The DGCA stated that IndiGo should revisit their rules and regulations to bring necessary changes on handling specially abled passengers better.
CEO Ronojoy Dutta’s statement –
Henceforth, CEO Ronojoy Dutta stated that, ‘IndiGo will conduct an internal case study on how to better handle specially-abled passengers, especially when they are feeling distressed.’
The aviation company was fined Rs 5 lakhs penalty by DGCA for denying a special needs child for boarding on May 7.
However, a specially abled passenger was not permitted to board the Ranchi – Hyderabad flight as he was in panic condition.
Likewise, the official of airlines stated that the airlines will take note of DGCA instructions.
‘So, they have said a few things. They have said that in a situation like this, call the airport doctor.’ the CEO stated.
Furthermore, he added that, ‘And yes, we have put that in our SOPs (standard operating procedures) that whenever a situation like this arises, always consult the airport doctor’.
‘The DGCA had asked that IndiGo should try and improve the training of staff in terms of such sensitive cases’, he added.
We already have strong training for staff and crew members, but still we’ll do our own case study on the directions of DGCA and see what we can improve and learn, says the CEO.
The training for cabin crew members –
Ronojoy Dutta stated that airlines have about 100 of the foregoing trainers for doing special training of crew members and ground staff.
The apex regulator on last Saturday said that the ground staff of airlines have lacked in handling the child and worsened the situation.
‘A more compassionate behaviour would have made things easier.’
‘It would have calmed the child and would have obviate the need for the extreme step resulting in denied boarding to the passengers,’ DGCA mentions.
Henceforth, the regulator asked for revisiting their own rules and regulations to avoid such situations in future.
And also make 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.
Moreover, DGCA stated that there should be a written consultation with the captain of the aircraft for his or her opinion on allowing such a passenger on board.
