Akasa faces flak for forcing sisters to pay cash at Kolkata airport: Rs 5,000 charged as ‘unaccompanied minor’; refund offered after TOI report highlights trauma

KOLKATA: Akasa Air offered a full refund of the Rs 5,000 they took from two sisters, aged 9 and 17, in cash as an "unaccompanied minor fee" at Kolkata airport on Wednesday. This followed a TOI report highlighting the trauma the kids and their mother experienced.While stressing that the staff followed all regulatory and internal standards, the airline stated they would review their "communication and handling protocols" to ensure such situations are managed better in the future.TOI reported on Saturday how a June 4 Kolkata-Ahmedabad flight QP 1926 turned into a nightmare for the sisters, Mahira (9) and Manyata (17), after airline ground staff asked them to pay Rs 5,000 in cash for the ‘unaccompanied minor fees' for the nine-year-old girl or risk missing the flight.

The airline staff demanded the money in cash, claiming the counter was closed and that no QR code could be generated. The kids finally managed to pool funds from their cousins travelling to separate destinations and pay up, after which they were allowed to board."We would like to clarify that as per Indian aviation regulations, any passenger under the age of 12, travelling without an adult, is classified as an unaccompanied minor.

This is a safety requirement designed to ensure their well-being throughout the travel journey. The process involves mandatory assistance, documentation, and an unaccompanied minor fee, which is standard across the industry," an Akasa Air spokesperson said in a statement on Saturday.

"While our staff followed all regulatory and internal standards, we will review our communication and handling protocols to ensure that we can manage such situations better in the future."Speaking to TOI, the sisters' aunt said on Saturday, an Akasa representative reached out to them and sent a detailed mail offering a refund. However, she urged the airline to understand the gravity of the emotional damage done and respond with the "seriousness and empathy it deserves.""Having lost their father just over a year ago, both children have been battling emotional instability and grief. Their recent journey—undertaken without their mother due to unavoidable circumstances—was a brave and necessary step.

However, the insensitive and mishandled treatment by the staff left them shaken and emotionally scarred," said Pearl Choradia, the girls' aunt."Since returning, Mahira has been unable to sleep for two nights, experiencing panic and fear. Manyata, already under emotional strain, now carries the added trauma of seeing her younger sister suffer and feeling helpless in the situation. What should have been a manageable flight has left them anxious, fearful of travel, and deeply unsettled.

This was not just poor service—it was a failure in basic human sensitivity.

"In the letter sent to the aunt, the airline extended apologies for the distress and confusion at the check-in counter while explaining that the fee was charged as per aviation industry practices. The Akasa representative, however, added that as a "gesture of goodwill," the airline would process a full refund of the Unaccompanied Minor service fee that was paid and requested the account details of the kids' mother, Shalini Dugar.