IndiGo suspends staff for refusing ticket to disabled
MUMBAI : Following DNA’s report on Sunday of how a visually-impaired Tata Institute of Social Sciences student Tony Kurian, 22, was repeatedly denied a flight ticket unless he agreed to be accompanied by an escort or a guide dog, IndiGo has suspended, with immediate effect, the outsourced call centre executives, who repeatedly refused to facilitate the tickets.
A statement from airline president Aditya Ghosh says IndiGo had spoken to Kurian and had assured him that “IndiGo, has no such policy that discourages visually challenged passengers from travelling with us or insisting that they are accompanied by escorts or guide dogs.”
“It is indeed a shocking incident and this kind of unacceptable behaviour calls for immediate action, including a training intervention.Hence, we have internally circulated an email reiterating the Directorate General of Civil Aviation guidelines (on disabled passengers) to our staff.”
Pointing out that IndiGo is the only airline that has a boarding ramp to allow wheelchairs and stretchers to be taken into the aircraft, the statement also mentions the ‘auto-step bus’ to assist them and senior citizens.
“We regret the inconvenience caused to Kurian, and hope he will see this experience as an aberration and not the rule at IndiGo,” the statement said.
Ghosh also mailed Kurian on Saturday apologising for the incident. But, the apology was in variance with the call centre staff who refused Kurian tickets three times. Irked such an “unacceptable behaviour”, the airline has taken strong action against the “errant” call centre executives by suspending them with immediate effect.
When DNA spoke to Kurian, he said he was glad that his stand was vindicated. “I want to thank the airline for such prompt and stern action.”
http://www.dnaindia.com/mumbai/report_indigo-suspends-staff-for-refusing-ticket-to-disabled_1655966
Another airline snubs the disabled
26-FEB-2012
MUMBAI It would appear that all the Indian airlines are vying with each other to enter the Hall of Shame.
Close on the heels of the shameful incident on February 19, 2012 where Spice Jet offloaded a passenger, Jeeja Ghosh, because she suffered from cerebral palsy, comes another incident, this time involving Indigo Airlines. Tony Kurian, 22, a visually impaired student of the development studies programme at the Tata Institute of Social Sciences, Mumbai, has been repeatedly denied tickets by Indigo because of his impairment, and his tale of woe goes back to October 2011.
“I first tried to book tickets on October 17, 2011 for a flight to Cochin on June 22, 2012. I was refused a ticket. The airline told me that ‘a blind passenger may not avail of their services unless accompanied by an escort or a guide dog.’ I tried to point out thatthis was in violation of the Directorate General of Civil Aviation (DGCA) guidelines, but they were adamant about what they called their airline policy,” says a bitter Kurian.
Then, following the uproar over the ill-treatment meted out to Jeeja Ghosh in Kolkata by SpiceJet, Kurian tried again on February 23. “I was hopeful that the Kolkata incident and the outrage it generated would have cured Indigo of such policies, but I was humiliated again, and a ticket was refused to me on the very same grounds.”
The DGCA Guidelines clearly state, “Many persons with disabilities do not require constant assistance for their activities. Therefore, if the passenger declares independence in feeding, communication with reasonable accommodation, toileting and personal needs, the airlines shall not insist for the presence of an escort.” It further states, “All airlines shall provide necessary assistance to persons with disabilities/ impairment who wish to travel alone without an escort.”
Indigo violated the DGCA rules in their treatment of him, says Kurian. “Instead of honouring their obligation to provide me all ‘necessary assistance’, they denied me even the basic right to travel independently.”
When contacted, Indigo spokesperson Sakshi Batra said this was “a training issue and not a policy one.” She added, “Indigo’s policies are disabled-friendly. The company will investigate and find out who was responsible for conveying this wrong picture. We will also get in touch with the passenger to address his concerns.”
After DNA’s conversation with the Indigo spokesperson, Indigo president Aditya Ghosh wrote to Kurian, apologising for the incident. “At IndiGo, we have no such policy that discourages visually challenged passengers from traveling with us or insisting that visually challenged passengers are accompanied by guide dogs!...I can only personally apologise to you,” says the letter. After this apology from the company president, Kurian tried three times to book tickets on February 25, again without success. And at the time of going to press, Kurian still did not have a ticket from Indigo, an apology from the Indigo president notwithstanding.
