‘Neerja’ is a biographical thriller film, focusing on head purser Neerja Bhanot, played by Sonam Kapoor, who thwarted the hijack attempt by preventing the plane from taking off, which resulted in the lives of 360 hostages being saved. The film opens with Neerja Bhanot, 22 years old, arriving (late) for a house party. She's loved by everyone, the life of every party. Later that evening her mother expresses concern once again about Neerja's job as a flight attendant and suggests Neerja return to her old job of modelling. Neerja likes her job and is driven to the airport by her boyfriend Jaideep. (Her mother is not totally thrilled about this either.) Neerja's colleagues love Jaideep, he adores her and gives her an advance birthday present.
Neerja reflects on her brief and unhappy arranged marriage. Her former husband was a professional in Doha, Qatar. He constantly harangued and abused Neerja over dowry. (It is revealed that Neerja's family had made it clear there would be no dowry, but the husband had expected something anyway.) He also abused Neerja as she could not cook or clean. She eventually returned home to honour a modelling contract. He sent back a humiliating letter attacking her parents about dowry, her lack of domestic skills and suggesting that she had better bring something (money) back or not come back at all. She broke off with him and landed a highly competitive job with Pan Am.
As Neerja boards Pan Am 73 (Sep 5, 1986) it is revealed that a terrorist group has planned to hijack the plane in Karachi. The plane takes off from Mumbai and lands in Karachi where the terrorists board the plane disguised as security officers escorting a Libyan diplomat. They reveal themselves and hijack the plane. Neerja quickly alerts the cockpit and the American pilots escape through the overhead hatch and run into the terminal. (The plane cannot be flown.)
When an Indian American inadvertently reveals himself (to be an American) the terrorists grab him and shoot him dead before the Pakistani negotiators. The terrorists try to locate the radio engineer among the passengers but Neerja bravely signals him to remain quiet. Later the terrorists ask the flight attendants to collect the passports so as to locate the Americans and hold them hostage. Neerja and her colleagues collect the passports but skilfully avoid any American passports by kicking them under the seats or down the trash chutes. Soon the terrorists locate a British citizen and use him for negotiations.
The Pakistan negotiators inadvertently reveal the name of the radio engineer (a Pakistani); he is now located and roughly brought into the cockpit to start the radio and begin the negotiations. The Pakistanis stall for time. The terrorist leader chastises the other, younger, terrorist who has begun roughing up the passengers and molesting the attendants (including Neerja). Angered by his public embarrassment the younger terrorist storms into the cockpit and shoots the radio engineer and, in full defiance of his leader, screams wild threats over the radio. The terrorists are confused; the leader only wants to complete the mission but the younger man is now only serving his own rage. Pakistani air control is still negotiating but they are slowly losing control and time and the terrorists are getting agitated by the minute.
Some 17 hours later the plane loses auxiliary power and the lights go out. Despite Neerja and the other attendants trying to explain this as a normal aeroplane reaction, the terrorists believe the power was cut by the Pakistan armed forces who will soon storm the plane. They now begin indiscriminately shooting passengers. At great peril to her own life, Neerja opens the rear door and deploys the chute and begins directing passengers down the chute. Neerja could have escaped by herself but she chose to put the passengers first. In the end, she is shot by the terrorists as she tries to shield young children from the gunfire. The film ends with a tributary message to Neerja who was eventually recognized with bravery awards by India, Pakistan, USA, and other countries. The question was always going to be, can Sonam Kapoor, carry off that demanding role and yes she does it in every way!