News Leak Centre

No Fear No Favour

IndiGo flight offloads Bengaluru Doctor for complaining about mosquito in flight; called terrorist instead

As what should be the world-class services and customer satisfaction to be the utmost priority for the companies, they go extra miles to retain their valued customer to themselves. But it seems like Indigo airlines staffers have forgotten the basic rule of the hospitality, the customer’s respect.

In another matter of customer manhandling, Indigo flight offloaded a Bengaluru based cardiologist, Dr Saurabh Rai, at Lucknow airport after his complaints about mosquitoes aboard the aircraft turned into an altercation with the flight crew. IndiGo said he had used “threatening language” and words such as “hijack” and that they had acted according to safety protocols

Dr Rai boarded the aircraft at around 6 in the morning on Monday. According to the news reports, soon after entering the aircraft, Rai complained of mosquitoes and asked the crew to address the problem to which he was rudely handled and was asked to sit down quietly.

This altercation leads to a heated argument with the staffers and airline asked him to leave the aircraft and walk back to the terminal from the runway.

In a video posted on social media, Rai alleged he was manhandled by airline staff. “They (the crew members) called me a terrorist and said that I was a threat to other passengers,” he says in the video. IndiGo issued a statement saying, “Mr Saurabh Rai, who was scheduled to fly this morning on 6E-541 from Lucknow to Bangalore, was offloaded on grounds of unruly behaviour. Prior to take-off, Mr Rai expressed concerns regarding mosquitoes on board. However, before the cabin crew on board could address his concerns, Mr Rai aggressively expressed his annoyance and started to use threatening language. As the matter escalated after the closure of the aircraft doors, Mr Rai attempted to instigate other passengers on board to damage the aircraft, and used words such as ‘hijack’. Such actions are absolutely unacceptable, and there is zero tolerance for such threatening language on board an aircraft. Hence, keeping in mind safety protocols, the crew apprised the pilot-in-command, who decided to offload Mr Rai from the flight. Customer satisfaction is core to our business…’’

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