The Directorate General of Civil Aviation (DGCA) on Saturday imposed a fine of Rs 5 lakh on IndiGo for denying boarding to a specially-abled child in Ranchi on May 7.
In a statement, DGCA chief Arun Kumar said that the handling of the special child by 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,” read the order.
“Special situations deserve extraordinary responses but the airline’s 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 noted.
“In view of this, the competent authority in the DGCA has decided to impose a penalty of Rs 5 lakh on the airline under the provisions of the relevant Aircraft Rules,” it added.
Based on the findings during the enquiry, a show cause notice was issued to IndiGo Airlines through its authorised representative, it stated.
The DGCA said in order to avoid such situations in the future, it would revisit its own regulations, making 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, it said that the new regulations would make sure that there is also a written consultation with the captain of the aircraft for his or her opinion on allowing such a passenger on board.
On May 7, IndiGo had “inappropriately” denied boarding to the Hyderabad-bound specially-abled child, and thereby his accompanying parents also did not go.
Some doctors travelling on Ranchi-Hyderabad of May 7 had also requested the airline to let the child, and thereby his parents, board the flight.
They had assured to provide support in case the child suffered a health episode on the flight. However, “in line with safety guidelines” - as the airline was to later state - the child was denied boarding.
The incident was brought to light in a Facebook post by a passenger at the airport who was waiting to board another flight. Soon after the video of the incident went viral on social media, the DGCA had formed a three-member team and initiated a probe. It also sought a report from the airline. .
The three-member team’s preliminary findings had on May 16 found IndiGo to be in violation of its regulations, and therefore, the airline was issued a show-cause notice.
In order to ensure justice, it conducted a personal hearing and allowed the parties to give their written submissions on this incident.