New Delhi, 08 March 2025
The recent incident involving 82-year-old Ms. Raj Pasricha, who suffered a brain stroke after Air India failed to provide a pre-booked wheelchair, is a stark reminder of the persistent neglect faced by elderly and disabled passengers in India’s aviation sector. Despite clear legal mandates, established guidelines, and even past judicial interventions, airlines continue to fall short of ensuring dignified and accessible air travel for vulnerable passengers. This alarming pattern of indifference is not just a violation of human dignity but also a breach of statutory and constitutional obligations.
The Incident
On March 4, 2025, Raj Pasricha and her family arrived at Delhi’s Indira Gandhi International Airport at 3:30 p.m. for a 5:00 p.m. flight to Bengaluru. A wheelchair had been pre-booked for Ms. Pasricha due to her restricted mobility. However, upon arrival, the family was told that wheelchairs were being arranged "as per availability" and that they were on a waiting list. No consideration was given to the urgency of their flight's departure time.
After waiting for 20 minutes without any assistance, Ms. Pasricha and her grandson were forced to start walking toward the airport’s entry gate. Tragically, she fell "face flat" to the ground while proceeding to the check-in counter, sustaining head injuries, a bleeding nose, and cuts on her upper lip and tongue.
Shockingly, Air India staff at the check-in counter failed to provide immediate medical aid, instead directing the family to walk to the medical room themselves. A wheelchair was finally arranged after the fall, but the damage was already done. Ms. Pasricha continued to bleed throughout the flight.
Only upon landing at Bengaluru airport was she given medical attention. A doctor administered stitches, but the next day, scans at the Indian Air Force Command Hospital in Bengaluru confirmed that she had suffered a brain stroke (chronic lacunar infarcts). She has remained in the ICU for the past three days.
The family has since written to Air India’s CEO, Campbell Wilson, and filed a formal complaint with the Directorate General of Civil Aviation (DGCA) and the Ministry of Civil Aviation.
Delay in Assistance = Denial of Service
For a person with a disability or an elderly passenger, any delay in providing a wheelchair or assistance is not a minor inconvenience — it amounts to refusal of service. The moment a passenger with reduced mobility reports at the taxi arrival point, the responsibility to ensure timely assistance and safe boarding should rest with the airline.
Currently, the burden is unfairly placed on the passenger. The fear of missing a flight, coupled with the physical strain of navigating crowded and often inaccessible airport terminals, creates enormous stress for elderly and disabled passengers.
The reality is harsh:
- If a wheelchair is not promptly provided, the passenger is left to fend for themselves — forced to walk or navigate difficult airport layouts.
- If the delay results in the passenger missing the flight, the airline conveniently labels it as a "no-show."
- The financial consequences are severe — airlines are known to exploit such situations by charging exorbitant fares for a new ticket, often at four times the original price.
Passengers are essentially held hostage to the inefficiencies and indifference of airlines. They are left humiliated, physically strained, and financially exploited — all while the airline escapes accountability.
This is not just unethical — it is a violation of the fundamental rights of persons with disabilities and the elderly.
Legal Obligations and Regulatory Framework
The failure to provide a pre-booked wheelchair and the denial of immediate medical assistance violate several legal and regulatory provisions under Indian law:
1. Rights of Persons with Disabilities (RPwD) Act, 2016
The RPwD Act, 2016 recognizes the right to equality, dignity, and accessibility for persons with disabilities and persons with reduced mobility. Under Section 41 of the Act:
- The Government is required to take measures to ensure that persons with disabilities have access to transport facilities.
- Service providers, including airlines, are legally bound to provide necessary assistance to ensure safe and dignified travel.
The RPwD Act was further strengthened by the RPwD Amendment Rules, 2023 (G.S.R. 528(E) dated July 11, 2023), which inserted para (f) mandating compliance with:
- The Accessibility Standards and Guidelines for Civil Aviation, 2022 — These guidelines were notified by the Ministry of Civil Aviation on January 9, 2023 (notification number AV-24032/56/2021-AAI-MoCA).
2. DGCA's Civil Aviation Requirements (CAR) on Carriage by Air of Persons with Disabilities and Persons with Reduced Mobility
The DGCA’s CAR (Section 3, Series M, Part I) mandates the following:
- Airlines must ensure that adequate wheelchairs and trained staff are available at all airports.
- Assistance must be provided from the point of entry at the airport to the aircraft and vice versa.
- Medical assistance must be immediately provided in case of an emergency.
- Denial of assistance amounts to discrimination and attracts penalties.
3. Accessibility Standards and Guidelines for Civil Aviation, 2022
These guidelines explicitly require airlines and airports to:
- Provide seamless wheelchair assistance from the point of entry to the aircraft.
- Ensure availability of wheelchairs based on advance booking and immediate availability upon request.
- Train staff to handle medical emergencies and treat passengers with empathy and respect.
Judicial Precedent: Jeeja Ghosh Case
This incident is disturbingly similar to the landmark Jeeja Ghosh vs. Union of India case (2016), where the Supreme Court held that the dignity and safety of passengers with disabilities are paramount. In that case, Ms. Jeeja Ghosh, a disability rights activist, was deboarded from a flight because the airline staff felt she was unfit to fly due to her disability.
The Supreme Court ruled in favor of Ms. Ghosh, emphasizing that the right to dignity and equal access to transportation is fundamental. The Court fined the airline ₹10 lakhs for failing to respect the dignity and rights of a passenger with disabilities.
In its judgment, the Court stressed:
"Dignity does not come from charity; it comes from a recognition of equality and respect for individual autonomy."
What Needs to Change
-
Strict Enforcement of Regulations
The DGCA must enforce strict penalties for non-compliance with accessibility standards. Issuing advisories is no longer enough — consistent monitoring and stringent enforcement are essential. -
Guaranteed Availability of Wheelchairs
Airlines must maintain an adequate number of functional wheelchairs at all airports and ensure immediate availability for pre-booked requests. -
Empathy and Training for Staff
Airline and airport staff must be trained not only in handling medical emergencies but also in treating passengers with dignity and respect. -
Immediate Medical Assistance
Every airport should have a rapid-response medical team available at all times. The absence of immediate medical aid amounts to negligence. -
Passenger Feedback and Redressal
Airlines should establish a transparent and accessible system for passengers to lodge complaints and receive prompt redressal.
Flying with Dignity is a Right, Not a Privilege
Air travel is not a luxury — it is a right. Elderly and disabled passengers deserve to travel with safety, comfort, and dignity. Providing a wheelchair or medical assistance is not an act of charity — it is a legal obligation.
The tragic ordeal faced by Ms. Pasricha should serve as a wake-up call to the aviation industry and regulatory authorities. Passengers with disabilities are not asking for special treatment — they are simply asking for the right to travel with dignity. Airlines must stop treating accessibility as an inconvenience and start treating it as a fundamental right.
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