DGCA fines IndiGo Rs 5 lakh for not boarding child with special needs
"A more compassionate handling would have smoothened the nerves, calmed the child and would have obviated the need for the extreme step resulting in denied boarding to the passengers," said an aviation regulator.
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New Delhi, May 28: The Directorate General of Civil Aviation imposed a Rs 5 lakh fine on domestic carrier IndiGo in relation to case of a specially-abled child being denied boarding by the airline at Ranchi Airport on May 7.
"Special situations deserve extraordinary responses but the Airline 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)," it further stated.
On May 7, an IndiGo manager didn't allow a specially-abled child to board a flight at Ranchi Airport. According to an eye-witness account shared on Twitter, IndiGo allegedly announced that the specially-abled child was a flight risk.
He even compared the child's condition, teenage assertiveness, to that of drunken passengers. He judged the child unfit for travel. Ultimately, the flight departed for Hyderabad, leaving behind the child and their parents.
DGCA launched a fact-finding enquiry into the incident for which it has formed a 3-member committee. Based on findings of the committee, it had issued a show-cause notice to IndiGo. It also conducted a personal hearing and gave the opportunity to IndiGo to make further written submissions.
After following the due process, DGCA 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 the nerves, calmed the child and would have obviated the need for the extreme step resulting in denied boarding to the passengers," added the aviation regulator in an official statement.
"Special situations deserve extraordinary responses but the Airline 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)," it further stated.
"In view of this, the Competent Authority in DGCA has decided to impose a penalty of Rs. Five Lakhs on the airline under the provisions of the relevant Aircraft Rules," explained the DGCA.
Also Read | DGCA's fact-finding team to collect evidence within a week: Scindia on IndiGo incident
DGCA has suggested that airlines should also revisit their Standard Operating Procedures (SOPs) and training processes for dealing with such cases, in order to bring a more humane touch.
On May 7, an IndiGo manager didn't allow a specially-abled child to board a flight at Ranchi Airport. According to an eye-witness account shared on Twitter, IndiGo allegedly announced that the specially-abled child was a flight risk.
He even compared the child's condition, teenage assertiveness, to that of drunken passengers. He judged the child unfit for travel. Ultimately, the flight departed for Hyderabad, leaving behind the child and their parents.