Renowned Indian cricket commentator Harsha Bhogle recently took to social media to highlight an unpleasant experience faced by an elderly couple on an IndiGo flight. Bhogle shared how the couple, who had purposefully chosen seats in the fourth row for easier access due to mobility concerns, were unexpectedly moved to the nineteenth row without any explanation.
Bhogle expressed his frustration with the airline’s apparent disregard for passenger comfort, particularly for the elderly, using the hashtag #IndigoFirstPassengerLast. He noted that the gentleman would struggle to walk to the nineteenth row in the narrow aisle, highlighting the inconvenience caused by the sudden seat change.
Bhogle also highlighted the meek complaint of the elderly lady who revealed this was a common occurrence with IndiGo, adding to the stress of air travel for people their age. He expressed his disappointment with the airline’s seeming indifference towards its passengers, emphasizing that success should be accompanied by responsibility and a greater focus on passenger welfare.
In response to Bhogle’s public criticism, IndiGo issued an apology acknowledging the inconvenience caused and emphasizing that the crew intervened promptly to ensure the elderly couple received their original seats. The airline also stated that they had reached out to the couple to personally address the issue.
While IndiGo’s swift response and the successful resolution of the specific situation are commendable, the incident raises concerns about the airline’s overall approach to passenger comfort and its commitment to prioritizing customer needs, particularly for vulnerable groups like the elderly. This instance serves as a reminder that airlines, while striving for success, should prioritize empathy and ensure a positive experience for all passengers.
