IndiGo Announces Internal Case Study After Airline Fined For Denying Boy With Special Needs

Last week, the aviation regulator said the handling of the special child by the IndiGo ground staff was deficient and ended up exacerbating the situation

IndiGo Airline

Source : ANI

New Delhi: After IndiGo was fined Rs 5 lakh for denying boarding to a boy with special needs at Ranchi airport, the airline aims to conduct an internal case study on how to better handle passengers with disabilities and special needs, especially when they are feeling distressed, informed CEO Ronojoy Dutta, according to news agency PTI report. Last week, the aviation regulator DGCA imposed a fine of Rs 5 lakh on the airline over the incident on May 7.

On May 9, the airline said the boy was denied permission to board the Ranchi-Hyderabad flight as he was "visibly in panic". The airline would not appeal against the Directorate General of Civil Aviation's (DGCA) decision to impose the fine, said Dutta.

No appeal against DGCA order

"Some people are asking me this question - are you going to appeal? Of course not," he added, as per the report. In its response, the airline will take note of the DGCA findings and implement each one of them, said the airline CEO..

"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," added Dutta.

Apart from this, the DGCA also suggested the airline to try and enhance the training of staff in terms of sensitivity.

Conduct a case study

"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," said Dutta in reference to the incident. 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.

While the CEO stated that 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.

DGCA directions to the airline

Last week, the aviation regulator said 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. Since the child was denied boarding, parents accompanying him also could not board the plane.

In order to prevent such situations in the future, the aviation regulator 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.

New regulations to avoid such situation in the future

The aviation regulator 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 Rs5 lakh on the airline under the provisions of the relevant aircraft rules, it had informed.