Civil Aviation Ministry seeks report from DGCA in IndiGo staff-passenger scuffle

ANI | Updated: Nov 07, 2017 22:23 IST

New Delhi [India], November 7 (ANI): Civil Aviation Minister Ashok Gajapathi Raju on Tuesday deplored the IndiGo staff-passenger scuffle and sought a report from the Directorate General of Civil Aviation (DGCA).

"We are seeking a report from the Directorate General of Civil Aviation (DGCA). Violence of any sort is deplorable and should result in criminal action," Raju said.

A video of an IndiGo staff and a passenger engaging in a brawl at Delhi's Indira Gandhi International Airport has surfaced on social media today.

The video of the incident, which took place on October 15, shows the duo thrashing and abusing each other. It also shows the airline staff holding the passenger down by the throat.

A passenger namely Rajeev Katiyal, who arrived from Chennai, was waiting for coach bus when he engaged into an altercation with the IndiGo staff namely Jubi Thomas due to misunderstanding.

The passenger allegedly abused the staff following which they stopped Katyal from boarding the bus which was to take him to the terminal.

They then manhandled him and pinned him to the ground by his throat.

Sanjay Bhatia, IGI Airport DCP, confirmed receiving a PCR call regarding the scuffle between the passenger and IndiGo employees on October 15. "Passenger Rajeev Katiyal, who had flown in from Chennai, was waiting for coach bus. There was altercation between IndiGo staffer Jubi Thomas and the passenger due to a misunderstanding. The matter was amicably sorted out and call was filed."


IndiGo, however, apologised for its staff's misconduct and said that stern action was taken against the staff under the code of conduct violation.

"I acknowledge the unpleasant experience our passenger went through, while engaging with our staff at Delhi airport. My personal apologies as this do not reflect our culture. I had personally spoken to the passenger and asked for an apology. Once again my personal and sincere apologies to the affected passenger," IndiGo president Aditya Ghosh said, in a statement.

He further said that at IndiGo, the dignity of passengers and staff was of utmost importance and any act that compromised the dignity of either was of a serious concern.

"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. An incident happened at the Delhi Airport, which is entirely the opposite of this and against what we stand for at IndiGo. The video of this incident came to our attention and we took action," he added

The IndiGo official further said that the involved employees were suspended immediately, even while the investigation was going on.

"I personally spoke to the customer and apologised to him the very same day. Whatever may have been the provocation, our staff were completely out of line and didn't follow the laid down procedure," he said. (ANI)