Airlines all over the world often advertise their in-flight services such as comfortable seating, scrumptious menu and an efficient crew. However, what many brands do not seem to realise is that a little bit of courtesy goes a long way. European carrier British Airways has been accused of being insensitive and racist after it offloaded an Indian family over a crying toddler.
The incident took place on British Airways London-Berlin flight (BA 8495) of July 23 with an officer of Indian Engineering Services and his family.
The three-year-old was reportedly wailing in the flight and the mother managed to console the child when the plane was taxiing for takeoff. However, the crew asking everyone to be seated and shouting at family scared the child even more, after which he started crying uncontrollably.
The IES officer has now complained about the incident and the carrier to aviation minister Suresh Prabhu, and said that the airline's behaviour was humiliating and racial, reported the Times of India.
"After security announcement for seat belt, my wife fastened the seat belt to my three-year-old baby (Seated on a separate seat) my son felt uncomfortable and started crying. My wife managed to (comfort) him by taking him in her arms," TOI quoted his complaint letter as saying.
"Male crew member approached us and started shouting. scolded my son to go to his seat. My son got terrified and started crying (inconsolably). Another Indian family sitting behind us offered the child some biscuits to console him. My wife again put the boy on his designated seat and fastened the seat belt even though he kept on crying."
The crew members of the airline are then said to have shouted at the child saying, "you bloody keep quiet otherwise you will be thrown out of the window." The officer went on to say that it was a terrifying experience.
The aircraft was then taken back to the terminal and the family and a few other flyers – all Indians – were deplaned. Crew members are said to have called in security personnel who took their boarding passes and offloaded them. The officer has also alleged that the crew members made racist comments about the family and requested that the incident be investigated.
British Airways too has spoken up on the matter and said that the airline would take up the matter seriously. "We take such claims like this extremely seriously and do not tolerate discrimination of any kind. We have started a full investigation and are in direct contact with the customer," the airline's spokesperson added.
