Swati Bhargava, an academician when she was stranded in Kathmandu, Nepal after an earthquake in April 2015. The Kathmandu airport was closed for operations after the earthquake. Even though Dr. Bhargava had a confirmed ticket to Ahmedabad via Delhi from Kathmandu by an Indian Low Cost Airline (ILCA), she could not travel as per the schedule. The infrastructure had collapsed in Kathmandu. ILCA extended minimum courtesy to their stranded passengers. Dr. Bhargava had to fend herself in a challenging situation to return back to Ahmedabad. On arrival in Delhi, the airline was unable to help her due to the restrictions arising out of their processes. Consequently, Dr. Bhargava had to stay in for an additional night in Delhi and incur expenses related to the purchase of a new ticket and her stay in Delhi. While the teaching community in Kathmandu treated Dr. Bhargava with care and provided adequate support to facilitate her unexpected extended stay, an organized commercial airline (ILCA) did next to nothing to help the stranded passengers in Kathmandu. Dr. Bhargava was upset by the inconvenience caused to her and the insensitivity shown by the airline in the context of a natural calamity. Dr. Bhargava was considering multiple options to sensitize the system (airline) to be responsive and sensitive to such situations should they occur in future.