Sunday, March 9, 2025
An elderly woman collapsed at Delhi Airport after Air India allegedly failed to provide pre-arranged wheelchair assistance, sparking outrage and investigation.
An 82-year-old woman suffered serious injuries after reportedly collapsing at Indira Gandhi International Airport (DEL) in Delhi, allegedly due to Air India’s failure to provide her pre-arranged wheelchair assistance. The passenger’s granddaughter, Parul Kanwar, took to social media platform X to highlight the incident, accusing the airline of negligence that caused the elderly passenger significant harm.
Kanwar shared details stating that her grandmother, the widow of a distinguished lieutenant general, had explicitly arranged wheelchair support ahead of their scheduled flight from Delhi to Bengaluru on March 4, 2025. Despite prior confirmation from Air India, the wheelchair assistance was unavailable upon the elderly woman’s arrival at the airport.
Incident and Family Allegations
As per Kanwar’s claims, her grandmother was forced to walk unassisted toward the boarding area due to the absence of the pre-booked wheelchair. During this forced walk, the elderly passenger collapsed near the airline’s premium economy check-in counters, sustaining injuries to her head, nose, and lips.
According to the family’s account, airport and airline personnel initially provided no immediate assistance, leaving the injured passenger and her family to cope independently. Kanwar further alleged that when Air India eventually provided a wheelchair, they boarded her injured grandmother without proper medical assessment despite visible signs of injury and bleeding.
During the flight, the cabin crew reportedly provided basic assistance such as ice packs, and medical personnel at Bengaluru Airport were informed to prepare for her arrival. Upon landing, she received immediate medical care, including two stitches for her facial injuries.
Passenger’s Condition Deteriorates
Following the traumatic incident, Kanwar confirmed that her grandmother’s condition worsened, necessitating hospitalization in an intensive care unit (ICU) for two days. Doctors remain concerned about potential internal injuries, particularly brain hemorrhaging, and continue to closely monitor her deteriorating health.
The family, seeking justice for what they describe as clear negligence on the airline’s part, has lodged formal complaints with both Air India and India’s Directorate General of Civil Aviation (DGCA), urging prompt investigation and accountability.
Air India’s Official Statement
In response, Air India publicly acknowledged the incident but presented a markedly different account. An airline spokesperson claimed that the passenger and her family had arrived at the airport later than the recommended two-hour prior check-in, and wheelchair assistance was requested less than 90 minutes before departure from the dedicated Persons with Reduced Mobility assistance desk.
Air India contends the passenger voluntarily began walking without assistance and subsequently fell, after which airport authorities and an on-site doctor immediately intervened. The airline asserts the family declined further medical treatment on-site, insisting instead to proceed with the scheduled flight.
The airline emphasized that onboard staff consistently assisted the injured passenger throughout the flight and arranged prompt medical support upon arrival in Bengaluru. Air India also stated it has reached out to the passenger’s family, expressing concern and offering further assistance.
The DGCA is expected to review the family’s complaints, and further investigations into the incident are anticipated to follow.
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