Wheelchair Delayed, 82-Year-Old Air India Passenger Falls, Airline Responds

An 82-year-old woman is in an ICU, under observation for potential brain bleeds, following a fall at the Delhi airport after a wheelchair, which was pre-booked with Air India, was allegedly delayed. After waiting for the wheelchair, the woman - the widow of a decorated Lieutenant General - had to walk a considerable distance at the airport with the help of a family member and fell near a counter of the airline when her legs gave way.

The woman's granddaughter alleged that she was not provided first aid and, after a wheelchair finally arrived, boarded on the aircraft with a bleeding lip and injuries to her head and nose. The granddaughter said her grandmother has been in the ICU for two days and the left side of her body is losing strength.

Strongly contesting the granddaughter's version of events, Air India has said the passenger arrived much later than the recommended two hours before departure and that the claim of the woman waiting for an hour is baseless. Acknowledging that the wheelchair could not be made available in the 15 minutes that the family waited because of "unprecedented peak demand", the airline said the woman's family decided, of their own accord, that they would walk. Air India also said its staff cooperated with the family throughout the journey and that it was praying for the woman's wellbeing.

In a post on X, which was last edited at 2 am on Friday, the granddaughter, Parul Kanwar, wrote that they had booked an Air India flight (AI2600) from Delhi to Bengaluru for Tuesday. Among the travellers was her 82-year-old grandmother, whose name, according to a ticket shared by Ms Kanwar, is Raj Pasricha. The ticket also mentions a special request for a "wheelchair to aircraft door" and states that it is confirmed.

"I post this because I have no choice, and because it infuriates me that there is such little value for human life and wellbeing," a clearly exasperated Ms Kanwar wrote.

'No One Helped'

Ms Kanwar recalled that when they reached Terminal 3 (T3) of the Indira Gandhi International Airport, Ms Pasricha was not allotted a wheelchair. The family, she said, tried for an hour and requested Air India's staff, the airport help desk as well as staff members from another airline, but no wheelchair could be arranged.

"With no other option, this old lady slowly made her way across 3 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 - she fell in front of the Air India premium economy counter. Not one person stepped in to help. We requested someone to help get first aid - no help," Ms Kanwar wrote.

"Expectation from Air India staff was for the family member to go to the MI (medical inspection) room and get medical aid. Finally, the wheelchair arrived, and she was promptly boarded without a proper checkup with a bleeding lip and injury to her head and nose. On flight crew did help with ice packs and called ahead to Bangalore airport for medical aid, where she was seen by a doctor and given 2 stitches (sic)," she added.

'Long Road Of Pain'

Ms Kanwar said she was typing the post from an ICU, where her grandmother has been under observation for two days for potential brain bleeds.

"My mother and father watch as doctors pump her with medication, and her left side loses strength. From where we stand, it's a long road ahead of pain and recovery which she did not deserve," she wrote.

The family, Ms Kanwar added, has lodged complaints with the Directorate General of Civil Aviation and Air India and is awaiting action.

Air India Response

In a detailed statement issued on Saturday, Air India said the claim that the woman waited for an hour was "baseless" and that a wheelchair was not denied.

"While we fully empathise with the lady and wish her a swift recovery, we would like to state the following based on our investigation: The said passenger, travelling with her family members, had arrived at the departure terminal much later than the recommended 2 hours before departure. Family members/relatives accompanying the passenger had reported at the PRM (Person with Reduced Mobility) desk located near Air India's ticketing office less than 90 minutes before the scheduled time of departure to request for a wheelchair," the airline said.

"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. 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, officials of the Delhi Airport, as well as the airport doctor on duty immediately attended to her and administered first aid," Air India said in the statement.

The airline said that, according to its findings, the doctor's offer for additional medical attention was not accepted and the guest's family members "insisted" on continuing their travel to Bengaluru.

"Through this process, Air India staff were courteous, escorted them from immediate check-in through to priority security check and boarding. The passenger was also provided all possible care during the flight from Delhi to Bengaluru. Upon reaching Bengaluru, as requested by the family members, the guest was escorted by our staff for further medical attention in the Bengaluru Airport premises, and later also escorted until the drop-off point," Air India said.

"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 wellbeing," it added.