Air India Wheelchair Cruelty | 'Taken Up Matter To Highest Authority', After Countering Passenger's Claims, Airline Responds

New Delhi: Days after Air India was accused of negligence that allegedly led to an 82-year-old woman’s fall and hospitalization, the airline has responded to the Directorate General of Civil Aviation (DGCA), asserting that wheelchair assistance was never denied and that the passenger's family arrived late at the airport.  

Air India’s Initial Defense: Countering the Claims 

In response to the growing criticism, Air India issued a statement refuting the family’s allegations, stating that the wheelchair request was made late, and at no point was assistance denied.  

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“While we fully empathize with her and wish her a swift recovery, we would like to clarify the following based on our investigation: The passenger, traveling with her family, arrived at the departure terminal much later than the recommended check-in time,” the airline stated.  

The airline claimed that the family approached the Persons with Reduced Mobility (PRM) desk less than 90 minutes before departure—a delay that contributed to the non-availability of a wheelchair immediately upon request.  

Air India further argued that: 

- The passenger decided to walk on her own accord while waiting for the wheelchair.  

- Upon falling at the airport, she was attended to immediately by airport officials and an on-duty doctor.  

- After being offered further medical assistance, the family declined and insisted on proceeding with the journey.  

- Upon arrival in Bengaluru, the airline arranged for immediate medical care at Apollo Hospital inside the airport, where the passenger received stitches inside her mouth* before being escorted out by Air India staff.  

Air India Responds to DGCA: Acknowledging Concerns and Ordering an Investigation  

Following the DGCA complaint, Air India officially responded to the aviation regulator, stating that the matter had been taken up at the highest levels within the airline.  

“We have taken up the matter at the highest authority at Air India with great concern and are investigating it comprehensively, including CCTV reviews and staff inquiries,” Air India stated in its response to DGCA.  

The airline acknowledged an unprecedented surge in wheelchair demand at the airport, stating that around 93 wheelchairs were being used at departures and 84 at arrivals at the time of the incident, causing an unexpected delay in service.  

“Due to an unprecedented peak in demand at that hour, a wheelchair could not be provided within the 15 minutes the family spent waiting. The claim that the passenger waited for an hour is baseless,” Air India stated.  

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The airline assured DGCA that it would conduct a thorough investigation and revert with further details.  

The controversy erupted after Raj Pasricha, widow of a decorated Lieutenant General, reportedly waited for over an hour for a pre-booked wheelchair at Delhi’s Indira Gandhi International Airport. Unable to wait any longer, she attempted to walk but collapsed near the Air India premium economy counter, suffering severe injuries.   

Passenger's Family Alleges Air India’s Negligence

The passenger’s granddaughter, Parul Kanwar, took to social media to share the family’s ordeal, accusing Air India of cruelty and neglect.  

“With no other option, this old lady slowly made her way across three parking lanes at T3 New Delhi, on foot with assistance from a family member. She managed to enter the airport on foot; still, no wheelchair or assistance was provided. Ultimately, her legs gave way, and she fell in front of the Air India premium economy counter. Not one person stepped in to help,” Kanwar wrote on X (formerly Twitter). 

She further alleged that the airline failed to provide first aid, and a wheelchair was only made available after her grandmother boarded the aircraft with a bleeding lip, head injuries, and a broken nose.  

The incident drew severe backlash, with senior government officials, including Kanchan Gupta, a Senior Advisor at the Ministry of Information & Broadcasting, condemning the airline.  

“Clearly, @AirIndia has no ability to run Air India. Everyday horror stories are the new norm at the airline founded by JRD Tata and repurchased from GoI by @TataCompanies,” Gupta wrote, calling the incident an "Everyday Horror."  

Following the widespread outrage, the family lodged a formal complaint with DGCA, demanding accountability from Air India.  

Public Outrage and Calls for Accountability

The case has reignited debates over airline services for elderly and disabled passengers. Critics argue that airlines must have better provisions to accommodate wheelchair users, especially those with pre-booked assistance requests.  

This is not the first time Air India has faced backlash over passenger service failures. Recently, Union Minister Shivraj Singh Chouhan criticized the airline for assigning him a broken seat on a flight from Bhopal to Delhi, calling out the airline’s poorly maintained seating and inadequate services.