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On the evening of December 5, disability rights’ activist Virali Modi was headed to Mumbai from Delhi on an IndiGo Airlines flight. However, what was supposed to be a journey of a couple of hours ended up being a long ordeal, which, according to Modi, stole her dignity, independence as a disabled person, and her peace of mind. Taking to social media, Modi, who is also a motivational speaker, stated that IndiGo Airlines “does not care about their passengers with disabilities.”
The ordeal began before she boarded her flight (Flight 6E-864),when the airlines’ crew allegedly made her wait until all the passengers had settled in.
Upon landing, the cabin crew seemingly forgot about her presence on the flight, leaving her alone and with no way to ask for help. The reason: The call button was out of reach, “like on all of their flights”.
It was only when the cleaning crew arrived that she was able to seek assistance. “By that time I was on the verge of tears since it had been almost 40 minutes of waiting,” Modi, who has been paralyzed since 2006 and relies on a wheelchair for mobility, told The Indian Express.
Indigo Airlines does NOT care about their passengers with disabilities. I’ve been paralysed from the waist down since 2006 and I use a wheelchair for mobility. I flew from Delhi to Mumbai on 5th December, 2023 on flight number 6E-864. After everyone deplaned, the cabin crew…
— Virali Modi (@Virali01) December 6, 2023
Modi claimed assistance from an IndiGo staff member proved to be equally insufficient, resulting in further delays and discomfort. “Cabin wheelchairs are generally quite narrow and uncomfortable to sit on for long periods of time,” Modi, who is India’s first wheelchair-using model, explained.
At the baggage claim, another cause for distress seemed to lay in wait for her. She realised that her personal wheelchair had not been brought, causing an additional 30-minute wait. Furthermore, a helper allegedly mishandled the wheelchair, removing its cushion much against her protests. The cushion was a custom-made one, crucial for her spinal comfort. “I burst into tears at that moment,” said Modi. “The airlines had basically robbed me of my independence and movement,” she said.
“Losing a cushion is not like losing a shoe or a piece of clothing which are readily available in malls and high-street stores to be bought. I have to get it custom-made, to ensure that while I’m sitting for 14-15 hours at a stretch on my wheelchair, I do not get sores or get a bad back. When will this country ever learn?” wrote Modi on X, formerly Twitter.
When she tried to raise the issue with the airlines, the customer care proved to be equally harrowing, providing her with minimal assistance, leaving Modi on hold for 55 minutes before suggesting that she write an email to report her problem.
Ironically, the incident happened a day before she was supposed to attend an event in Bengaluru to commemorate World Disability Day. Unable to use her wheelchair and confined to her bed, she had to postpone her schedule.
Perhaps the only source of comfort for Modi was a nodal officer from IndiGo, Pratik Arjun Sen. The customer experience director promised to deliver a new custom-made cushion, which was delivered the next day.
“I have to admit the cushion is very good and very comfortable, and Mr Pratik Arjun Sen went above and beyond to ensure my comfort,” said Modi.
Nevertheless, by sharing her ordeal, Modi wants to highlight the sore need for accessibility for disabled people. “These issues persist across airlines, not just in IndiGo,” she said. She questioned why the first row seats are sold at a higher price when they should rather be used for people who need the extra space and help from the airline staff. “Rather than a first-come-first-serve, it should be reserved for people who actually need them,” she said.
Modi now plans on writing to the Chief Commissioner for Persons with Disabilities to highlight the difficulties faced by people with disabilities in accessibility in public areas such as airports and flights. She also intends to write to ministers concerned regarding her ordeal and urge them to take steps to address the issue.
IndiGo Airlines responded to the incident, saying, “With regard to the incident involving a passenger requiring wheelchair assistance on flight 6E 864 from Delhi to Mumbai, we sincerely apologise for the inconvenience faced. Our team is in touch with the customer and we are in the process of providing her with a replacement cushion on priority.”
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