A Mumbai lady shared a heartwarming put up praising IndiGo Airways for making her wheelchair-bound daughter’s flight journey remarkably stress-free.
In a LinkedIn put up, Monisha shared the challenges of travelling along with her 14-year-old daughter, Keya, who has Spinal Muscular Atrophy (SMA), a uncommon genetic situation recognized when she was simply 10 months outdated.
“Touring with my wheelchair-bound daughter, Keya, has by no means been straightforward. Through the years, her mobility has progressively declined as a result of SMA, which was recognized when she was an toddler,” Monisha wrote.
Keya now lives with 80% bodily incapacity, making life more and more restrictive, particularly after present process advanced backbone correction surgical procedure in 2022. “This surgical procedure was mandatory to assist Keya retain her capability to take a seat and breathe with out synthetic assist and forestall her from turning into bedridden,” Monisha defined.
Regardless of the challenges, Monisha described journey as an “journey” requiring meticulous planning and prayer to make sure each Keya and her important tools return dwelling safely. “None of our travels have been incident-free. From wheelchair harm to well being scares, each journey has left a long-lasting reminiscence. However these challenges haven’t stopped me or Keya from exploring,” she mentioned.
Nonetheless, a latest three-city journey with IndiGo Airways was a turning level. For the primary time, the journey was easy and hassle-free, because of the distinctive efforts of IndiGo employees, notably Pratik Arjun Sen. “It is a gratitude put up for the amazingly seamless expertise we had flying with IndiGo. Pratik ensured we confronted no hurdles at any stage of the journey,” Monisha wrote.
Curiously, Monisha’s first interplay with Sen in 2023 was beneath tense circumstances when Keya’s wheelchair was unintentionally broken by airline employees shortly after her surgical procedure. “I used to be livid on the time as a result of Keya had no spare wheelchair. However over time, each I and Pratik’s group realized to navigate the complexities of accommodating wheelchair customers,” Monisha shared.
In her put up, she highlighted the significance of open communication between passengers and repair suppliers. “Customer support isn’t a simple job, and as prospects, we should talk our wants in time quite than anticipating perfection with out enter. Complaining after the very fact achieves little,” she famous.
Monisha concluded on a constructive observe, reflecting on the belief and respect constructed between her household and the airline. She included heartwarming pictures of Keya smiling in the course of the journey, demonstrating how considerate service and mutual understanding can remodel journey experiences.
IndiGo additionally responded to Monisha’s gratitude put up. “Thanks in your sort phrases of appreciation. Your suggestions is invaluable in serving to us make our companies extra inclusive and considerate,” the airline mentioned.