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| Website: www.goindigo.in |
My Parents, (my father, Mr Raghu Gupta, 87 years old and mother, Mrs Mridula Gupta, 72 years old) were travelling from Kolkata to Mumbai via direct flight 6E 326 on Wednesday, 26th October 2016. Since they are both senior citizens, and my 87 year old father needs a wheel chair to commute on flights, we booked a direct flight on Indigo (which costs more money than a hopping flight), so that they could comfortably reach their destination within stipulated time.
Mid air on this direct flight, the crew announced that the flight would be routed through Udaipur as the Indigo flight from Udaipur to Mumbai had met with a technical snag so 6E 326 would be used to service the Udaipur passengers.
Hearing this announcement my father realised that the flight would take a couple of more hours than originally estimated to reach Mumbai. Being a patient of prostrate issues, he needed to use the airline rest room (which he would not otherwise have used, had the flight taken its natural course). This sudden change flustered him so after using the washroom when he came out he fell down, hurt his back and received severe injuries with serious bleeding.
• My parents were horrified to find out that the Flight 6E 326 had no first aid box. Infact there was no icepack/ice or any other basic, alternative means of cold compression needed as first aid requirement for the injury. (Photo of proof of my father bleeding in the aircraft attached).
• Hence the father’s bleeding wound remained unattended with only cotton dabbing and zero medication, (This cotton remained stuck to his raw wound which had to operated out in Ramkrishna Mission Hospital, Khar, the following day). (Photo of wounds attached).
• No First Aid Or Medication Was Provided till the next two hours and my father was medically attended to only when he arrived at Mumbai Airport. (Photo of prescription at airport attached).
• Kindly note that in addition to the above, my father experienced extreme agony for two full hours, in the absence of painkillers (since there was no First Aid box on flight).
This trauma and injury has caused him physical and mental agony and he is bedridden now, with compressions on his spinal chord that has left him immobile with no capacity of normal movements.
His wounds (which have got severely infected due to not receiving medical attention on time) pain him every day and the nurse is called to dress the wound daily. All this while he screams in agony when the wounds are tended to.
Before this incident, he was a man who visited his office regularly, carried on his business, was self sufficient and was active physically and mentally. He supported a family and working staff of eight members who are his dependents.
Today after this trauma and pain inflicted by the airline and because of its rather inconsiderate decision and further negligence, he is suffering from severe mental depression and is no longer in an active state of work and living.
From a healthy senior citizen he is now a bedridden patient (who has to even urinate and defecate on the bed) and who yells in agony and pain everyday and all night. Professional ward boys have been deputed for him, for 24 hours, (which is a regular drainage of Rs 2000 per day) with constant medical supervision and medical expenses mounting to huge expenses. Further, he has to be taken in an ambulance to the hospital every time for check up and treatment, since he cannot sit and we can’t put him into a four-wheeler.
Today, because of the above, our family has got reduced from being happy and healthy to being in constant worry and financially stressed. We watch him suffer everyday and are having an unnecessary drain of funds for no fault of ours.
It is a huge risk and an immensely irresponsible and illegal act that an airline, such as Indigo allows a flight to commence without the facility of the first aid box. This has caused irreversible loss for our family.
We request this complaint to be taken very seriously and on humanitarian grounds and be dealt with correct punishment for this irresponsible act of the airline and justice be served with necessary apology and due compensation.
Nov 19, 2016
Updated by sanjuktanandy Please note that the complaint was made on the 12th November 2016 but there has been no resolution of the same yet till 18th November. My Father suffers every day while the airlines is not showing any signs of resolving the complaint. Kindly facilitate the matter.
Nov 20, 2016
Updated by sanjuktanandy Please note that the complaint was made on the 12th November 2016 but there has been no resolution of the same yet till 18th November. My Father suffers every day and his health is not recovering for him to be able to get back to work or even be self sufficient while the airlines is not showing any signs of resolving the complaint. There seems to be complete disrespect from the airline end towards the consumer.Kindly facilitate the matter.
Nov 28, 2016
Updated by sanjuktanandy Please note that the complaint was made on the 12th November 2016 but there has been no resolution of the same yet till 28th November. My Father suffers every day and his health is not recovering for him to be able to get back to work or even be self sufficient while the airlines is not showing any signs of resolving the complaint. There seems to be complete disrespect from the airline end towards the consumer. They did make 2 phone calls in which they asked irrelevant questions and tried to deny off their negligent behaviour. This displays complete irresponsible behaviour on behalf of the airline company and reconfirms that they have no respect for the consumer who has paid for the airlines service and reinstates that the airlines has no interest in solving the issue and only wants to keep the matter engaged in superfluous dialogue. Kindly facilitate the matter so that consumer can avail justice.
Nov 29, 2016
Updated by sanjuktanandy We have received communication from Indigo, however we do not agree to the sequence of statements made by them neither do we accept them to be true as put by Indigo.
The incident of the accident and subsequent medical negligence from airline side is not acceptable hence it is to be believed that the same has occurred and worsened due to irresponsible behaviour, negligence and omission of responsibility on the part of the airline.
The excuses and statements are not accepted as true to the event hence we ask the airline to kindly prove the same.
We hereby put this on record that we do not see any intent from airline side to resolve the complaint, on the contrary the intent seems to bypass the issue by misrepresenting the scenario, hence complaint remains un resolved and the dispute continues. Please note that the complaint was made on the 12th November 2016 but there has been no resolution of the same yet till 29th November.
Dec 03, 2016
Updated by sanjuktanandy Dear Indigo
In response to your letter we would first wish to inform you that Mr Raghu Gupta (my father's) condition has further worsened and he is currently admitted in the ICU of Ramkrishna Mission Hospital, Khar, Mumbai.
Let us put this on record that we do not accept your investigation. It has been conducted by you, it misrepresents the actual scenario, it is biased towards you to suit your plea and hence we do not take back our complaint and grievance of harassment caused to senior citizen (Mr Raghu Gupta) leading to being bedridden and complete health depletion. We maintain that this cannot be solved without appropriate apology and compensation.
We continue to maintain that the negligence and irresponsible acts of the airline is responsible for the same and that Indigo airlines is responsible for this unfortunate state of Mr Raghu Gupta's condition. We do not accept that IndiGo is known for its caring attitude, especially towards the passengers with special needs and/or senior citizens and hence our complaint continues till you are able to prove your statements with proof. Since the investigation has been conducted by Indigo( who is not a neutral party to this complaint) we put on record that we do not accept the same, we fear bias misrepresentation of the actual scenario hence kindly do not waste mutual time by referring to the same to settle this complaint and dispute. Prove your statements or else the dispute continues.
Kindly maintain all communication through email only, to have all the communication marked on record for legal proceedings if the matter is not mutually resolved and the same is needed in the future.
The complaint continues without being solved
