Air India faces backlash for failing to provide wheelchair to 82-year-old woman. | Image:
R Business
New Delhi: Amid a raging controversy over Air India ’s treatment of passengers, Republic has exclusively accessed the complaint copy detailing a shocking case of alleged negligence. A woman, Parul Kanwar, took to social media to expose the airline’s failure, claiming that her 82-year-old grandmother was left injured after Air India failed to provide a pre-booked wheelchair at Delhi Airport. The elderly passenger was reportedly forced to walk, ultimately collapsing due to exhaustion. The distressing incident has sparked national outrage, raising serious concerns over the airline’s handling of passenger welfare.
In the complaint accessed by Republic, it is detailed how the octogenarian woman was forced to walk across three parallel road lanes, navigate through security, and reach the check-in counter—without any help or support from Air India or airport staff.
What Does the Complaint Claim?
Flight No: AI 2600 (Delhi to Bengaluru) Departure Time: 1700h from T3, Delhi Web check-in was completed, and DigiYatra was enabled well in time. Wheelchair assistance was pre-booked, registered, acknowledged, and confirmed by Air India during ticket booking and web check-in (copy of ticket enclosed as Att 1). The passenger, Mrs. Raj Pasricha, is a chronic diabetic and heart patient with serious mobility issues. Sequence of Events Leading to the Incident
The passenger arrived at T3 at 1445h on March 4, 2025. Directed to the wheelchair assistance desk, located across three parallel road lanes near the departure terminal entrance. Reached the wheelchair assistance help desk at 1500h and requested assistance from Mr. SC Verma (AI Service Coordination Assistant) between 1500h and 1530h. Mr. Verma expressed helplessness, stating that the matter was beyond his control and only his senior in charge, Mr. Shyam, could intervene. As no wheelchair was provided, the family tried speaking to Mr. Shyam and requested assistance again. They were told that wheelchair availability was being arranged as per availability, and flight departure time was not a priority. By 1550h, no confirmation of wheelchair availability was given. With no assistance, Mrs. Raj Pasricha was forced to walk across three parallel road lanes, through security, and up to the check-in counter. No help or support was provided by Air India or airport staff. Serious Consequences of Negligence
Due to the strain and anxiety caused by the airline’s insensitive and careless handling, the 82-year-old woman collapsed in front of the Air India check-in counter (premium economy section), suffering head injuries, a bleeding nose, a cut upper lip and tongue, and broken teeth.
Despite the severity of the situation, Air India staff neither helped lift the injured passenger nor facilitated medical assistance.
Her grandson, Nikhil Jasrotia (travelling with the passenger, PNR 6SSYLG), repeatedly pleaded with AI staff to call the medical room. However, no support was provided, apart from pointing them in the direction of the MI room.
Eventually, family members lifted the injured passenger and seated her on a bench. They were then forced to run around seeking medical attention on their own.
No Accountability from Air India Staff
Despite multiple attempts to request wheelchair assistance from various counters—including the wheelchair assistance counter, DigiYatra counter (where Indigo provides free wheelchairs but did not in this case due to Air India booking), and the premium economy check-in counter—no meaningful corrective action was taken by Air India staff at T3.
Key Questions Raised in the Complaint
Is there no Standard Operating Procedure (SOP) for timely wheelchair assistance, which was requested as per Air India’s protocol? If a wheelchair-bound passenger were travelling alone, is the expectation that they must navigate drive-through lanes unaided, reach the AI wheelchair counter, and then wait their turn? What is the purpose of pre-booking/registering for a wheelchair? Who at T3 AI Delhi management is responsible for managing such an inadequate system for wheelchair-bound passengers? Who in AI hierarchy at T3 is accountable for the serious injuries suffered by the passenger, and what legal action can be taken? Upon arrival at T2 Bengaluru (BLR), medical room assistance was promptly provided by BGL airport management, which was helpful and responsive. Why did Air India not handle the situation with seriousness instead of issuing generic statements? Air India’s Response
In response to the complaint, Air India issued the following statement:
“We are sorry to have learnt of your harrowing experience. We assure you that we will look into this with all the seriousness it deserves and ensure that necessary action will be taken to avoid repetition of such behaviour by the AI staff that led to the mishap.”
‘Such little value for human life and wellbeing’
Taking to X, Parul Kanwar called out Air India’s negligence as she narrated the distressing account of the incident. “I post this because I have no choice, and because it infuriates me that there is such little value for human life and wellbeing. Air India, you treated my grandmother so poorly, and with such little regard,” Kanwar said.
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