IndiGo Passenger Shares Heartwarming Encounter With Specially-Abled Staff Member At Airport

Airports are usually filled with noise, long lines, and the constant movement of travellers rushing to catch flights. Between the announcements, rolling suitcases, and busy check-in counters, it is easy to feel swept up in the chaos. Yet, amid this hustle, small moments can emerge that leave a lasting impression. It is in these moments that we see the human side of travel, where service and empathy stand out more than anything else. A recent LinkedIn post highlighted one such encounter. Dhiraj Golyan shared his experience with Chandan, a specially-abled IndiGo staff member who is hearing  and speech impaired. What could have been a routine check-in turned into a remarkable display of professionalism and dedication.

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Sharing his experience, Golyan wrote, "Today, at the IndiGo (InterGlobe Aviation Ltd) check-in counter, I had an experience that left me both humbled and inspired. The staff member assisting me was a specially-abled gentleman, hearing and speech impaired. At first, I wasn't sure how our interaction would go, but with just a warm smile and effortless gestures, he ensured one of the smoothest and quickest check-ins I have ever had. Not only did he manage the process seamlessly, he also went above and beyond by offering us extra legroom seats near the emergency exit and even waiving a few extra kilos of luggage, all delivered with kindness and professionalism. His calm presence and smiling attitude could brighten anyone's day."

"What struck me most was not his limitation, but his capability," Golyan shared, adding, "This was service marked by confidence, empathy, and efficiency. To that gentleman at the counter, you didn't just check me in for a flight, you checked me into a lesson on attitude, resilience, and the power of human connection."

Golyan also commended IndiGo for empowering individuals like Chandan by giving them opportunities in customer-facing roles. "This is true inclusion in action - not charity, but dignity through equal opportunity," he added. Click here to read the full post. 

Internet users were quick to react to the viral post. Many praised Dhiraj for sharing the story, with one commenting, "Thanks for sharing this, Dhiraj...as they say, your attitude determines your attitude. Great going IndiGo." Others expressed hope for equal opportunities in the aviation sector, saying, "Fantastic, hope all airlines give equal opportunities to all." Several users sent their best wishes to Mr. Chandan, with one writing, "IndiGo...keep it up...Our best wishes to Mr. Chandan..what a great name..greatest fragrance..and his work like his name." Many also called him an inspiration for young people, with one former employee adding, "Wow! IndiGo. Mr. Chandan is indeed an inspiration for young youth. Proud of being an ex-employee of IndiGo."

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IndiGo, too, responded to the post, saying: "Thank you for sharing your thoughtful experience with us, Mr. Golyan. We are proud of our team members who embody the values we strive for at IndiGo. Your feedback highlights the importance of empathy and professionalism in every interaction, and we will ensure your appreciation is shared with them. We look forward to serving you on many more journeys."

What are your thoughts on this incident? Have you ever experienced something similar while travelling? Share your story with us in the comments below!