New Delhi: Senior Advisor to the Ministry of Broadcasting, Kanchan Gupta, on Saturday, has strongly criticised Air India after an 82-year-old woman collapsed and suffered injuries due to the airline’s alleged failure to provide a wheelchair. The elderly passenger, Raj Pasricha, widow of a decorated Lieutenant General, was reportedly left unattended and forced to walk despite her physical limitations. Gupta raised concerns over Air India’s management under the Tata Group and its ability to ensure passenger safety.

Taking to social media platform X, Gupta questioned whether the airline, originally founded by JRD Tata, was capable of operating efficiently under its new management.

“Everyday Horror Stories” at Air India"Clearly @AirIndia has no ability to run Air India. Everyday horror stories are the new norm at the airline founded by JRD Tata and repurchased from GoI by @TataCompanies. The grim story of an 82-year-old widow of a decorated General is Air India's boastful claim on #WomensDay," he wrote.

Air India denies allegations

In response, Air India refuted the claims, stating that the passenger’s family voluntarily chose to walk after arriving late at the airport.

"The said passenger, travelling with her family members, had arrived at the departure terminal much later than the recommended two hours before departure. Family members 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 departure time to request a wheelchair. 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," an Air India spokesperson said.

The airline further explained that the passenger opted to walk on her own, accompanied by her family members, before she unfortunately suffered a fall.

"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. 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 spokesperson added.

Medical assistance provided at Bengaluru airport

Air India also claimed that additional medical assistance was offered to the passenger upon arrival in Bengaluru.

"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," the spokesperson said.

(Agency inputs)