Staff made best possible decision under difficult circumstances: IndiGo CEO on boarding row

IndiGo CEO Ronojoy Dutta has issued an apology and offered to buy an electric wheelchair for the specially-abled child who was barred from boarding a flight at the Ranchi airport. He, however, backed his staff’s decision to not allow the child to board the aircraft, saying “we made the best possible decision under difficult circumstances.”

“Throughout the check-in and boarding process our intent of course was to carry the family, however, at the boarding area the teenager was visibly in panic. While providing courteous and compassionate service to our customers is of paramount importance to us, the airport staff, in line with the safety guidelines, were forced to make a difficult decision as to whether this commotion would carry forward aboard the aircraft,” a statement from Dutta said.

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“Having reviewed all aspects of this incident, we as an organization are of the view that we made the best possible decision under difficult circumstances.”

“We offer our sincere regrets to the affected family for the unfortunate experience and as a small token of our appreciation of their lifelong dedication would like to offer to purchase an electric wheelchair for their son,” the statement added.

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The child was barred from boarding IndiGo’s Ranchi-Hyderabad flight on Saturday, his parents, who were with him, also decided to not enter the plane. The incident came to light after other passengers posted about this incident on social media on Sunday.

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Commenting on one such social media post regarding this incident, Aviation Minister Jyotiraditya Scindia said on Monday said on Twitter, “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.”