Even as the civil aviation regulator, DGCA, has called for a meeting with domestic passenger carriers on the issue regarding wheelchair availability, industry insiders told businessline that the service is being ‘grossly misused by some passengers.’

At present, wheelchair facilities are provided from the ‘Kerbside to Cabin’ and from the ‘Kerbside to Stairs or Ramp,’ depending upon the usage of the aerobridge to board the aircraft.

“’Kerbside to Cabin’ wheelchair assistance is capped, and only a limited number of requests can be accepted. The calculation is based on the number of cabin crew onboard the aircraft. This kind of service is generally prevalent on long-haul international flights,” an industry insider told businessline.

“The maximum misuse is witnessed in other service from the ‘Kerbside to Stairs or Ramp.’”

An airline executive told businessline that some passengers, who are physically fit, take these reserved services as free airport assistance to avoid getting into long queues. 

“This is especially done by people who book their old parents and relatives flying solo, for whom navigating airports is a challenge because of language issues and lack of knowledge of airport infrastructure,” the executive said.

Delhi-Newark flight

Citing examples of misuse of the facility on long-haul flights, the executive said that on March 20, 2025, 89 wheelchair requests were received for Air India’s Delhi-Newark flight. This flight had a capacity to ferry 316 passengers.

Besides, the executive pointed out another example of AI127, the Delhi-Chicago flight, operated on February 19, 2025. 

The flight had received 99 wheelchair requests.

“The number of requests for ‘Kerbside to Stairs or Ramp’ is in the thousands per day,” the executive said.

Notably, the large number of requests can be gauged from the fact that IndiGo and Air India offer the maximum number of complimentary wheelchair services per month.

On its part, IndiGo, on average, offers 1,70,000 complimentary wheelchair services per month, while Air India offers 1,00,000.

“High demand can sometimes delay the availability of this facility, resulting in fines for airlines. While this represents a monetary loss, it is, more importantly, a loss of reputation,” another industry representative told businessline.

Meanwhile, the Directorate General of Civil Aviation (DGCA) will meet with domestic airlines to address concerns regarding wheelchair accessibility for travellers.

businessline was the first to report that the meeting has been called after concerns emerged regarding delays, limited availability, and an insufficient number of wheelchairs.

Elderly passengers

Besides, the issue has become more pronounced amid a rise in the number of elderly passengers and air travellers with disabilities.

Sources had told businessline that “the regulator is expected to hold an overall discussion with the airlines on strategies to enhance services related to wheelchair availability and assistance at airports.” 

Earlier, senior officials from the Civil Aviation Ministry informed businessline that airlines must enhance the timeliness and availability of wheelchair assistance services.

In particular, reports of passengers waiting for extended periods for wheelchair assistance — sometimes missing their flights — have sparked significant backlash among netizens and disability rights groups.

As per sources, the regulator plans to propose the establishment of standardised guidelines for wheelchair assistance across all airlines and airports.

“A service standard in this regard is necessary. The regulator may also seek legal opinions on the airlines’ proposals. This is a highly sensitive issue,” sources stated.

“The absence of a standardised, consistent, and reliable guidelines-based system across various airports and airlines has worsened the issue.”