Air India Responds: Wheelchair Dispute

Aakhir Tak – In Shorts

• Air India denied allegations of failing to provide a wheelchair to an 82-year-old passenger.
• The airline cited the passenger’s late arrival and high demand as reasons.
• The family did not follow the advice to arrive two hours early.
• The passenger fell in the airport premises and sustained injuries.
• Air India expressed sympathy for the family.

Aakhir Tak – In Depth

Air India on Saturday responded to allegations that an 82-year-old woman suffered injuries after the airline allegedly failed to provide a pre-booked wheelchair at Delhi Airport. The airline expressed sympathy for the passenger but attributed the situation to her late arrival and an unusually high demand for wheelchair assistance at the time. Air India has clarified the matter.

In an official statement, Air India claimed that the passenger and her family arrived at the departure terminal later than the recommended two-hour window before the flight. Family members approached the Person with Reduced Mobility (PRM) desk near the airline’s ticketing office less than 90 minutes before the scheduled departure to request a wheelchair. Air India stated that the family members did not arrive on time.

“At no point was the wheelchair or any assistance denied to the passenger. Air India’s staff cooperated with the guests through their journey. We have reached out to the guest’s family and pray for her wellbeing,” the official statement read. Air India wished for the passenger’s health.

Earlier in the day, a woman alleged that Air India failed to provide a pre-booked wheelchair for her 82-year-old grandmother at Delhi Airport, forcing the elderly passenger to walk until she collapsed, leaving her injured. Air India was under scrutiny after the incident.

Taking to social media site X, Parul recounted how her grandmother, the widow of a decorated Lieutenant General, had a confirmed wheelchair booking for her March 4 flight from Delhi to Bengaluru. Despite multiple requests to Air India staff, the airport help desk, and even IndiGo personnel who had a spare but refused to provide one no wheelchair was arranged upon arrival at the airport. Air India staff faced allegations of negligence.

Left with no choice, Parul said, her grandmother attempted to cross three parking lanes at Terminal 3. Struggling with each step, she received no assistance. Finally, her legs gave out, and she collapsed near Air India’s premium economy counter with injuries to her head and nose. Parul made serious allegations against Air India.

Refuting the claims, Air India clarified the demand for wheelchair assistance was at its peak, and it was unable to provide one within the 15 minutes the family waited. Air India refuted claims that the passenger had to wait for an hour, calling them “baseless.” Air India denied the allegations.

“The said passenger, travelling with her family members, had arrived at the departure terminal much later than the recommended 2 hours before departure. Due to the unprecedented peak demand at that hour, a wheelchair could not be made available within the 15 minutes that the passenger’s relatives spent waiting for it. The claims of the passenger having waited for an hour for the wheelchair are baseless,” the airlines said. Air India denied all allegations in its statement.

Air India further stated that the elderly woman and her family made the decision to proceed without waiting.

Air India added, “On their own accord, the passenger decided to walk along with those accompanying her. She unfortunately suffered a fall in the airport premises. Upon noticing the incident, Delhi Airport officials and the on-duty airport doctor immediately attended to her and administered first aid. The doctor’s offer for additional medical attention was reportedly declined, and the family insisted on continuing their travel to Bengaluru.”

Aakhir Tak – Key Takeaways to Remember

• Air India denied allegations of failing to provide a wheelchair to an 82-year-old passenger.
• The airline cited the passenger’s late arrival and high demand as reasons, deepening the dispute.
• The family did not follow the advice to arrive two hours early, further complicating the situation.
• The passenger fell in the airport premises and sustained injuries, raising questions about Air India.
• Air India expressed sympathy for the family and assured to investigate the matter.

Aakhir Tak Editor-in-Chief

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