Air India 82-Yr-Old Woman Passenger Injured Amid No Wheelchair, Airline Denies

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DELHI- An 82-year-old woman suffered injuries at Delhi Airport (DEL) when Air India (AI) failed to provide her pre-booked wheelchair service, forcing her to walk until she collapsed, according to claims made by her granddaughter on social media.

Parul Kanwar detailed the incident on X, stating that her grandmother, widow of a decorated lieutenant general, had confirmed wheelchair assistance for their March 4, 2025 journey from Delhi to Bangalore. Upon arrival at the airport, no wheelchair was available.

Air India Passenger Injured

“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,” Kanwar wrote. Despite entering the terminal building, no assistance materialized.

The elderly woman eventually collapsed near Air India’s premium economy counter, sustaining injuries to her head, nose, and lip. Kanwar alleged that no airline staff offered immediate help or first aid, leaving her family to manage the situation alone.

When a wheelchair finally arrived, Kanwar claimed the airline boarded her grandmother without proper medical examination despite visible bleeding. The flight crew provided ice packs during the journey and notified medical personnel at Bengaluru airport, where the woman received two stitches upon arrival.

The 82-year-old woman who collapsed at Delhi Airport has been hospitalized in the ICU for two days following the incident, her granddaughter Parul Kanwar reported on social media. Doctors are monitoring her for potential brain bleeds as her condition has deteriorated.

“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,” Kanwar wrote. “From where we stand, it’s a long road ahead of pain and recovery, which she did not deserve.”

The family has filed formal complaints with the Directorate General of Civil Aviation (DGCA) and Air India, seeking accountability for what they describe as negligence in providing pre-booked wheelchair assistance.

Airline Responds

Air India has issued a detailed response to the allegations, disputing key aspects of the family’s account. The airline acknowledged the incident but presented a different timeline and circumstances.

According to an Air India spokesperson, the passenger arrived at the terminal later than the recommended two-hour pre-departure time. The family requested wheelchair assistance at the Person with Reduced Mobility desk less than 90 minutes before departure.

“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 airline stated. “The claims of the passenger having waited for an hour for the wheelchair are baseless.”

The airline contends the passenger chose to walk on her own accord before suffering a fall. Air India maintains that Delhi Airport officials and an airport doctor immediately provided first aid, but the family declined additional medical attention and insisted on continuing their journey.

“Through this process, Air India staff were courteous, escorted them from immediate check-in through to priority security check and boarding,” the spokesperson said, adding that staff provided care during the flight and assisted the passenger upon arrival in Bengaluru.

The airline categorically denied refusing wheelchair assistance, stating: “At no point was the wheelchair or any assistance denied to the passenger.” Air India claims it has reached out to the family and expressed concern for the passenger’s wellbeing.

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