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Groundstaff only trying to prevent a potential mishap: IndiGo on manhandling incident

  •   Wed, Nov 08 2017 04:50:00 PM

New Delhi, Nov 8 (TNN): IndiGo today defended the action of the groundstaff involved in the manhandling of a passenger last month, saying its staff was "only trying to prevent a serious potential mishap".

In a letter written to the civil aviation minister Ashok Gajapathi Raju on Wednesday, IndiGo president Aditya Ghosh also said he personally called the manhandled passenger, Rajeev Katyal to apologise.

Ghosh's letter came following summon by the civil aviation minister to all the parties involved in the manhandling incident of October 15.

"The reality is that my colleagues were only trying to act in the best interest of the safety of Mr. Katyal and trying to prevent a potential serious mishap," said Ghosh.

The IndiGo president acknowledged that there is a need to improve communication with the customers, Ghosh added.

"Employees were immediately suspended and we conducted detailed investigation. Incident should have been avoided by improving our communication with customer," said Ghosh.

"I personally called & apologised to Mr Katyal (customer) 3 weeks ago. I remember telling him that I had seen video and assured him that we will investigate this matter thoroughly."

The manhandling incident, which occurred on October 15, came to light after a video was released yesterday of the tussle, filmed by an employee of IndiGo.

After alighting from the Airbus A-320 on a Delhi-Chennai Indigo flight, a passenger Rajiv Katyal got into an argument with some ground staff and allegedly abused them. What sparked this argument has not been ascertained yet. Two or three IndiGo ground staffers then stopped Katyal from boarding the bus which was taking passengers to the terminal. They then manhandled him and dragged him on the tarmac for over a minute.

Earlier on Wednesday, BJP spokesperson Shahnawaz Hussain said "arrogant behaviour has become a norm for IndiGo". He was referring to an incident involving badminton star PV Sindhu.

On November 4, Sindhu took to social media to allege that one of the Indigo's staff had misbehaved with her.
  

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Comment on this article

  • Edward, Mangalore/Bangalore

    Thu, Nov 09 2017

    This here begins your down fall Indigo. Mark my words. You're simply senseless. You should have a more customer friendly approach, especially while there is so much of competition.

    It is good that as a employer, you support your staff, but being in the service industry you should set ground rules for your employees to show restraint and not go beyond the line drawn. If the passenger has gone beyond the rules, there is always the airport security. It is none of your God damn business to treat passengers like the way you treated him.

    Shame on you Aditya Ghosh

    DisAgree Agree [4] Reply Report Abuse

  • vincent rodrigues, Katapadi/Bangalore

    Thu, Nov 09 2017

    Nothing to defend when the staff of Indigo misbehaved with the passenger when they are working for a service industry where customer is a king

    DisAgree Agree [7] Reply Report Abuse

  • Ravi, Mlore/USA

    Thu, Nov 09 2017

    The Civil Aviation Dept must set forth rules for defining an unruly passenger on the airside of airport. Also the procedure to deal with such a passenger must be issued in writing. Usually this would entail calling the police to deal with the passenger. Airline employees should only physically engage the passenger if he/she is an immediate threat to the safety of the staff, other passengers or the passenger him/herself. Indigo should have a written policy if they do not have one. If there was a policy in place that was violated, then the employees should be disciplined or fired.

    DisAgree Agree [3] Reply Report Abuse

  • SMR, Karkala

    Wed, Nov 08 2017

    Aditya Ghosh, President and Whole Time Director of IndiGo seems like in wrong business . He should better concentrate his business in security rather than operating private airliner. As an President of private airliners he should know that there are Central Industrial Security Force (CISF) and very well trained Airport emergency response team available 24 hours day and 365 days in a year to handle any potential mishap. In addition to that NIA under Home ministry has special response team for such situations.
    In the video, the rowdy staff are seen refused to let the passenger board the bus after he arrived in Delhi from Chennai. The video start with a heated argument between Katiyal and the ground staff of IndiGo airlines.
    This incident has come within few days after Olympic silver medallist PV Sindhu tweeted about 'a very bad experience' on an Indigo flight while travelling from Hyderabad to Mumbai.
    Sindhu claimed that a member of Indigo's ground staff spoke very rudely with her while she was about to board the flight.
    IndiGo backed ground staff after PV Sindhu's claims of mistreatment on Mumbai-bound flight and did so again.
    It should be also noted there was viral video caught airline staff stealing unzipping the passenger luggage inside the cargo compartment of an aircraft.In the past two employees of the private airlines ‘IndiGo’ stole a whopping 10 lakhs from the bag of a passenger at Lokpriya Gopinath Bordoloi International Airport in Guwahati.
    This explanation from Director is short comparing to the humiliation meted to the passenger. A passenger has every right to question when he is charged for 'passenger development fee', 'user development fee arrival', 'user development fee departure' in addition to the base fare.
    I would request Ministry of Civil Aviation to 'blacklist' this airline and ask for written apology to the passenger. The airliner should also be sued for such behaviour & Ground staff should be booked by CISF.
    JaiHind

