An 82-year-old woman was allegedly denied a wheelchair at Delhi Airport by Air India due to which she fell and suffered serious injuries. Parul Kanwar, the granddaughter of the elderly woman, alleged in an X post that a wheelchair was pre-booked with the airline. The woman is the widow of a Lieutenant General.
Kanwar alleged that her grandmother had to walk for some distance inside the airport with the help of a family member and she collapsed near a counter of the airline. She reportedly suffered severe injuries. Kanwar further claimed that even first aid was not provided and she boarded the plane with injuries to her head and nose and bleeding lips.
The elderly woman is reportedly in the intensive care unit (ICU). In response to Kanwar’s post Air India said that “it was “concerned to note” the incident. The airline also wished for the speedy recovery of the woman.
“I post this because I have no choice, and because it infuriates me that there is such little value for human life and wellbeing. @airindia , you treated my grandmother so poorly, and with such little regard. You should be ashamed,” Kanwar said in her X post.
The incident took place on March 4 when the family was travelling back to Bengaluru from Delhi. She also highlighted that other airline, IndiGo had a free wheelchair but it did not share. Due to this, the elderly woman had to cross three parking lanes at T3 New Delhi.
“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). 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,” Kanwar added.
The woman’s granddaughter also alleged that when her grandmother fell not a single person came forward for help. ” 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.,” she stated.
“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,” Kanwar highlighted.
A complaint has been lodged with the Directorate General of Civil Aviation (DGCA). “We have lodged complaints at DGCA, and with Air India and await action. Attaching pictures of my grandmother, at her grandson’s wedding on 3rd March, followed by her condition on 4th and 5th March. Please share for broader reach,” Kanwar posted.
Air India’s response:
Replying to Kanwar’s post, Air India said, “Dear Ms. Kanwar, we are concerned to note this and wish Ms. Pasricha a speedy recovery. We’d like to connect with you over a call in this regard and request you share your contact number and a convenient time via DM.”
Responding to Air India’s reply, Kanwar said that she was not interested in excuses and also demanded a thorough investigation into the matter.