A viral social media video shows an interaction at an IndiGo airport involving Afjal, a baggage check-in employee who has a speech and hearing impairment. The clips, shared by a passenger, depict Afjal guiding a traveler through the self check-in and baggage drop process. Despite not being able to hear or speak, Afjal uses a visible guidance approach—such as gestures, facial expressions, and clear visual cues—to complete the process smoothly. In the video, Afjal wears a badge that states he cannot hear or speak but will be happy to assist, which the passenger and other viewers highlight as a clear indicator of his role and attitude.
The passenger who posted the video describes the experience as free of communication barriers and says Afjal coordinates effectively. After receiving his boarding pass, the passenger is shown thanking Afjal with a handshake. The post and surrounding commentary generate wide attention online, with many users praising both Afjal’s professionalism and IndiGo’s employment and inclusion of people with disabilities. The reports frame the moment as an example of effective customer service and communication beyond spoken language.
