IndiGo Airlines issued an apology on Saturday in response to allegations made by Indian para-athlete Suvarna Raj of not meeting passenger requirements. The airline expressed its commitment to inclusivity and pledged to address the matter. In a statement IndiGo mentioned, “We are in contact with Suvarna Raj and conducting an investigation into the issue. We remain dedicated to maintaining the standards of customer experience and apologize for any inconvenience caused to Suvarna Raj.”
Suvarna Raj accused IndiGos crew members of mistreating her during her flight from Delhi to Chennai. She claimed that her repeated requests for her wheelchair at the aircraft door were ignored. Additionally, she stated that her wheelchair, valued at ₹3 lakh, was damaged by the airline crew and requested compensation for repair costs.
Adding to these concerns, Suvarna Raj highlighted another incident at Kolkata airport where another passenger using a wheelchair faced insensitivity during security clearance. Arushi Singh shared her experience on social media platform X describing an encounter with a Central Industrial Security Force (CISF) personnel who asked her to stand up times despite her disability.
Singh shared her experience at the security clearance at Kolkata airport, where an officer asked her to walk into the kiosk despite knowing about her disability. Despite explaining her inability to comply with the officer, the officer requested her to stand for two minutes. Singh expressed frustration with the lack of sensitivity shown by the security personnel, emphasizing that she has had this disability since birth.
The broader issue raised by Suvarna Raj sheds light on the need for increased awareness and training regarding the treatment of passengers with disabilities, both by airline staff and airport security personnel. IndiGo’s commitment to a thorough investigation and addressing the matter reflects their acknowledgment of the importance of upholding high standards of customer experience for all passengers.
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