Directorate-General of Civil Aviation, the aviation regulator, earlier asked the airline to submit a statement on the dental union civil aviation minister Jyotiraditya Scindia on Monday told he is himself investigating the denial of boarding to a specially-abled boy at the Ranchi airport on Saturday while promising appropriate action.
Aviation minister Jyotiraditya Scindia
“There is zero tolerance towards such behavior. No human being should have to go through this! Investigating the matter by myself, post which appropriate action will be taken,” he tweeted.
IndiGo barred the boarding saying the boy was in “a state of panic”. Directorate-General of Civil Aviation, the aviation regulator, later started a probe into the matter and asked the airline to present a statement.
IndiGo’s chief executive officer Ronojoy Dutta told they are distressed over the incident. “We had a very unfortunate incident at Ranchi airport on May 7, 2022, when a specially-abled teenager and his parents could not board their scheduled flight to Hyderabad.”
Dutta told throughout the check-in and boarding process, that the airline’s intent was to carry the family.
He said at the boarding area, the teenager was visibly in panic. “While providing courteous and compassionate service to our customers is of paramount importance to us, the airport staff, in line with the safety guidelines, were forced to make a challenging decision as to whether this commotion would carry forward aboard the aircraft.”
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Dutta told IndiGo made the best possible decision under difficult circumstances after reviewing all aspects. “We recognize too well that parents who dedicate their lives to the caring of physically challenged persons are the true heroes of our society,” he said. Dutta said they would like to offer to purchase a wheelchair for the boy.
IndiGo has carried over 75,000 specially-abled passengers
Dutta expressed that since April 2022, IndiGo has carried over 75,000 specially-abled passengers and that their crew and airport staff are trained to serve such passengers sensitively.
Ranchi airport officials told the boy calmed down almost 15 minutes after boarding was complete. “All the on-duty officials at the Ranchi airport and the airline staff thought the passenger be sent on the next immediate flight.
However, the flight was on Sunday morning,” an airport official told. He said the family was provided accommodation.
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