Defensive Air India Decides to Counter Passenger, Refuses to Accept Blame

New Delhi: An 82-year-old woman was hospitalized in the ICU after falling at Delhi Airport while traveling with Air India , following the alleged denial of a pre-booked wheelchair.

The woman, the widow of a decorated Lieutenant General, reportedly waited for over an hour for the wheelchair. Left unattended, she was forced to walk despite her physical limitations, ultimately suffering serious injuries.

Her granddaughter accused Air India of failing to provide first aid, claiming that a wheelchair was offered only after the elderly woman boarded the aircraft with a bleeding lip and injuries to her head and nose.
 

Also Read: 'Everyday Horror': Kanchan Gupta Questions Air India's Ability to Carry Forward Tata's Legacy

Her granddaughter, Parul Kanwar, took to X to share the harrowing ordeal.

“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,” she wrote.

Kanwar expressed her frustration, stating, “You treated my grandmother so poorly, and with such little regard. You should be ashamed.”

The family has filed complaints with the Directorate General of Civil Aviation (DGCA) and Air India, demanding accountability.

Senior Advisor at the Ministry of Information & Broadcasting, Government of India, Kanchan Gupta, criticized the airline for its negligence, questioning its ability to ensure passenger safety and manage operations effectively under the Tata Group’s ownership.

Also Read: Air India Under Fire After 82-Year-Old Falls at Delhi Airport, Lands in ICU; Airline Responds
 

Air India Refutes Claims

Amid public outrage, an Air India spokesperson defended the airline, stating that the family had arrived later than the recommended check-in time and that at no point was wheelchair assistance denied.

“There are allegations on media platforms that an elderly lady suffered grievous injuries at Delhi Airport due to Air India’s negligence. 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 two hours before departure.”

Also Read: If Airline Charges Money, It Must Provide Proper Facilities: Chouhan On Air India's Broken Seat Row

The airline further alleged that the family reported to the Persons with Reduced Mobility (PRM) desk less than 90 minutes before the scheduled departure to request a wheelchair.

“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,” the airline stated.

The airline also contended that the passenger had walked of her own accord.

“On their own accord, the passenger decided to walk with her companions. Unfortunately, she suffered a fall at the airport. Upon noticing the incident, Delhi Airport officials and the on-duty airport doctor immediately attended to her and provided first aid.”

Air India further claimed that the doctor’s offer for additional medical assistance was declined, and the family chose to continue their journey to Bengaluru.

“We understand that the doctor’s offer for further medical attention was declined, and the family insisted on continuing their travel. Throughout the process, Air India staff were courteous, assisting them through check-in, priority security, and boarding. The passenger also received necessary care during the flight from Delhi to Bengaluru.”

Concluding its statement, Air India reiterated that at no point was wheelchair assistance denied.

“Upon reaching Bengaluru, at the family’s request, the passenger was escorted by our staff for further medical attention at Bengaluru Airport and later to the drop-off point.

“At no stage was a wheelchair or assistance denied. Air India’s staff cooperated fully with the guests throughout their journey. We have reached out to the guest’s family and wish her a speedy recovery.”

Earlier, Air India responded to the woman’s granddaughter’s post, stating they would like to connect with her over a call.

Kanchan Gupta Blasts Air India

Gupta took to X, describing the incident as an “Everyday Horror” and questioning whether the airline, originally founded by JRD Tata, was capable of operating efficiently under its new management.

“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. The grim story of an 82-year-old widow of a decorated General is Air India’s boastful claim on #WomensDay,” he wrote.

This is not the first time Air India has come under fire for poor service. Recently, Union Minister Shivraj Singh Chouhan criticized the airline for allotting him a broken passenger seat during a Bhopal-Delhi flight. He accused Air India of deceiving passengers with poorly maintained seats and inadequate service.