'Reported Just 90 Minutes Before Departure': Air India On 82-Year-Old Woman Injured After Allegedly Denied Wheelchair
'The said passenger, travelling with her family members, had arrived at the departure terminal much later than the recommended 2 hours before departure,' says Air India in a statement.
Responding to the reports of a lady being seriously injured following a fall at the Delhi airport after she was allegedly denied wheelchair that was pre-booked with Air India, the Tata group-owned airline on Saturday said family members reported at the desk less than 90 minutes before the scheduled time of departure to request for a wheelchair, and a wheelchair could not be made available due to the unprecedented peak demand at that hour.
According to reports, an 82-year-old woman is in an ICU, under observation for potential brain bleeds, following a fall at the Delhi airport after she was allegedly denied a wheelchair which was pre-booked with Air India. After waiting for an hour for the wheelchair, the woman – the widow of a decorated Lieutenant General – had to walk a considerable distance at the airport with the help of a family member and fell near a counter of the airline when her legs gave way.
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Responding to this, Air India on Saturday said, “There are allegations on media platforms that an elderly lady suffered grievous injuries at the Delhi airport on account of Air India. 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, it added.
It 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, it added.
‘Doctor’s Offer For Medical Attention Not Accepted’
Air India stated that the family members did not accepted the addtional medical attention and insisted on continuing their travel to Bengaluru.
“We understand that the doctor’s offer for additional medical attention was not accepted and the guest’s family members insisted on continuing their travel to Bengaluru. Through this process, Air India staff were courteous, escorted them from immediate check-in through to priority security check and boarding. The passenger was also provided all possible care during the flight from Delhi to Bengaluru," the airline said.
‘Guest Escorted By Air India Staff’
Air India said, “Upon reaching Bengaluru, as requested by the family members, the guest was escorted by our staff for further medical attention in the Bengaluru Airport premises, and later also escorted until the drop-off point."
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, it added.
The Issue
As per the media reports, the incident took place on March 4 when the woman, widow of a Lieutenant General, was scheduled to take a flight to Bengaluru. A family member approached the assistance desk outside the airport and waited for a wheelchair for about an hour.
However, the senior citizen lady and her grandson walked to the airport entry gate after waiting for ca onsiderable time. Unfortunately, the woman fell near a counter of the airline, causing head injuries, a bleeding nose, and a cut on her upper lip and tongue.
The woman’s granddaughter, Parul Kanwar, shared her ordeal on social media platform X, claiming that her grandmother was not provided first aid. She further said that her grandmother has been in the ICU for two days and the left side of her body is losing strength.
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