IndiGo Airline’s ground staff manhandled and dragged the passenger at Indira Gandhi Airport on October 15. The incident happened when 6E 487 flew into Delhi from Chennai.
The passenger Rajiv Katyal got into argument with two ground staffs and he allegedly abused them. The ground staffs blocked Katyal from the boarding bus which was taking passengers to the terminal.
Mr. Katyal seems to arguing over the late arrival of the coach, to which the ground staffs refrain from abusing. Mr.Katyal possibly in his 50s was physically prevented from boarding the coach by airlines staffers. This make the situation worst and the airlines staff dragged him and when he tries to break free but the employees pin him down to the ground.
IndiGo airlines suspended its employees after a video went viral about the incident on Tuesday.
The matter was reported to Delhi Police, but was “amicably sorted out”, police said. DCP (airport) Sanjay Bhatia said they received a PCR call on October 15. “The passenger, Rajeev Katyal, was waiting for a coach bus. There was an altercation between Indigo staff and the passenger, but he matter was amicably sorted out,” the DCP said.
IndiGo president Mr. Aditya Ghosh called up the passenger and apologized. “My personal apology as this does not reflect our culture,” he said in a statement. “Treating our customers with respect is core to what we do… An incident happened at the Delhi airport which is… against what we stand for at IndiGo. We immediately suspended employees involved.”
“Under the code of conduct violation, this incident was investigated by the designated committee and stern action was taken against the staff who was the main culprit by immediately terminating his employment. He was the one found instigating and aggravating the situation. He is the exact opposite of what IndiGo’s customer service aims to be,” Ghosh added. “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,” he further said.