New Delhi: A Glasgow-based Indian designer has alleged that Vistara Airlines “forgot” his wheel-bound, visually-impaired elderly mother, leaving her unattended on a plane alone during their journey from Delhi to Kolkata on August 31.
Calling the incident “distressing”, Ayush Kejriwal shared the frightening experience his mother went through, on Instagram, the video of which has now gone viral.
The designer had opted for an assisted travel plan for his mother, which meant she would be assisted throughout her journey.
However, the elderly woman was “forgotten” and was left alone on the plane after other passengers had deboarded, Ayush said on Sunday.
"@Vistara Airlines, how could you put my blind mother in danger like this?! Are you not responsible for taking care of disabled passengers who are left under your supervision and assistance whilst travelling?! SHOCKING!" Ayush wrote on the social networking site while sharing the entire episode in a video.
He said that his mother, after realising that all passengers disembarked and cleaners had boarded the plane, raised an alarm as the plane was on its onward journey to Andaman and Nicobar Islands.
Fortunately, the cleaning staff member from the airline heard her cries and promptly alerted others, escorting her outside.
"We have gotten in touch with Vistara to ask for an explanation and to give them feedback so this does not happen to other people. But we have not heard back which is disappointing...This is not a matter that can be taken lightly. You put my mother in a lot of danger," said Ayush Kejriwal in the video.
The airline later issued an apology for the matter in the reply to the post.
"Hi Ayush, we deeply regret to learn about your recent experience with us. At Vistara, we hold ourselves to the highest service standards, and it upsets us to hear that we fell short of your expectations. Please be assured that we prioritize the well-being of our customers and their safety and security are of top priority for us. Please DM us the case reference numbers and booking details. Thanks, Aishwarya," Vistara wrote.
Several netizens commented on the video, calling the incident "sad" and "scary”.