    DisAgree [1] Agree [19] Reply Report Abuse

  • Tom Cat, Navi Mumbai

    Wed, Nov 08 2017

    We Indians have no standard , just because indigo give cheap tickets we buy them and we will continue to buy them. Ladies if you just fought with your husband why not book your husband on indigo. bye

    DisAgree [2] Agree [12] Reply Report Abuse

  • Praveen Kumar shetty, Mangalore

    Wed, Nov 08 2017

    Ban indigo

    DisAgree [3] Agree [13] Reply Report Abuse

  • Stevan Menezes, Shirva /Mumbai

    Wed, Nov 08 2017

    Indigo can give as many excuses as possible but they have lost it all.
    Already many have taken decision not to fly by this airline.
    Better to spread awareness of such companies by forwarding the news and videos and see their aircrafts parked and getting junked
    Happy closure to Indigo.

    DisAgree [1] Agree [22] Reply Report Abuse

  • Astrology predictor, Karnataka/India

    Wed, Nov 08 2017

    Dear passengers "So to avoid such incidents in the future, Indigo may give GUNS to their staff on the ground and in the flight" So you all think whether to travel by Indigo???????????????.

    DisAgree [1] Agree [24] Reply Report Abuse

  • Felix Baptist Dsouza, Shirva,Bahrain

    Wed, Nov 08 2017

    To be on track please avoid booking of indigo and take other airlines , they will change the attitude, when flights empty running,Arguments are not the solution, stop travel by Indigo, teach the lesson.

    DisAgree Agree [20] Reply Report Abuse

  • Praja kiya, Kudla

    Wed, Nov 08 2017

    Shame on Aditya Ghosh no doubt his employees behaving so rudely. He is not fit to be in his position if he claiming action was to prevent potential mishap. If he has seen video then he should not have been commenting like this, his comments further tarnishing the image of INDIGO.

    DisAgree Agree [23] Reply Report Abuse

  • Francis Saldanha, Bahrain

    Wed, Nov 08 2017

    The explanation given by IndiGo airlines chief is nothing but covering up the whole issue. The reality is, one can see in the video footage published on The Indian Express will give you the complete scenario and how ruthlessly manhandling the passenger and that too a senior citizen at the airport tarmac…Shame on that groundstaff of IndiGo who were involved in this incident

    DisAgree [1] Agree [22] Reply Report Abuse

  • Albert, Mangalore

    Wed, Nov 08 2017

    Aditya Ghosh can be a big time Bollywood story write in future!

    DisAgree [4] Agree [23] Reply Report Abuse

  • Ivar, Mangalore

    Wed, Nov 08 2017

    Arrogance is IndiGo's motto. It is shown in the statement it's President mr. Ghosh and also by the employees.
    The only way to teach a lesson to all those arrogant airlines is that everyone should boycott IndiGo. Please cancel your bookings on IndiGo. Sacrifice the cancellation charges for better aviation environment in India.

    DisAgree [1] Agree [17] Reply Report Abuse

  • Ahmed K.C., Mangalore

    Wed, Nov 08 2017

    Ground staff must be trained how to behave with elderly persons. Elderly persons generally suffer with diabetics, blood pressure and some other old age related illnesses. However, Mr. Rajeev Katyal may have been little rude talking to the ground staff. But, It's totally unacceptable the way ground staff pounced on Mr. Rajeev Katyal and held him by neck.
    It's a murder attempt.

    DisAgree Agree [22] Reply Report Abuse


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Title: Groundstaff only trying to prevent a potential mishap: IndiGo on manhandling incident



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