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Delhi Airport: IndiGo Staff Argues and Manhandles Passenger

IndiGo staff argues and manhandles passenger

Delhi’s Indira Gandhi International Airport: A passenger being manhandled by IndiGo staffers has emerged and is going viral on social media. The passenger identify as Rajeev Katyal and the incident took place at Delhi’s Indira Gandhi International Airport on 15 October. The video was captured by an airline employee who was trying to intervene.

Debate on Indigo misbehave

In the video Katyal arguing with some ground officials and telling them to do their job properly instead of ordering the passengers around. The officials then stop him from boarding the shuttle and push him around. When he fights back, he is pinned to the ground by around three officials.

IndiGo president, Aditya Ghosh issue a statement regarding this incident. In the statement Ghosh says, “Treating our customers with respect is core to what we do. Every day we take tens of thousands of happy customers to where they need to get to. It is for this reason that customers choose IndiGo more number of times than any other airline in the country.

An incident happened in Delhi airport which is entirely the opposite of this and against what we stand for at IndiGo. The video of this incident came to our attention and we took action. Even while the investigation was going on we immediately suspended the involved employees.  I personally spoke to the customer and apologised to him the very same day.”

 “Whatever the provocation, our staff was completely out of line and didn’t follow the procedures. I acknowledge the unpleasant experience our passenger went through, while engaging with our staff.

IndiGo president to Passenger

Once again, my personal apologies as this do not reflect our culture. At IndiGo, dignity of our passengers and staff is of utmost importance. Any act that compromises the dignity of either is of a serious concern to us. Under the code of conduct violation, this incident investigate by the committee.
He instigating and aggravating the situation. He is the exact opposite of what IndiGo’s customer service aims to be. Once again my personal and sincere apologies to the affected passenger,” he state further.

Katyal told a TV channel, “I was standing in the shade of a plane when a ground staff started shouting at me in a very rude manner. I asked him why don’t you arrange the third bus for which we are waiting. Meanwhile, when the bus came two people said let’s teach him a lesson and one of them pulled me out of the bus.”

Aviation Minister Jayant Sinha spoke to IndiGo’s founder Rahul Bhatia and sought a detailed report of the incident. He also added that once Katyal files a criminal complaint against the employees, they would lose their security clearance for airport passes and will no longer be able to work in the aviation industry.

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