82-year-old woman ends up in ICU following denial of pre-booked wheelchair services by Air India

An 82-year-old woman is currently in the ICU, being monitored for possible brain bleeds, after falling at the Delhi airport. She reportedly wasn’t given a wheelchair that was pre-booked with Air India. After waiting for an hour, the woman, a widow of a Lieutenant General, had to walk a long distance with the assistance of a family member. She eventually fell near an airline counter when her legs gave out.

Her granddaughter claimed that no first aid was provided, and after a wheelchair finally arrived, the elderly woman boarded the plane with a bleeding lip and injuries to her head and nose. According to the granddaughter, the incident has led her grandmother to the ICU, where she has been for two days, and the left side of her body is losing strength.

The granddaughter, Ms. Kanwar claimed that upon arriving at Terminal 3 (T3) of Indira Gandhi International Airport, her grandmorther, Ms. Pasricha, was not provided with a wheelchair. She explained that the family made repeated requests for an hour to Air India's staff, the airport help desk, and even employees from another airline, but they were unable to secure a wheelchair.

"I post this because I have no choice, and because it infuriates me that there is such little value for human life and wellbeing," Kanwar wrote.

"Expectation from Air India staff was for the family member to go to the MI (medical inspection) 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 (sic)," she continued.

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, the statement by the airline claimed.

The family has filed complaints with both the Directorate General of Civil Aviation and Air India and is now awaiting a response.

In response to the viral 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 (direct message).”

An exasperated Kanwar said she did not wish for the airline to call her without "due diligence and investigation". Air India replied to this post saying, "Dear Ms. Kanwar, we sincerely wish your grandmother a speedy recovery. We are actively working on the concern and assure you that we will share the complete details at the earliest."