| Complaint filed by | |
| Complaint filed on | February 8th, 2026 |
| Complaint filed against | Indigo |
- Text of Complaint by Santosh
This is about the behavior of a wheelchair attendant who assisted my 83-year-old mother on her arrival at Terminal 2, Mumbai Airport today(8th February 2026), for an Indigo journey(PNR Z6ER5P).
My mother has mobility issues and requires wheelchair assistance. The attendant escorted her only up to Exit Gate C and then refused to assist her further. Despite repeated requests to drop her at the auto stand or at least the Uber/Ola drop-off point—essential for a senior citizen, he argued, misbehaved, and insisted this was the “last exit.” His conduct was insensitive, unprofessional, and caused significant distress to both my mother and me.
When asked to show his ID, he refused, deliberately concealed his name/ID, and arrogantly told me to “do whatever you can.” After prolonged arguments, he finally dropped my mother at the Uber drop-off point, but his behavior throughout was extremely disrespectful. Whether this conduct was driven by some expectation of a tip or otherwise not sure…. there is no justification for treating a senior citizen this way.
This incident caused my mother physical inconvenience and mental stress and reflects poorly on both the airline and airport-assisted services. I have attached images of the concerned individual for identification.
I request the authorities to:
* Conduct a thorough investigation and take appropriate disciplinary action
* Ensure wheelchair staff are properly trained to assist elderly and disabled passengers with dignity
* Clarify the correct protocol for wheelchair assistance beyond terminal exits
I trust this complaint will be taken seriously and appropriate action will be taken to prevent recurrence.
Yours sincerely,
Santosh
