A Gurgaon resident, Ratnendu Ray, experienced a distressing incident while deboarding an IndiGo flight from Chennai to Delhi. On August 14, Ray slipped on a wet ramp at Delhi’s Terminal 2 and suffered a severely fractured ankle. The ramp was reportedly slippery due to rain. Sharing his ordeal on social media, Ray criticized the airline for its alleged negligence in ensuring safe boarding and deboarding procedures.
Ray’s Painful Experience Goes Viral
In a detailed thread on X (formerly Twitter), Ray described the events leading to his injury. He expressed frustration over not being provided with an aerobridge despite the wet weather conditions. Instead, passengers were asked to use ramps.
On Aug 14 early morning I landed in Delhi’s T2 on an IndiGo flight from Chennai. As is most common with them, no aerobridge was given, and instead they asked everyone to deboard using their ramps”
Halfway down the ramp, Ray’s right foot slipped on a wet patch, causing him to fall and shatter his left ankle.
“Halfway down the ramp, my right foot suddenly slipped on a moist patch”
Sharing a photo of his swollen leg, he described the intense pain and credited a fellow passenger for assisting him at the airport.
“The foot was completely bent and the pain was absolutely excruciating. I was helped down by another passenger. This is my foot at the airport”
Criticism of IndiGo’s Ramps
Ray alleged that slippery ramps have caused injuries to other passengers as well, blaming the airline for cost-cutting measures that avoid using aerobridges. He urged travelers to exercise caution and called on IndiGo to improve ramp safety by adding lighting and removing potentially hazardous rubber mats.
Complaint and IndiGo’s Response
Ray filed a complaint via the AirSewa portal but found IndiGo’s response unsatisfactory. According to him, the airline denied the ramp was wet or slippery, suggesting the accident was due to his carelessness.
IndiGo refused to offer compensation despite Ray’s extensive medical expenses for surgery and hospitalization. He revealed he has been unable to walk since August and faces a year-long recovery period, now relying on a walker and undergoing physiotherapy.
“So, please please be extra careful on IndiGo’s ramps and pray they put some lights along the surface of the ramp, remove rubber mats and don’t avoid aerobridges”
Here’s the whole thread:
9/n I later googled to find that there has been a government (ministry of civil aviation) intervention to flag airlines avoiding using aerobridges to save money. https://t.co/5ooKjr94BR
— ratnendu ray (@ratnenduray) December 4, 2024
10/n ..and that people falling on Indigo’s ramps is a recurring thing, with newspaper articles on the matter as well! Someone also posted on LinkedIn about a fall on steep & wet Indigo ramp.https://t.co/62ssMvB7vt pic.twitter.com/hCBetYPttF
— ratnendu ray (@ratnenduray) December 4, 2024
5/n While I was in the hospital recovering from the surgery, I lodged a complaint on the airsewa portal. This is where Indigo decided to add insult to my injury with their response. Both logic and basics of responsibility to customers about to take a hit.
— ratnendu ray (@ratnenduray) December 4, 2024
7/n In response Indigo customer service basically said (i am paraphrasing):
i. ramp wasn’t wet that could cause me to slip – implying I’m making it up or must have imagined the little damp patches
ii. I must be the idiot who can’t walk down ramps as no one else fell that day😐 pic.twitter.com/buEvFdmsEk— ratnendu ray (@ratnenduray) December 4, 2024
My harrowing tale with @IndiGo6E , so that others can be careful. 1/n
On Aug 14 early morning I landed in Delhi’s T2 on an Indigo flight from Chennai. As is most common with them, no aerobridge was given, and instead they asked everyone to deboard using their ramps.
— ratnendu ray (@ratnenduray) December 4, 2024
IndiGo’s Statement
In response, IndiGo issued a statement denying the claims of a wet ramp, stating it was “dry and in perfect working condition, used by numerous passengers without incident.” The airline expressed regret over the incident and noted that ground staff provided immediate medical support. As a goodwill gesture, IndiGo refunded Ray’s airfare, which was accepted by the passenger.
“We deeply regret the inconvenience experienced by our customer during his travel last August. Our ground staff offered immediate support and helped the customer with medical attention. Notwithstanding this fact, as gesture of goodwill, we shared a full refund of the air ticket shortly after the incident, which was swiftly accepted by the customer”
Ray’s thread sparked widespread discussion on social media, with netizens sharing varied opinions on the incident and airline practices.
My harrowing tale with @IndiGo6E , so that others can be careful. 1/n
On Aug 14 early morning I landed in Delhi’s T2 on an Indigo flight from Chennai. As is most common with them, no aerobridge was given, and instead they asked everyone to deboard using their ramps.
— ratnendu ray (@ratnenduray) December 4, 2024
What are your thoughts on this unfortunate episode? Let us know in the comments.
