New Delhi: Indigo Will conduct an internal case study on how to best handle specially abled travelerespecially when they’re feeling distressed, its CEO Ronojoy Dutta Said.
aviation regulator DGCA Last week on May 7, the airline had imposed a fine of Rs 5 lakh on the airline for refusing to board a disabled child at the Ranchi airport. IndiGo had said on May 9 that the boy was not allowed to board the Ranchi-Hyderabad flight as he was clearly visible. in panic.
Dutta said in an interview to PTI on Tuesday that the airline would not appeal against the Directorate General of Civil Aviation’s (DGCA) decision to impose fines.
“Some people are asking me this question – are you going to appeal? Absolutely not,” he said.
The official said the airline will take note of the findings of the DGCA and implement each 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 it in our SOPs (Standard Operating Procedures) that whenever such a situation arises, So always consult the airport doctor,” he mentioned.
He said that DGCA has said that IndiGo should try to increase the training of employees in terms of sensitivity.
“We already have strong training to deal with people with special needs. We are going to do a big case study on this and ask all our coaches (who train cabin crew members as well as ground staff) Will talk and see if we can learn.
“I think what the DGCA has said is that you should try to pacify the passenger,” Dutta said.
The IndiGo CEO said the airline needs to ask itself in such situations as to what it can do to pacify the troubled passenger.
“So, we are doing our internal case study,” he said.
He said the airline has about 100 coaches from the above who provide such specialized training to cabin crew members and ground staff.
“We’re bringing them all together and doing our case study. That’s what happened. This is the result. What should have been done differently? How can we be more sensitive in terms of using calming techniques with a client? So, we are going to look at all of that,” the CEO said.
The regulator had said last Saturday that the handling of special children indigo ground staff was lacking and exacerbated the situation.
It said more compassionate behavior could ease nerves, calm the child and reduce the need for extreme steps, resulting in passengers being denied boarding.
Since the child was denied boarding, the parents – who were with him – also did not board the plane on May 7.
The regulator had said that in order to avoid such situations in future, it will revisit its own rules, providing written opinion of the airport doctor on a passenger’s health before taking a decision to deny boarding to airlines. It will be mandatory to take
Further, the DGCA had said that the new rules would ensure that there is a written consultation with the captain of the aircraft for his opinion on allowing such a passenger on board.
The regulator had said that special circumstances require exceptional response, but the airline’s staff failed to rise to the occasion, and in the process, lapsed in complying with the letter and spirit of the Civil Aviation Requirements (Regulations).
In view of this, the competent authority in DGCA has decided to impose a fine of Rs 5 lakh on the airline under the provisions of the relevant Aircraft Rules, it was informed.
aviation regulator DGCA Last week on May 7, the airline had imposed a fine of Rs 5 lakh on the airline for refusing to board a disabled child at the Ranchi airport. IndiGo had said on May 9 that the boy was not allowed to board the Ranchi-Hyderabad flight as he was clearly visible. in panic.
Dutta said in an interview to PTI on Tuesday that the airline would not appeal against the Directorate General of Civil Aviation’s (DGCA) decision to impose fines.
“Some people are asking me this question – are you going to appeal? Absolutely not,” he said.
The official said the airline will take note of the findings of the DGCA and implement each 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 it in our SOPs (Standard Operating Procedures) that whenever such a situation arises, So always consult the airport doctor,” he mentioned.
He said that DGCA has said that IndiGo should try to increase the training of employees in terms of sensitivity.
“We already have strong training to deal with people with special needs. We are going to do a big case study on this and ask all our coaches (who train cabin crew members as well as ground staff) Will talk and see if we can learn.
“I think what the DGCA has said is that you should try to pacify the passenger,” Dutta said.
The IndiGo CEO said the airline needs to ask itself in such situations as to what it can do to pacify the troubled passenger.
“So, we are doing our internal case study,” he said.
He said the airline has about 100 coaches from the above who provide such specialized training to cabin crew members and ground staff.
“We’re bringing them all together and doing our case study. That’s what happened. This is the result. What should have been done differently? How can we be more sensitive in terms of using calming techniques with a client? So, we are going to look at all of that,” the CEO said.
The regulator had said last Saturday that the handling of special children indigo ground staff was lacking and exacerbated the situation.
It said more compassionate behavior could ease nerves, calm the child and reduce the need for extreme steps, resulting in passengers being denied boarding.
Since the child was denied boarding, the parents – who were with him – also did not board the plane on May 7.
The regulator had said that in order to avoid such situations in future, it will revisit its own rules, providing written opinion of the airport doctor on a passenger’s health before taking a decision to deny boarding to airlines. It will be mandatory to take
Further, the DGCA had said that the new rules would ensure that there is a written consultation with the captain of the aircraft for his opinion on allowing such a passenger on board.
The regulator had said that special circumstances require exceptional response, but the airline’s staff failed to rise to the occasion, and in the process, lapsed in complying with the letter and spirit of the Civil Aviation Requirements (Regulations).
In view of this, the competent authority in DGCA has decided to impose a fine of Rs 5 lakh on the airline under the provisions of the relevant Aircraft Rules, it was informed.