New Delhi: In a recent incident that has sparked outrage, IndiGo has come under fire after allegedly returning a damaged wheelchair to Sminu Jindal, the daughter of industrialist and Member of Parliament Naveen Jindal, following a flight from Goa to Delhi on October 10.

Sminu, who is an industrialist and disability rights advocate, was returning from the Purple Fest Goa, a festival celebrating the independence and dignity of persons with disabilities when the incident occurred.

Taking to social media platform X (formerly Twitter), Sminu Jindal shared her disappointment, saying that her custom-designed wheelchair, specially made for her spinal cord injury, had been returned “completely bent and unusable.”

“It’s a repeated trauma that thousands of persons with disabilities face when they fly,” she wrote, tagging Civil Aviation Minister Kinjarapu Ram Mohan Naidu, and urged authorities to take immediate corrective action.

She added that the damage was not just physical but emotional. “A wheelchair is not just equipment, it is our mobility, independence, and dignity. Once its frame is bent, it can never be repaired,” she said.

In another post, Sminu stressed the need for airlines to create dedicated, protected storage areas for wheelchairs in the aircraft hold and to properly train and sensitise staff handling assistive devices.

It a “Systemic Issue” – Naveen Jindal

Responding to his daughter’s post, Naveen Jindal, Chairman of Jindal Group and MP from Kurukshetra, said the incident reflects a larger systemic issue in the airline industry.

“What happened with my daughter @SminuJindal is deeply concerning and reflects a larger systemic issue. A wheelchair represents dignity and independence. Airlines must handle assistive devices with utmost care and respect. It’s time for stronger protocols and better sensitivity training,” he wrote on X.

IndiGo’s feeble apology

Following the social media outrage, IndiGo issued an apology on X, saying it regretted the inconvenience caused.

“Ma’am, we are concerned to learn of your experience and sincerely regret the inconvenience caused. We always strive to ensure the utmost care for assistive devices and assure you that the matter is being reviewed diligently,” the airline wrote.

In a follow-up post, IndiGo added that it remained “fully committed to ensuring a seamless and comfortable journey for all our customers” and was “continually strengthening efforts to ensure the most sensitive handling and care for all customer needs.”

A Recurring concern

While IndiGo has apologised, this incident brings back attention to a recurring concern among air travellers, the careless handling of baggage and assistive devices.

Passengers, especially those travelling with medical equipment or mobility aids, often report incidents of damage or misplacement. Airlines typically respond with standard apologies and procedural replies but rarely offer compensation or timely solutions.

Such lapses not only inconvenience travellers but also erode trust in airline handling systems. For passengers with disabilities, the impact is even more severe, as losing or damaging a mobility device can mean losing independence, even if temporarily.

As India’s air traffic continues to grow, experts say it’s time for airlines and regulators to enforce stricter accountability, mandatory training for ground staff, and clear compensation norms for damaged or lost passenger property.

Until then, incidents like these serve as a stark reminder that accessibility and empathy must go hand in hand with aviation growth.