An 82-year-old woman fell and was left injured at Delhi Airport after Air India allegedly failed to provide a pre-booked wheelchair, claimed the lady’s granddaughter. In a detailed post on X (formerly Twitter), she accused the airline of not providing proper services despite prior intimation, which resulted in her grandmother’s admission to the ICU. She further revealed that she had lodged a complaint at the Directorate General of Civil Aviation (DGCA) as well. Air India has now responded to the claim.
Delayed Wheelchair At Delhi Airport Lands 82-Year-Old In ICU
Parul Kanwar took to X to share the horror her grandmother faced while travelling from Delhi to Bangalore recently with Air India. She lashed at the airline and claimed that Air India’s mismanagement landed her grandmother in the ICU. She said that the airline failed to provide proper wheelchair services, despite prior confirmation. According to the X post, the 82-year-old waited for almost an hour to get wheelchair assistance at the parking area of the Delhi Airport. When no help arrived, she “ managed to enter the airport on foot”.
“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. 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.”
The granddaughter further added that after the incident, her grandmother ended up in 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.”
Also Read: 18,746 Passengers Denied Boarding In Indian Airlines In 2024; 77% From Air India Group
Air India Responds To The Claims
On Saturday, Air India responded to the X post claiming that an 82-year-old woman ended up in an ICU because of delayed wheelchair services by the airline. According to them, the woman’s claim that the old lady 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,” Air India said in a statement.
They further added, “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. 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.”
Also Read: ‘Emergency Travel Is A Nightmare!’ Flyers Take To X To Call Out Air India & IndiGo’s Duopoly
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Cover Image Courtesy: X/parulkanwar & Canva (representative image)
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