Air India has refuted allegations of negligence after a passenger accused the airline of failing to provide a pre-booked wheelchair for her 82-year-old grandmother at Delhi Airport, leading to her collapse and subsequent injuries.
The airline has asserted that assistance was not denied at any point.
Parul Kanwar, an X user, claimed that her grandmother, the widow of a decorated lieutenant general, was injured at Indira Gandhi International Airport due to the airline’s alleged failure to provide the wheelchair that had been booked in advance.
In a post on X, Kanwar wrote, “For our travel back from Delhi to Bangalore on 4th March 2025, we booked a wheelchair for my 82-year-old grandmother well in advance—confirmed by the airline. Upon reaching the airport, she was not allocated one.”
She further alleged that the elderly woman was left with no choice but to walk across three parking lanes at Terminal 3 with assistance from a family member. Despite managing to reach the airport building, she was still not provided with a wheelchair or any assistance, Kanwar claimed.
“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,” Kanwar wrote.
She added that Air India staff failed to assist even after her grandmother fell, sustaining injuries including a bleeding lip and wounds to her head and nose. The family had to arrange medical help themselves, she claimed. “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.”
“Expectation from Air India staff was for the family member to go to the MI 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. The 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,” she added.
Kanwar further alleged that her grandmother’s condition worsened after the journey, leading to her admission in the ICU.
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“Today, I sit here typing this from the ICU. She has been here 2 days under observation 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 said.
The family has filed complaints with the Directorate General of Civil Aviation (DGCA) and Air India, seeking accountability for the alleged lapse.
Amid mounting criticism, Air India issued a statement denying the allegations.
“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 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. 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,” an Air India spokesperson stated.
The airline contended that the passenger chose to walk on her own and that assistance was provided when she fell.
“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. We understand that 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,” the spokesperson said.
The airline also stated that assistance continued upon arrival in 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. 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.”
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