Government sources on Monday told CNN-News18 that the responsibility for initiating action in the case highlighted by Iltija Mufti, involving the alleged verbal abuse of a Muslim IndiGo ground staff member
by a passenger, rests primarily with the airline, not the aviation ministry or the regulator.
According to government sources, IndiGo would need to formally complain about the passenger for further action to be taken.
Under existing aviation rules, an unruly passenger can be placed on a no-fly list once the airline completes due process.
After that, the airline may share the details with other carriers, enabling wider enforcement of the restriction.
Sources clarified that the Ministry of Civil Aviation and the Directorate General of Civil Aviation (DGCA) have a limited role in such cases unless the airline initiates formal proceedings.
“The onus is on IndiGo to take the next steps as per established procedures,” a source said.
IndiGo, however, declined to comment on the matter when contacted.
The issue came to the fore after Iltija Mufti, an Indian politician from Jammu and Kashmir and daughter of former chief minister Mehbooba Mufti, posted a video on social media a few days ago.
“A woman passenger verbally assaults & heckles an Indigo Ground staff worker only because he’s Muslim. He’s too stunned to even utter a word. Interestingly enough this badtameez woman identifies herself as a BJP Minority leader. The irony isn’t lost on us,” she wrote.
A woman passenger verbally assaults & heckles an Indigo Ground staff worker only because he’s Muslim. He’s too stunned to even utter a word. Interestingly enough this badtameez woman identifies herself as a BJP Minority leader. The irony isn’t lost on us. @IndiGo6E are you going… https://t.co/tZVSLagDS6
— Iltija Mufti (@IltijaMufti_) December 22, 2025
In her post, she alleged that a woman passenger verbally assaulted and heckled an IndiGo ground staff member because of his religious identity.
She questioned the airline’s response to the incident and asked whether IndiGo would take action or remain silent.
The incident has since sparked debate online over passenger conduct and the accountability of airlines in handling cases of alleged harassment at airports.
