A shocking incident at Delhi Airport has sparked outrage after an 82-year-old woman suffered injuries following an alleged denial of a pre-booked wheelchair by Air India.
The elderly passenger, who had reserved the assistance in advance, reportedly waited for an hour before being forced to walk a considerable distance with the support of a family member. Unfortunately, exhaustion and physical strain led to her collapse near an airline counter, resulting in injuries to her head, nose, and a bleeding lip.
The incident took place on March 4 when the woman was scheduled to fly from Delhi to Bengaluru. According to her granddaughter, Parul Kanwar, who shared the incident on X, the elderly passenger was allegedly left without a wheelchair for almost an hour by the Air India staff at IGI Airport. “She is being observed for potential brain bleeds,” said Kanwar in her post.
Despite pre-booking a wheelchair, no assistance was provided upon the woman’s arrival at the airport. Repeated requests to the airline staff and the airport helpdesk reportedly went unheard for nearly an hour. “No assistance was offered for almost an hour,” Kanwar mentioned in her post.
According to the woman’s granddaughter, despite the fall, no immediate medical assistance was provided by the airline staff. She claimed that the airline’s response was delayed and inadequate, leaving the injured passenger in distress. It was only after a prolonged wait that a wheelchair was finally arranged, allowing the woman to board the aircraft while still bleeding and in pain.
In response to the incident, Air India issued an official statement expressing sympathy for the passenger but attributing the situation to an unusually high demand for wheelchair services at the time.
The airline further stated that the passenger and her family had arrived at the airport later than the recommended two-hour window before the flight. According to Air India, the family approached the Person with Reduced Mobility (PRM) desk near the airline’s ticketing office less than 90 minutes before departure to request a wheelchair, which added to the logistical challenges.
Despite the airline’s explanation, the incident has raised serious concerns regarding the treatment of elderly and disabled passengers at airports. Many believe that regardless of arrival time, pre-booked wheelchair services should be prioritized and handled with efficiency to avoid such distressing situations.
This case has reignited discussions on the need for better assistance facilities at Indian airports, with several passengers sharing similar grievances about delays and inadequate support. Passenger advocacy groups are calling for stricter regulations to ensure airlines fulfill their commitments to passengers with reduced mobility, emphasizing that incidents like these should not be repeated.
As the controversy unfolds, it remains to be seen whether Air India will take corrective measures to address the concerns raised by the affected family and the broader public. Meanwhile, the elderly woman continues to recover from the injuries sustained due to the unfortunate ordeal.