IndiGo passenger shares painful experience of broken ankle while deboarding plane, warns other as airline denies negligence

A passenger from Gurgaon has shared a painful experience after slipping and injuring his ankle while deboarding an IndiGo flight from Chennai to Delhi in August. The incident occurred at Delhi’s Terminal 2, where passengers was allegedly asked to use a ramp instead of an aerobridge. The passenger, Ratnendu Ray, in a series of social media post has now warned others to be cautious, recounting the details of his injury and the airline's response to his complaint. Ray warned passengers about the dangers of using ramps at airports after he slipped on a damp one at Delhi’s Terminal 2.

Ray, who arrived early in the morning on the flight, was asked to deboard using a ramp, as no aerobridge was available. He described the conditions as "damp and dark," with rain pouring that day. “Half way down the ramp, my right foot suddenly slipped on a moist patch on the ramp,” Ray recounted. He said he immediately felt excruciating pain after twisting his ankle. “The foot was completely bent and the pain was absolutely excruciating,” he said, sharing a photo of his swollen leg.

IndiGo's Response to the Incident

After the fall, Ray said he was assisted by another passenger and taken to a clinic at the terminal in a wheelchair. He was informed that his ankle was "shattered" and required surgery. Ray later filed a complaint on the AirSewa portal, but he was upset with the airline's response. “This is where IndiGo decided to add insult to my injury with their response,” he said. The airline claimed that the ramp was not wet, implying that Ray was lying. “I must be the idiot who can't walk down ramps as no one else fell that day,” Ray added.

Despite the injury and surgery costs, which left him unable to walk for months, Ray said the airline refused to offer compensation. “I now have a plate and bunch of screws in my right ankle, depend on a walker for limited mobility, two ugly surgery scars, & physiotherapy routine,” he shared.

IndiGo Denies the Claims

In response, IndiGo has reportedly denied Ray's claims, stating that they had inspected the ramp and found it to be "dry and in perfect working condition." The airline also mentioned that many passengers had used the ramp without issues. However, IndiGo expressed regret for the inconvenience caused and confirmed that their staff provided medical assistance. “As a gesture of goodwill, we shared a full refund of the air ticket shortly after the incident, which was swiftly accepted by the customer,” IndiGo stated in a statement.