A Gurgaon resident, Ratnendu Ray, shared a distressing incident on social media after suffering a serious injury while deboarding an IndiGo flight from Chennai to Delhi on August 14.
Ray broke his ankle on a slippery ramp at Delhi’s T2 airport, which he claimed was wet due to rain and lacked proper safety measures.
What Happened actually?
Ray recounted his ordeal on the social media platform X, describing how passengers were asked to deboard using ramps instead of an aerobridge despite the wet weather. “Halfway down the ramp, my right foot suddenly slipped on a moist patch,” he shared. The fall caused a severe fracture, leaving his left ankle shattered and the bone dislocated.
In his post, Ray shared a photo of his swollen foot and explained the unbearable pain he experienced. A fellow passenger helped him to safety after the fall. “This is my foot at the airport,” he wrote, accompanied by an image of his injury.
Claims of Negligence
Ray criticized IndiGo for allegedly prioritizing cost-cutting over passenger safety by avoiding the use of aerobridges. He also pointed out the lack of safety measures on the ramps, such as lighting and slip-resistant surfaces. “Please be extra careful on IndiGo’s ramps and pray they put some lights along the surface of the ramp, remove rubber mats, and don’t avoid aerobridges,” he urged other travelers.
IndiGo’s Response and Passenger’s Frustration
Ray registered a complaint on the AirSewa portal but claimed that IndiGo denied any fault, suggesting the ramp was “dry and in perfect working condition.” According to Ray, the airline implied that his fall was due to his own carelessness.
“This is where IndiGo decided to add insult to my injury,” he wrote, criticizing their response. Despite his injury requiring surgery, hospitalization, and months of physiotherapy, IndiGo allegedly refused to offer any compensation. Instead, Ray was offered a refund for his flight ticket, which he deemed inadequate given the extent of his injuries and medical expenses.
IndiGo’s Official Statement
In response to the incident, IndiGo issued a statement expressing regret for the inconvenience caused to the passenger. “Our ground staff offered immediate support and helped the customer with medical attention,” the airline said. IndiGo maintained that the ramp was in perfect working condition and that no other passengers reported any issues.
As a goodwill gesture, the airline stated that they provided Ray with a full refund of his ticket, which he had accepted.
Long Road to Recovery
Ray’s injuries have left him unable to walk since August, with a full recovery expected to take at least a year. “I now have a plate and a bunch of screws in my right ankle, depend on a walker for limited mobility, two ugly surgery scars, and a physiotherapy routine,” he revealed.
A Lesson in Passenger Safety
This incident highlights the importance of prioritizing passenger safety during boarding and deboarding procedures, especially in adverse weather conditions. Ray’s experience serves as a cautionary tale for travelers and a reminder for airlines to ensure proper safety measures to prevent such accidents in the future.