day after a video of IndiGo staff manhandling a customer went viral on social media and grabbed national headlines, the airlines’ director Aditya Ghosh has in a written communication to Minister of Civil Aviation Jayant Sinha accepted that the staff was at fault.
According to CNN-News18, Ghosh wrote: “We were at fault and I apologise for the incident… In fact, the ex-employee prevented the passenger from boarding the bus. The ex-employee instigated the entire incident.”
Ghosh said that he had conveyed his apologies to the 53-year-old customer soon after the incident. “I personally called and apologised to Rajiv Katyal three weeks ago. I remember telling him that I had seen video and assured him that we will investigate this matter thoroughly, ” he said in the letter, reported ANI.
The director assured that the employees involved in the incident were immediately suspended and that the company had conducted a detailed investigation. “Incident should have been avoided by improving our communication with customer,” Ghosh wrote.
The incident reportedly took place on 15 October. The video showed two ground staff members dragging and beating up the passenger on the tarmac of the Indira Gandhi International Airport in Delhi. In the video, the airline staff members are first seen requesting Katyal to not hurl abuses. However, as the argument intensified, the two airline staff members grip Katyal and pin him to the ground by his throat. In a series of tweets, Sinha condemned the assault and said that his ministry has asked for a detailed report from IndiGo by Thursday. IndiGo issued an apology on Tuesday. Ghosh had also given a statement to condemn the “unacceptable” actions of the staff members.
The reality is that my colleagues were only trying to act in the best interest of the safety of Mr. Katyal and trying to prevent a potential serious mishap: IndiGo President Aditya Ghosh in a letter to Minister of Civil Aviation
— ANI (@ANI) November 8, 2017
— News18 (@CNNnews18) November 8, 2017
Here is the PDF document explaining the full incident in detail