A woman said that her 82-year-old grandmother was injured after Air India did not provide a wheelchair that was pre-booked at Delhi Airport. This forced her to walk, and she collapsed.
In a post on X, Parul Kanwar criticized the airline for its carelessness and shared the upsetting details of what happened.
Parul explained that her grandmother, who is the widow of a respected Lieutenant General, had a confirmed wheelchair booking for her flight from Delhi to Bengaluru on March 4. However, when they reached the airport, no wheelchair was given, even after asking Air India staff, the airport help desk, and even IndiGo workers, who had an extra wheelchair but refused to provide it.
Parul shared her experience, saying, “For our travel back from Delhi to Bangalore on 4th March 2025, we booked a wheelchair for my 82-year-old grandmother (widow of a decorated Lt General, who has fought for India in several wars) well in advance – confirmed by the airline. Upon reaching the airport, she was not allocated one. We tried for almost an hour, requesting airline staff, airport help desk, alternate airline staff from IndiGo (who incidentally, had a free wheelchair but won’t share),” Parul said.
She explained how they struggled to get a wheelchair despite numerous requests to different staff members at the airport.
With no other choice, the elderly woman tried to walk across three parking lanes at Terminal 3. She struggled, but no one offered help. Eventually, she collapsed near Air India’s premium economy counter.
Parul said no staff members helped, and the family had to arrange medical help on their own.
When a wheelchair finally arrived, the airline boarded her without checking her injuries, even though they were clearly visible.
“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. 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 the Bangalore airport for medical aid, where she was seen by a doctor and given 2 stitches,” Parul said.
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Parul shared that her grandmother had to be admitted to the ICU because doctors were worried about brain bleeds.
“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 added.
“We have lodged complaints at DGCA, and with Air India and await action,” Parul said, adding, “Attaching pictures of my grandmother, at her grandson’s wedding on 3rd March, followed by her condition on 4th and 5th March.”
She explained how difficult it has been for her family, seeing her grandmother struggle and receive treatment.
Air India Responds To Wheelchair Complaint
Air India has denied claims that they didn’t provide a pre-booked wheelchair for an 82-year-old passenger at Delhi Airport. The airline said the problem was due to high demand and the passenger arriving late.
In an official statement, Air India said that the passenger and her family arrived at the departure terminal later than the recommended two-hour window before the flight. Family members went to the Person with Reduced Mobility (PRM) desk near the airline’s ticketing office less than 90 minutes before the scheduled departure to request a wheelchair, it 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,” the official statement said.
