A Mumbai woman, Monisha, recently shared a touching post on LinkedIn praising IndiGo Airlines for their exceptional support during her wheelchair-bound daughter Keya’s flight. Keya, 14, has Spinal Muscular Atrophy (SMA), a rare genetic condition diagnosed when she was just 10 months old.
Monisha highlighted the airline’s special assistance services that made their journey remarkably stress-free. IndiGo Airlines has a dedicated system in place to ensure comfortable travel experiences for passengers requiring special assistance, showcasing their commitment to inclusivity.
Heartwarming Journey with IndiGo
In her heartfelt LinkedIn post, Monisha detailed the challenges of travelling with her daughter Keya, who has faced significant mobility issues due to SMA. “Over the years, it’s not been easy travelling with my wheelchair-bound daughter,” she wrote. Keya was diagnosed with SMA at just 10 months old and now lives with 80% physical disability. Monisha explained how their situation worsened after Keya underwent complicated spine correction surgery in 2022, which was necessary to help her retain essential functions without artificial support.
Monisha described each travel episode as “an adventure,” noting the emotional weight of their journeys: “We cross the threshold of our house, praying that each of us and the immense number of equipment we carry returns in one piece.” Despite past difficulties—including incidents of wheelchair damage—she expressed gratitude for their recent experience with IndiGo Airlines. “Fortunately for the first time in our lives, we came back with smiling and happy memories from the 3 city travel we undertook recently with IndiGo Airlines,” she said.
IndiGo’s Commitment to Accessibility
IndiGo Airlines has established a comprehensive special assistance programme designed specifically for passengers with disabilities or special needs. This initiative includes a range of services such as wheelchair assistance, priority boarding, and trained staff who are equipped to help navigate through airports. According to IndiGo’s official guidelines, passengers are encouraged to request these services at least 48 hours before their flight to ensure that all necessary arrangements are in place.
Monisha praised the airline’s staff for their dedication: “This is a gratitude post for the amazingly seamless experience we had flying back to back with IndiGo Airlines both on ground and in air. The one man who made this magic happen was Mr. Pratik Arjun Sen who ensured that we faced no hurdles at any point.” She noted that her relationship with Mr. Sen evolved positively over time, stating, “While I was successful in explaining to him and his team how every wheelchair user is not the same, Mr. Pratik taught me how to navigate the important protocols required by the airline.”
Community Reactions and Support
Monisha’s LinkedIn post quickly garnered attention, receiving numerous comments from other parents and individuals who shared similar experiences. Many expressed their appreciation for IndiGo’s efforts in making air travel more accessible. Some users shared stories of their own challenges while travelling with loved ones who have disabilities, highlighting the need for continued advocacy and improvement in services across all airlines.
This outpouring of support underscores the importance of sharing personal stories and fosters a sense of community among families navigating similar journeys. It serves as a reminder that collective voices can lead to positive changes in policies and practices within the travel industry.
The Logical Indian’s Perspective
This story exemplifies the importance of empathy and kindness in our society. Monisha’s experience highlights how simple gestures can significantly impact the lives of those facing challenges. It is heartening to see companies like IndiGo Airlines taking proactive steps towards inclusivity and accessibility, demonstrating that compassion can be integrated into business practices.
As Monisha aptly stated, “Customer Service is not an easy job by any standard in any part of the world and we customers cannot stay stiff, thinking we are Gods without communicating our needs in time.” This call for mutual understanding is essential as we strive for a more inclusive world. How can we further advocate for better services for individuals with disabilities in our communities? Your thoughts and experiences could inspire positive change!
