Air India on Saturday issued a statement refuting claims that an 82-year-old woman was denied a pre-booked wheelchair, leading to her collapse and injuries at Delhi Airport. The airline expressed sympathy for the elderly passenger but maintained that the situation arose due to her late arrival and an unprecedented demand for wheelchair assistance at the time.
Air India’s Official Response
In an official statement, Air India clarified that the passenger and her family arrived at the airport later than the recommended two-hour window before departure. Her relatives approached the Person with Reduced Mobility (PRM) desk just 90 minutes before the scheduled flight to request a wheelchair.
“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 well-being,” the airline said in its statement.
What the Family Claims Happened
Earlier in the day, a woman named Parul took to social media platform X (formerly Twitter) to accuse Air India of failing to provide a pre-booked wheelchair for her grandmother.
Parul alleged that her grandmother, the widow of a decorated Lieutenant General, had confirmed wheelchair assistance for her March 4 flight from Delhi to Bengaluru. However, despite repeated requests to Air India staff and even IndiGo personnel, no wheelchair was arranged upon arrival.
Despite repeated requests to Air India staff and even IndiGo personnel, no wheelchair was arranged upon arrival., Parul claimed in an X post.
Left with no other option, the elderly woman attempted to walk across three parking lanes at Terminal 3 but eventually collapsed near Air India’s premium economy counter, sustaining injuries to her head and nose.
Air India Refutes Claims of an Hour-Long Wait
Air India dismissed the allegations, stating that the demand for wheelchair assistance was at its peak, making it impossible to arrange one within 15 minutes. The airline further denied claims that the passenger had to wait for an hour, calling them “baseless.”
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“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,” Air India said.
Elderly Passenger’s Fall & Medical Response
The airline emphasized that the passenger and her family ultimately decided to proceed without waiting for a wheelchair.
“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.”
According to Air India, the doctor offered additional medical attention, but the family declined and insisted on continuing their journey to Bengaluru.
Rising Concerns Over Passenger Assistance
The incident has sparked concerns regarding passenger assistance services at Indian airports, particularly for elderly and disabled travelers. Many social media users have since demanded better infrastructure and accountability for airlines handling passengers with reduced mobility (PRM).
With growing scrutiny on aviation services, airlines may soon face increased pressure to improve accessibility and ensure smoother travel experiences for vulnerable passengers.
