A publicized post by a Mumbai woman has highlighted how IndiGo Airlines made the often-trying journey with her physically challenged daughter relatively comfortable and free from stress. Praise came in the form of Monisha, whose daughter Keya suffers from a condition called spinal muscular atrophy (SMA).
Monisha’s daughter, Keya, was diagnosed with Spinal Muscular Atrophy (SMA) when she was just 10 months old. The rare genetic condition has progressively weakened her muscles, leaving her with 80% physical disability. Traveling is quite a challenge because the condition has severely limited Keya’s mobility. In 2022, Keya had complex spine correction surgery, which was a necessity for her to be able to sit and breathe without artificial support.
“For me, traveling with my wheelchair-bound daughter, Keya, never was easy,” Monisha wrote. “As years went by, her mobility had been progressively worsening due to SMA; the process of traveling had also become more cumbersome due to it.
Despite having had many troubles during travel, such as the wheelchair being damaged and health scares, Monisha reported that the latest journey with IndiGo Airlines was a turning point. Staff at the airline, particularly Pratik Arjun Sen, made sure that this journey was hassle free without a glitch. For the first time, the family enjoyed a trouble-free travel experience.
Monisha recalled an earlier tense moment with Pratik Sen in 2023 when Keya’s wheelchair was broken. “I was furious at the time because Keya had no spare wheelchair,” Monisha explained. “But over time, Pratik’s team and I learned to navigate the complexities of accommodating wheelchair users.”
Communication and Mutual Understanding:
Monisha feels that there must be open communication between the passenger and the service provider. She praised IndiGo for their understanding and willingness to accommodate Keya’s needs. “Customer service is not an easy job, and as customers, we must communicate our needs in time rather than expecting perfection without input,” she pointed out.
This she combined with heart-warming photos that captured the bright smile of her daughter, Keya, all through the journey. Thoughtful service can definitely make a great difference for special requirement passengers like her. This finally culminated with Monisha recalling and reflecting on trust and respect, which she, and her family had for the airlines.
India’s most loved low-cost carrier has thanked Monisha for her feedback. “Thank you for the wonderful words of appreciation,” IndiGo Airlines wrote. “Your feedback is irreplaceable as it has helped us to make our services more sensitive and considerate.”
Monisha’s experience also speaks volumes about the efforts of Indian Airline towards customer service coupled with compassionate approach that can better make travelling accessible for the disabled and even convenient for them.