IndiGo fined Rs 5 lakh for refusing to transport a boy with special needs

According to the Directorate General of Civil Aviation, the country’s top air travel regulator, an investigation determined that “the handling of the special child by the Indigo ground employees was defective and ended up escalating the problem.”

“A more compassionate treatment would have smoothed the nerves, relaxed the youngster, and eliminated the necessity for the severe action resulting in refused boarding to the passengers,” the airline said in a statement.

“Extraordinary situations demand extraordinary responses, but the Airline staff failed to rise to the occasion, committing lapses in adherence to the letter and spirit of the Civil Aviation Requirements (Regulations”),” the statement said, adding that the competent authority has decided to fine the airline Rs 5 lakh.

The agency also stated that in order to avoid such scenarios, it will review its policies and make the necessary changes.

The ground crew’s reluctance to allow the youngster to board the plane drew significant condemnation, causing the aviation authority to initiate an investigation.

Manisha Gupta, a passenger on the Ranchi-Hyderabad flight on May 7, recounted the agony of the youngster and her parents after the crew refused to let them board.

According to the airline, the family was given with a hotel overnight and flew the next morning to their destination.

The DGCA issued a showcause notice to the airline earlier this month. The agency has previously stated that early results indicated that the passengers were treated “inappropriately.”

“The committee’s findings prima facie show inappropriate handling of passengers by Indigo workers, leading in various non-conformances with the applicable regulations,” the DGCA stated.

Jyotiraditya Scindia, Minister of Civil Aviation, had stated that there is “zero tolerance for such behaviour” and that “no human being should have to go through this.”