A passenger traveling on an IndiGo flight from Raipur to Delhi alleged that a crew member denied a diabetic patient access to the toilet, drawing massive flak on social media. The post, which has now gone viral, was shared by an X user named Shubham Kushwaha. The post also received responses from the airline and the Ministry of Civil Aviation. The allegation by social worker Kushwaha alleged that the incident took place on board IndiGo flight 6E6313.
“She misbehaved with the passenger when asked.
In the post, Kushwaha claimed that a flight attendant refused to allow a passenger with diabetes to use the toilet “despite ample time before landing”.
The user further claimed, “She misbehaved with the passenger when asked.”
According to the post office, the passenger requested permission to use the restroom around 6:15 p.m., with the flight landing at approximately 6:35 p.m.
Kushwaha also claimed that the passenger was not allowed to use the toilet even after the plane landed and the passengers started disembarking.
“After getting off the plane, she still did not allow the passenger to use the toilet. Who is responsible for such behavior of flight attendants towards passengers? Passengers deserve dignity and respectful treatment, not arrogance,” the post read.
The Ministry of Civil Aviation is responsible
The complaint drew reactions from both the Civil Aviation Ministry and IndiGo on X.
In response to the user, the ministry said: “Dear Sir/Madam, the inconvenience caused is deeply regretted. Please let us know your airline name, PNR number, full name and phone number via direct message so that we can resolve the issue. Regards Ministry of Civil Aviation.”
IndiGo says the incident is being investigated
IndiGo also publicly responded to the allegations and said it has already contacted the affected passenger.
“We have spoken to Mr. Deepak and are truly sorry for the inconvenience caused to him. We will have it checked and provide an update. – Team IndiGo,” the airline said.
The airline explained its position and pointed out standard aviation safety procedures for landing.
“As per standard safety protocols, once the seat belt signs are on, including during critical flight phases such as taxiing, take-off, descent and landing, passengers must remain seated with their seat belts on and crew action is governed accordingly. We appreciate your understanding and cooperation as these measures are implemented solely to ensure a safe and comfortable journey for everyone on board,” IndiGo said.
The airline added: “Dear Sir, We sincerely regret the inconvenience and concern the traveling customer has experienced. The safety and well-being of our customers always remains our highest priority.”
