A female passenger at Mumbai airport allegedly assaulted an Air India Express staff member over a priority check-in issue on Sunday. The incident escalated when the passenger became abusive after being asked to wait, leading to her detention by security forces.
On September 1st, a disagreement at the check-in counter of Air India Express at Mumbai airport turned violent. The female passenger reportedly grew agitated after being requested to wait while another traveler was assisted. Frustrated by the delay, she verbally abused and physically assaulted the staff member.
An Air India Express spokesperson confirmed the event, stating, “A passenger at Mumbai airport misbehaved with a member of our ground operations team. The Duty Manager immediately informed the CISF, and in line with our Standard Operating Procedures, the passenger was handed over to the police.”
The airline expressed its firm stance against such conduct, reiterating its “zero-tolerance approach to any behavior that threatens the safety and well-being of our guests and employees, or that of our partners.” The airline’s response aligns with the Civil Aviation Requirements (CAR) issued by the Directorate General of Civil Aviation (DGCA) regarding the handling of unruly passengers.
The DGCA guidelines classify unruly behavior into various levels, with physical abuse—such as hitting, kicking, or inappropriate touching—considered a Level 2 offense. Under these rules, airlines can impose an immediate ban of up to 30 days and report the offender to the DGCA for possible addition to the No-Fly list. Other airlines may also follow suit based on the severity of the offense.
The passenger in question was handed over to local authorities, with a First Information Report (FIR) filed. The incident underscores the growing concern over unruly passengers in aviation and the importance of strict enforcement of guidelines to ensure the safety of both passengers and airline staff.