Blind Passenger Claims IndiGo Staff Humiliated Him, Mother At Mumbai Airport; Airline Responds

Last Updated:June 21, 2025, 22:41 IST

The incident, which occurred on June 14, was shared in a detailed LinkedIn post by Turab Chimthanawala

IndiGo Flight | Representative Image

A visually impaired passenger alleged that he and his mother were mistreated by IndiGo staff at Mumbai airport during a recent journey to Guwahati.

The incident, which occurred on June 14, was shared in a detailed LinkedIn post by Turab Chimthanawala, who accused the airline of failing to provide promised assistance and of displaying a lack of empathy.

Chimthanawala said he had notified IndiGo in advance about his condition and requested support, however, upon arrival at the airport, he claimed the assistance offered was inadequate and unprofessional.

“Instead of a trained staffer, an untrained one showed up — unsure of how to even navigate entry gates. My mother had to guide him to the boarding area. There, staff whispered, gestured, and mocked my request for help despite my mother being present. One falsely claimed assistance only goes till security and suggested I follow a wheelchair passenger. This isn’t just wrong — it’s illegal. Indian law entitles blind passengers to support right up to the aircraft door," he wrote.

He further alleged that the staff displayed dismissive behaviour and left him feeling like an inconvenience. “Staff continued to smirk, treating me like an inconvenience. We decided to manage on our own," Chimthanawala said.

According to his post, assistance was only offered when he visibly struggled with his luggage.

Even then, he claimed, the staff member assigned to help walked ahead without offering any real support. “At security, we told him we’d go alone. Later, a gate staffer asked if I needed help, and walked away on seeing my mother. Even onboard, crew saw my white cane but offered no assistance," he added.

He also recounted previous negative experiences with the airline. “This isn’t an isolated incident. On past IndiGo flights, I’ve experienced apathy and even mockery. Once, I was made to sit on a seat with no cushion," he wrote.

“How long must we suffer in silence? Should blind passengers have to ask for basic dignity?" he questioned in his post.

IndiGo Responds

IndiGo responded by expressing regret over the incident: “We sincerely regret the experience shared by Mr. Chimthanawala," the airline stated.

He also mentioned that Pratik Arjun Sen, IndiGo’s Director of Customer Experience, had reached out and initiated corrective steps, including sensitising ground staff at Mumbai airport.

The post drew widespread attention on social media, with several users expressing outrage. One commenter wrote, “I’m sorry you had to go through this once again. It is shameful how, despite all the complaints and incidents reported to the airlines, there still exists this apathy and lack of interest in their passengers’ comfort."

Another user remarked, “I’m genuinely surprised you went with IndiGo again after your earlier experience. Their responses are always the same — cold, robotic apologies without any real change."

Chimthanawala’s post has reignited the conversation on social media around accessibility and the treatment of differently-abled passengers in India’s aviation sector.

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