Incident sparks nationwide outrage; airline issues apology as calls grow for disability-friendly air travel protocols
NEW DELHI (India CSR): Industrialist and Member of Parliament Naveen Jindal has publicly criticised IndiGo Airlines after his daughter, Sminu Jindal, a noted industrialist and disability rights advocate, received her custom-built wheelchair in a bent and unusable condition following an IndiGo flight from Goa to Delhi on October 10.
The incident occurred while Sminu was returning from Purple Fest Goa, an event celebrating the freedom, independence, and dignity of persons with disabilities. Her social media post detailing the experience has ignited a nationwide debate on the lack of sensitivity and accountability in airlines’ handling of mobility aids.
Sminu Jindal’s Appeal: “It’s Not Just a Wheelchair, It’s My Dignity”
Taking to social media platform X (formerly Twitter), Sminu Jindal expressed anguish over the mishandling of her custom-designed wheelchair, which she said had been returned to her “completely bent and unusable.”
She wrote, “It’s a repeated trauma that thousands of persons with disabilities face when they fly. A wheelchair is not just equipment — it is our mobility, our independence, our dignity.”
Sminu, who has been using a wheelchair since a spinal cord injury at age 11, said her specially designed chair cannot be repaired once its frame is bent. She tagged Civil Aviation Minister Kinjarapu Ram Mohan Naidu, urging authorities to intervene and establish stronger protection protocols for assistive devices.
In another post, she highlighted that the issue is not an isolated case, but part of a systemic failure in India’s aviation ecosystem. She wrote, “This is not about one passenger — it’s about every person with disability who has to relive the fear of losing their independence every time they travel.”
She further proposed that airlines should create a dedicated, protected storage section for wheelchairs in aircraft holds and ensure that ground and cabin staff receive proper training and sensitisation.
Naveen Jindal Calls for Accountability and Sensitivity
Reacting to his daughter’s post, BJP MP Naveen Jindal, who represents Kurukshetra, Haryana, condemned the incident and called for systemic reform in airline operations concerning passengers with disabilities.
He wrote on X, “What happened with my daughter @SminuJindal is deeply concerning and reflects a larger systemic issue. A wheelchair is not just mobility — it represents dignity and independence. Airlines must handle assistive devices with utmost care and respect. It’s time for stronger protocols and better sensitivity training.”
Jindal’s statement has amplified the call for the Directorate General of Civil Aviation (DGCA) and the Ministry of Civil Aviation to establish stricter guidelines to prevent such occurrences in the future.
IndiGo Responds, Apologises for the Incident
IndiGo Airlines issued a public apology following the backlash, saying the matter was being investigated.
In a statement on X, the airline said, “Ma’am, we are concerned to learn of your experience and sincerely regret the inconvenience caused. We always strive to ensure utmost care for assistive devices and assure you that the matter is being reviewed diligently.”
The airline added that it had tried to contact Sminu to resolve the issue but had been “unable to establish contact.”
In a follow-up message, IndiGo reiterated its commitment to customer care, saying, “We deeply value your feedback and understand the importance of an assistive device. We remain fully committed to ensuring a seamless and comfortable journey for all our customers and are continually strengthening our efforts to ensure sensitive handling and care.”
Growing Concerns Over Accessibility in Indian Aviation
The incident has reignited a long-standing debate on disability rights in India’s air travel sector. Despite DGCA regulations mandating that airlines handle wheelchairs and mobility aids with care, passengers with disabilities frequently report incidents of negligence, damage, and humiliation.
Advocates point out that while India’s Rights of Persons with Disabilities Act (2016) requires accessible infrastructure and services, enforcement remains inconsistent.
Disability activist Nipun Malhotra called the incident “a wake-up call” for both government and airline regulators. “A wheelchair is not luggage — it’s an extension of the person. Airlines must adopt international standards for handling mobility aids, including tracking, proper stowage, and compensation for damage,” he said.
Purple Fest: Irony of Celebration and Neglect
Adding to the outrage is the irony that the incident occurred just after Sminu’s participation in Purple Fest Goa, a government-backed event promoting inclusivity and dignity for persons with disabilities.
Many social media users expressed anger, saying the incident highlighted the gap between policy rhetoric and ground reality. Several disability rights organisations have demanded an official inquiry and mandatory staff training programs for airlines.
DGCA Expected to Seek Report from IndiGo
According to officials familiar with aviation procedures, the DGCA is likely to seek a detailed incident report from IndiGo to determine whether standard handling procedures for assistive devices were followed.
If negligence is established, the regulator may impose a penalty under the Civil Aviation Requirements (CAR) relating to the carriage of persons with reduced mobility.
In recent years, the DGCA has fined airlines for similar lapses, including incidents involving passengers denied wheelchairs or subjected to mistreatment during boarding and disembarkation.
A Broader Call for Change
The incident has become more than a case of airline negligence — it has sparked a national conversation on accessibility, empathy, and inclusion.
As Sminu Jindal’s damaged wheelchair becomes a symbol of a much larger issue, disability advocates are urging India’s aviation sector to move beyond apologies and toward systemic reform — with policies that protect the independence and dignity of every traveller.
(India CSR)
