DGCA fines Indigo ₹5L for stopping child from boarding
NEW DELHI: Indigo was fined ₹5 lakh on Saturday because it denied a specially abled boy from boarding a flight at Ranchi airport on May 7, the Directorate General of Civil Aviation said on Saturday. The regulator found that the way the airline managed the situation only made it worse.
Special situations deserve extraordinary responses, but Indigo staff failed to rise to the occasion and in the process committed lapses in adherence to the letter and spirit of the Civil Aviation Requirements (Regulations), the directorate said in a statement.
“In view of this, the competent authority in the DGCA has decided to impose a penalty of ₹5 lakh on the airline under the provisions of the relevant aircraft rules,” director general Arun Kumar said.
On May 9, Indigo, India’s largest airline, said the child, accompanied by his parents, was “visibly in panic” and so was denied permission to board the Ranchi to Hyderabad flight. The ground staff waited for the child to calm down till the last minute, but to no avail, the carrier had said.
“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,” the DGCA said.
After the incident came to light, civil aviation minister Jyotiraditya Scindia said on May 9 he was personally investigating the matter, and promised appropriate action. “There is zero tolerance towards such behaviour. No human being should have to go through this! Investigating the matter by myself, post which appropriate action will be taken,” Scindia had tweeted.
The accompanying parents were also forced to stay back with the boy on May 7.
“In the case involving a special child with reduced mobility, who along with the other family members were denied boarding at Ranchi Airport on May 7, an enquiry was conducted by DGCA and based on the findings, a show cause notice was issued to Indigo Airline through its authorised representative,” said the statement.
“Further to meet the ends of justice, a personal hearing along with the opportunity of making written submissions was afforded by the DGCA, and after following the due process of law, it has been observed that the handling of the special child by the Indigo ground staff was deficient and ended up exacerbating the situation,” it added.
To avoid such situations in future, the regulator will revisit regulations and bring about changes that could entail advice of the airport doctor on the health of a passenger as well as advice of the aircraft’s pilot in allowing such passenger on board.
“Airlines should also revisit their standard operating procedures and training processes for dealing with such cases, in order to bring a more humane touch,” the DGCA said.