IndiGo to conduct internal study on how to better handle specially abled passengers: CEO


PTI, Jun 1, 2022, 9:53 AM IST

IndiGo will conduct an internal case study on how to better handle specially abled passengers, especially when they are feeling distressed, its CEO Ronojoy Dutta has said.

The aviation regulator DGCA had last week imposed a fine of Rs 5 lakh on the airline for denying boarding to a specially abled child at Ranchi airport on May 7. IndiGo had on May 9 said the boy was denied permission to board the Ranchi-Hyderabad flight as he was visibly in panic. Dutta, in an interview to PTI on Tuesday, said the airline would not appeal against the Directorate General of Civil Aviation’s (DGCA) decision to impose the fine.

”Some people are asking me this question — are you going to appeal? Of course not,” he said. The official said the airline will take note of the DGCA findings and implement each one of them. ”So, they have said a few things. They have said that in a situation like this, call the airport doctor. And yes, we have put that in our SOPs (standard operating procedures) that whenever a situation like this arises, always consult the airport doctor,” he mentioned.

The DGCA has said that IndiGo should try and enhance the training of staff in terms of sensitivity, he said. ”We already have robust training in place to deal with people with special needs. We are going to do a big case study on this and talk to all our coaches (who train the cabin crew members as well as the ground staff) and see what we can learn. ”I think what the DGCA has said is that you should try and calm the passenger down,” Dutta noted. The IndiGo CEO said the airline needs to ask itself in situations like this that what can it do about calming the distressed passenger. ”So, we are doing our own internal case study,” he added.

He said the airline has about 100 of the aforementioned coaches who do this kind of special training of cabin crew members and ground staff.

”We are getting them all together and doing our own case study. This is what happened. This is the outcome. What should have been done differently? How can we be more sensitive in terms of using calming techniques with a customer. So, we are going to look through all of that,” the CEO said.

The regulator had on last Saturday said that the handling of the special child by the IndiGo ground staff was deficient and ended up exacerbating the situation. A more compassionate handling would have smoothened nerves, calmed the child and obviated the need for the extreme step resulting in the passengers being denied boarding, it had mentioned.

As the child was denied boarding, the parents — who were accompanying him — also did not board the plane on May 7.

The regulator had said that in order to avoid such situations in the future, it would revisit its own regulations, making it mandatory for airlines to take the airport doctor’s written opinion on the health of a passenger before making a decision to deny boarding.

Moreover, the DGCA had said the new regulations would make sure that there is also a written consultation with the captain of the aircraft for his or her opinion on allowing such a passenger on board.

The regulator had said that special situations deserve extraordinary responses, but the airline’s staff failed to rise up to the occasion, and in the process, committed lapses in adherence to the letter and spirit of the Civil Aviation Requirements (regulations).

In view of this, the competent authority in DGCA has decided to impose a penalty of Rs 5 lakh on the airline under the provisions of the relevant aircraft rules, it had informed.

Udayavani is now on Telegram. Click here to join our channel and stay updated with the latest news.

Top News

BCCI vs PCB spar on CT venue as Naqvi denies receiving any official note from Indian board

After Yogi’s ‘batenge, katenge’ slogan, PM pitches for unity with ‘Ek hai, toh safe hai’ message

“Coming soon.. 2025”: KL Rahul and Athiya Shetty announce first pregnancy

Mangaluru: Unauthorized bus stops at signals fuel traffic woes and safety concerns

SC notice to Karnataka, DK Shivakumar on CBI plea against withdrawal of consent by state govt

Will remain active in politics till my last breath: JD(S) patriarch & ex-PM Deve Gowda

BJP calls Congress govt ‘laughing stock’ as ‘samosa politics’ heats up in Himachal

Related Articles More

UP women’s body proposes men shouldn’t tailor women’s clothes or cut their hair

After Yogi’s ‘batenge, katenge’ slogan, PM pitches for unity with ‘Ek hai, toh safe hai’ message

Bank fraud: ED seizes jewellery, cash worth over Rs 1 cr in raids against Bhopal-based company, directors

No greater feeling than serving those in need: Outgoing CJI D Y Chandrachud

CJI Chandrachud: A legacy of landmark verdicts that shaped society and some controversy too

MUST WATCH

Gho Pooja in Deepavali Festival

Melukote Deepavali

Ganapathi Co-operative Society Ltd

Udayavani Chinnara Banna 2024

Annapoorna Aahar | Food Places In Mysore


Latest Additions

BCCI vs PCB spar on CT venue as Naqvi denies receiving any official note from Indian board

Use Carnatic music to promote Kannada language: Nirmala Sitharaman

Udupi: Car collides with bike; Rider injured

UP women’s body proposes men shouldn’t tailor women’s clothes or cut their hair

NSE, BSE to be closed on Nov 20 for Maharashtra assembly polls

Thanks for visiting Udayavani

You seem to have an Ad Blocker on.
To continue reading, please turn it off or whitelist Udayavani.