India’s civil aviation minister has promised an investigation into the country’s biggest airline over allegations that it refused to allow a disabled teenager and his parents to board.
According to video and accounts of the incident posted online by fellow passengers, IndiGo Airlines officials barred the wheelchair user from boarding a flight from Ranchi in the eastern Jharkhand state on Sunday because he was in a “state of panic” and a “flight risk”.
The incident sparked a backlash against the low-cost airline on social media, with users accusing it of discrimination and insensitivity and many calling for the government to intervene.
Jyotiraditya Scindia, India’s Aviation Minister, said he was investigating the allegations.
“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,” Mr Scindia tweeted.
The incident came to light after another passenger, Manisha Gupta, shared details of the teenager's ordeal in a Facebook post.
Ms Gupta wrote that “the child had an uncomfortable ride to the airport and was confused, anxious and hungry by the time he reached the boarding gate, drawing the attention of the airline staff”.
While the teenager had been given juice, water and medicines, the staff told his parents that he would not be allowed to board the flight until he became “normal”.
“Threats, pleas, dialogue, negotiations, hands folded in request – nothing from the parents and circle of passengers worked in the face of that one person who had made up his mind last evening to fully exercise his power to exclude a child who did not fit into his definition of 'normal', 'safe' and 'fit' people,” Ms Gupta wrote.
IndiGo defended its staff, saying that they had to take the decision for the safety of other passengers.
“At the boarding area, the teenager was visibly in panic. The airport staff in line with the safety guidelines were forced to make a difficult decision. We as an organisation made the best possible decision under difficult circumstances,” it said.
The airline said staff had been trained to serve disabled passengers sensitively. The teenager had been offered an electric wheelchair.
India’s aviation regulator has asked for a report from the airline, while the national child rights body has asked the police to file a criminal case against the private carrier.