Besides Spice Jet and now Indigo, earlier in September 2011, GoAir had stopped a visually challenged woman from boarding a flight, as had Kingfisher in May 2011. Clearly, the malaise of insensitivity towards the disabled is not a rarity in the aviation sector.
http://www.dnaindia.com/mumbai/report_another-airline-snubs-the-disabled_1654996
'Airlines treat disabled passengers as sack of vegetables'
Feb 24, 2012
NEW DELHI : After SpiceJet, Jet Airways has been accused of showing apathetic behaviour towards a disabled woman who was not only denied an aisle wheelchair to deboard the plane but also threatened to be bodily lifted by loaders out of the aircraft.
The incident happened with Anjalee Agarwal, who is suffering from Limb Girdle Muscular Dystrophy - a progressive neurological condition in which a person is unable to stand or move and has to be confined to a wheelchair, on a Jet Connect flight (9W 2211) from Delhi to Raipur on February 20.
The incident cam a day after differently-abled woman Jeeja Ghosh was offloaded from a SpiceJet flight.
"My ordeal started from Delhi airport. When I was asked by the boarding pass issuing staff, if 'I am fit to fly'. When I asked 'what do you mean', he stared at me and asked me to sign an indemnity bond.
"When I refused, he said 'it's our rule and you can't fly without signing this'. I had to sign it, as I could not afford to miss the flight," alleged Agarwal, who is a frequent flyer and also executive director of an NGO that works on creating accessibility awareness.
In a statement, Jet Airways said the guest travelling by 9W 2211 reported at the check-in counter at Delhi with a fractured leg which had a plaster on and explained it was due to a recent surgery.
"As per standard procedure, the check-in staff got the guest to sign an indemnity bond. Also she was informed there were no ambulifts at Raipur," the statement said.
"The guest boarded from Delhi with the help of a wheel chair," a Jet Airways spokesperson said.
When she reached Raipur airport, Agarwal alleged that inspite of airlines crew assurance of getting an aisle wheelchair on board, flight supervisor Niranjan Sen pressurised her to be bodily lifted by four male loaders with the "excuse that while deboarding at Raipur they do not have aisle chairs in smaller cities."
"Hence I was ordered to be bodily lifted till the gate of the aircraft and then transferred to the big wheelchair and then carried down the steps," Agarwal, who has filed a complaint with the Chief Commissioner for Persons with Disability, the Director General of Civil Aviation and Ministry of Civil Aviation, said. When Agarwal protested at being bodily lifted by male loaders above, "Sen threatened me that they will not deboard me instead take me back to Delhi as the flight was going back to Delhi," Agarwal alleged.
The airline allegedly allowed boarding of passengers in midst of all this commotion and even before she deboard the plane.
"I kept fighting for making an aisle chair available and refused to both - 'bodily lifting and carried back to Delhi." she said.
Meanwhile, junior supervisor allegedly told her that she had not put a request for wheelchair while booking the tickets.
"When I said, I did made a wheelchair request at Delhi airport and also while booking tickets, he said, 'wheelchairs users cannot book tickets through web booking'. This came as a bigger shock to me because I did book tickets online and with wheelchair request," an agitated Agarwal said.
Finally, after 35 minutes of her protest, a "Jet airways" aisle chair appeared.
"With ruthlessness and extreme rudeness, I was transferred into the aisle chair and literally thrown down the steps, as if they are all trying to get rid of me," she alleged.
Agarwal said, "I think, it is quite obvious that what airlines do is book tickets, make money, and treat disabled passengers as "noonincoops" to be loaded by loaders, as if we are "sack of vegetables".
Jet Airways further said that Agarwal was brought up to galley area from where she walked up to her alloted seat in the aircraft.
On arrival at Raipur, Jet Airways staff met the passenger and offered her wheel-chair assistance.
"She was requested to walk up to the galley and avail the wheel chair which was kept there for her," the spokesperson said.
The guest was reluctant to allow the Jet Airways to assist her from her seat to the wheelchair. Ultimately, Jet Airways staff persuaded the guest to use the available facilities at the airport and helped her de-plane, the statement said.
The DGCA has issued guidelines about the Carriage by Air of Persons with Disability or Reduced Mobility, under the provisions of Rule 133 A of the Aircraft Act 1937.
Section 4 of the CAR says that no airline should refuse to carry persons with disability or reduced mobility and also incorporate appropriate provisions in online form for booking tickets so that required facilities are made available to such passengers.
http://articles.economictimes.indiatimes.com/2012-02-24/news/31095284_1_wheelchair-delhi-airport-9w
Jet accused of mistreating disabled woman, inquiry ordered
Days after SpiceJet offloaded a differently-abled person from a flight, Jet Airways has been accused of showing apathetic behaviour towards a disabled woman, even as the airline and aviation regulator DGCA launched separate probes into the incident.
