Long queues, loud noises, and travelers racing to catch flights are all commonplace in airports. It is simple to become enmeshed in the confusion caused by the announcements, rolling bags, and crowded check-in desks. But even in the midst of all this chaos, little things can happen that make an impact. In these instances, service and empathy are more evident than anything else, demonstrating the human side of travel. One such experience was mentioned in a recent LinkedIn article. Dhiraj Golyan talked about his encounter with Chandan, an IndiGo employee with special needs who has speech and hearing impairments. What should have been a standard check-in evolved into an impressive demonstration of commitment and professionalism.
Golyan tweeted about his experience, saying, “I had an experience today at the IndiGo (InterGlobe Aviation Ltd) check-in counter that left me both humbled and inspired.” A man with hearing and speech impairments was the staff member helping me. I wasn’t sure how we would communicate at first, but he made sure that our check-in went as smoothly and quickly as possible with simply a kind grin and natural gestures. In addition to handling everything with ease, he went above and beyond by providing us with seats with more legroom close to the emergency exit and even waiving a few more kilograms of luggage, all of which were done with professionalism and friendliness. His serene demeanor and cheerful disposition have the power to make anyone’s day.
Golyan described the service as being characterized by efficiency, empathy, and confidence. “What struck me most was not his limitation, but his capability,” Golyan said. You checked me in for a lesson on attitude, resiliency, and the value of human connection, not just a flight, said the man behind the desk.
Golyan also praised IndiGo for providing Chandan and other people with opportunity in customer-facing positions. “This is true inclusion in action – not charity, but dignity through equal opportunity,” he stated. To read the entire post, click here.
When the post went viral, internet users responded quickly. “Thanks for sharing this, Dhiraj…as they say, your attitude determines your attitude,” was one of the many comments that complimented Dhiraj for sharing the experience. Fantastic work, IndiGo. According to others, “Fantastic, hope all airlines give equal opportunities to all.” Mr. Chandan received kind wishes from a number of users, one of whom said, “IndiGo…keep it up… Our best wishes go out to Mr. Chandan. His work is as wonderful as his name, and he has the best smell. He was also hailed by many as an inspiration to young people; one former employee went on to say, “Wow! IndiGo. For young people, Mr. Chandan is undoubtedly an inspiration. I’m proud to have worked for IndiGo in the past.
“Thank you for sharing your thoughtful experience with us, Mr. Golyan,” IndiGo also said in response to the post. We take pride in our team members who exemplify the principles that IndiGo upholds. Your comments emphasize the value of professionalism and sensitivity in all interactions, and we’ll make sure they know how much you appreciate it. We’re excited to accompany you on many more adventures.
