Five visually impaired musicians bound for a three-month concert tour in the United States have alleged that they were denied boarding by Cathay Pacific at Kempegowda International Airport, triggering accusations of discrimination and insensitive treatment.
The group, associated with Samarthanam Trust for the Disabled, was scheduled to travel on a Cathay Pacific flight from Bengaluru in the early hours of Thursday.
Dispute over excess baggage
According to the travellers, the issue arose during check-in when airline staff informed them that their baggage exceeded the permitted allowance due to multiple pieces being carried.
The group claimed they agreed to pay the excess baggage charges, but faced difficulties when a payment link provided by the airline allegedly failed to work despite multiple attempts.
They further alleged that alternative payment options were not accepted and that efforts to resolve the issue before departure were unsuccessful.
As a result, all five passengers were unable to board the flight.
Trust alleges discrimination
Mahantesh G K, founder and Managing Trustee of Samarthanam Trust for the Disabled, expressed disappointment over the incident and alleged that the passengers were treated unfairly because of their disability.
The trust has stated that it is considering legal action against the airline, alleging discrimination and inappropriate conduct by staff members.
To ensure the musicians did not miss their international commitments, the organisation reportedly booked alternative tickets through another airline at a cost exceeding Rs 6 lakh.
Airline denies discrimination
Responding to the allegations, Cathay Pacific stated that the matter was related to the non-completion of excess baggage payment within the required operational timeline and not to the passengers’ disability.
The airline said its staff extended assistance and additional time to help complete the payment process but the transaction could not be finalised before flight departure.
Cathay Pacific also reiterated its commitment to providing equal and respectful service to all passengers and apologised for the inconvenience caused.