The incident occurred on Monday when Anjalee Agarwal, who suffers from Limb Girdle Muscular Dystrophy - a progressive neurological condition in which a person is unable to stand or move and is confined to a wheelchair, was allegedly denied a wheelchair to get off the plane and threatened to be bodily lifted by male loaders.
As the airline launched an enquiry, official sources said the DGCA was also probing the incident.
The incident on a Jet Konnect flight (9W 2211) from Delhi to Raipur occurred a day after differently-abled woman Jeeja Ghosh was offloaded from a SpiceJet flight.
A Jet Airways spokesperson said the incident on board the Delhi-Raipur flight has been reported at the Mumbai headquarters of the airline.
"Company headquarters is investigating the issue by approaching concerned airports and will revert with the findings on the matter," the airline spokesperson said.
Agarwal, a frequent flier and executive director of an NGO that works on creating accessibility awareness, said her "ordeal" began from Delhi airport when she was asked by the airline staff, "if 'I am fit to fly'. When I asked 'what do you mean', he asked me to sign an indemnity bond.
"When I refused, he said 'it's our rule and you can't fly without signing this'. I had to sign it, as I could not afford to miss the flight."
When she reached Raipur, Agarwal alleged that despite the crew assuring her of getting a wheelchair, flight supervisor Niranjan Sen pressurised her to be bodily lifted by four male loaders with the "excuse that while deboarding at Raipur they do not have aisle chairs in smaller cities."
"Hence I was ordered to be bodily lifted till the gate of the aircraft, then transferred to the big wheelchair and then carried down the steps," Agarwal, who has filed a complaint with the chief commissioner for persons with disability, the director general of civil aviation and civil aviation ministry, said.
When Agarwal protested at being bodily lifted by male loaders, "Sen threatened me that they will not deboard me instead take me back to Delhi as the flight was going back to Delhi," she alleged, adding that in the midst of the commotion, the airline allowed boarding of passengers even before she got off.
Meanwhile, junior supervisor allegedly told her that she had not put a request for wheelchair while booking the tickets.
"When I said, I did make a wheelchair request at Delhi airport and also while booking tickets, he said, 'wheelchairs users cannot book tickets through web booking'. This came as a bigger shock to me because I did book tickets online and with wheelchair request," an agitated Agarwal said.
Finally, after 35 minutes of her protest, a "Jet airways" aisle chair appeared.
The DGCA has issued guidelines about the Carriage by Air of Persons with Disability or Reduced Mobility, under which no airline should refuse to carry persons with disability or reduced mobility and also incorporate appropriate provisions in online form for booking tickets so that required facilities are made available to such passengers.
http://www.hindustantimes.com/India-news/NewDelhi/Jet-accused-of-mistreating-disabled-woman-inquiry-ordered/Article1-816383.aspx
Differently-abled woman offloaded from SpiceJet flight
20-FEB-2012
KOLKATA : A woman suffering from cerebral palsy was offloaded from a SpiceJet flight at the Kolkata airport on Sunday as the pilot reportedly found her unfit to fly on her own. An airline source said the pilot mistook the passenger for a mentally challenged patient.
The incident occurred soon after Jeeja Ghosh, 42, a teacher at Kolkata’s Indian Institute of Cerebral Palsy, boarded the flight. Ghosh was on her way to Goa to attend a conference where she was to deliver a lecture on mainstreaming the differently-abled.
Ghosh said she reached the airport at 7 am, checked in and was escorted to the flight by an assistant. She was seated in the plane when a flight assistant reportedly asked for her boarding pass and then told her to leave her seat and accompany them. Ghosh was made to deboard the flight, put in a car and taken back to the airport.
According to Ghosh, she was taken to the airport office, where she learnt that it was the pilot, Utprabh Tiwari, who wanted her offloaded. The assistant manager and other personnel reportedly said they were helpless and had failed to convince the pilot.
Ghosh said the airline staff refused to give her a written statement stating the reason for de-boarding her. “It is painful to see the attitude of the airport personnel. Perhaps they thought that I am mad, and that is why they did not allow me to board the flight,” she said.
While the airline later apologised and offered to fly her to Goa the next day, Ghosh has filed a complaint with the authorities.
In a statement, SpiceJet regretted the incident and said it has apologised for the inconvenience caused to the passenger. “We are investigating the matter internally and action will be taken,” the airline said.
As per the Directorate General of Civil Aviation’s guidelines, airlines cannot refuse to carry a differently-abled passenger. In fact, they have been advised not to insist on medical clearance or special forms unless they have information that the passenger either suffers from some contagious disease or would require attention during flight to maintain their health.
http://www.indianexpress.com/news/differentlyabled-woman-offloaded-from-spicejet-flight/914229/0
