Denied Dignity: How Air India's Failure Left an Senior Passenger in ICU

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

1. 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.

2. Guaranteed Availability of Wheelchairs
   Airlines must maintain an adequate number of functional wheelchairs at all airports and ensure immediate availability for pre-booked requests.

3. 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.

4. 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.

5. 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.

News coverage: 

The Hindu

Hindustan Times

US DOT Finalises Rule for Dignified Air Travel: A Milestone for Wheelchair Users

Dear Colleagues,

The U.S. Department of Transportation (DOT) has introduced a landmark Final Rule to enhance the air travel experience for wheelchair users, addressing long-standing challenges faced by disabled passengers.  This Rule strengthens its regulation implementing the Air Carrier Access Act (ACAA) and to address the serious problems that individuals with disabilities using wheelchairs and scooters face when traveling by air that impact their safety and dignity, including mishandled wheelchairs and scooters and improper transfers to and from aircraft seats, aisle chairs, and personal wheelchairs.  This final rule also carries out certain rulemaking provisions required by the FAA Reauthorization Act of 2024.

Effective January 16, 2025, with some provisions having later deadlines, the rule aims to provide safer, more dignified, and equitable services for travelers with mobility devices.

Key Highlights of the Rule:

1. Improved Assistance: Airlines must ensure prompt and safe assistance during boarding, deplaning, and transfers, respecting passengers' independence and privacy. Wheelchairs must be made available near the aircraft door upon request.

2. Enhanced Training: Airline staff and contractors will receive annual hands-on training to handle mobility devices and assist disabled passengers properly.

3. Rebuttable Presumption: Airlines will be assumed at fault if mobility devices are returned damaged, simplifying the claims process for passengers.

4. Timely Device Handling: Mobility devices delayed on domestic flights must be returned within 24 hours and within 30 hours for longer international flights. Passengers can also opt for delivery or airport pickup.

5. Reimbursement and Loaner Devices: Airlines must reimburse ground transport costs incurred due to delays, provide loaner mobility devices meeting safety and functional needs, and allow passengers to work with their preferred vendor for repairs or replacements.

6. Better Communication: Airlines are required to notify passengers about their rights when mobility devices are mishandled and provide updates on loading and unloading procedures.

7. Fair Rebooking: Passengers whose wheelchairs cannot be accommodated on a flight must be rebooked at no additional cost.

8. Onboard Wheelchair Improvements: Airlines must upgrade onboard wheelchairs on various aircraft types over the coming years.

Why This Matters:

Airlines mishandle 10,000 to 15,000 mobility devices annually, often likened by disabled travelers to a personal injury rather than mere property damage. The new rule tackles these issues head-on, emphasizing safety, dignity, and independence. Transportation Secretary Pete Buttigieg lauded the rule as a "major step forward," highlighting the importance of vendor choice for device repairs and replacements.

Advocates welcome these changes, citing years of challenges with inadequate training, delayed devices, and limited repair options. For disabled travelers, the rule represents not just logistical improvements but a long-overdue recognition of their rights and needs.

What India’s DGCA Needs to Do:

India's Directorate General of Civil Aviation (DGCA) should take cues from the DOT's comprehensive approach to improving air travel for wheelchair users. The DGCA's Civil Aviation Requirements (CAR) on the carriage of persons with disabilities currently have vague provisions regarding the replacement and compensation for lost or delayed mobility equipment. Clear timelines for returning mobility devices, options for preferred vendors, and penalties for mishandling must be incorporated. Moreover, loaner devices and reimbursement for related expenses should be mandated to ensure dignity and autonomy for disabled passengers. Enhancing employee training and publishing cargo hold dimensions, as done in the U.S., would further bring much-needed transparency and accountability to the system. And above all, this should become a part of Accessibility Standards of the Civil Aviation Ministry to be issued under Rule 15 of the RPWD Act.

Download a copy of the Final rule 

Ensuring Safe Accommodations for Air Travelers with Disabilities using wheelchairs"  [MS Word file:153KB] [PDF File: 1.5MB]

Source:  FederalRegister (dot) gov  

Supreme Court of India mandates the UOI Guidelines on Civil Aviation and stresses need of sensitization of CISF personnel

Court: Supreme Court of India

Bench: Justice J.B. Pardiwala  and Justice Pankaj Mithal

Case No. W.P.(C) No. 121/2024

Case title: Arushi Singh vs. Union of India  

Date of Judgement: 12 November 2024

Brief Summary

On November 12, 2024 the Supreme Court disposed off a writ petition filed by Arushi Singh, a person with a benchmark disability, addressing an incident of alleged humiliation at Kolkata Airport. Singh reported being asked by security personnel to stand up from her wheelchair during security screening, a situation that left her feeling disrespected and violated. The Court affirmed that the guidelines proposed by the Union Government for treating persons with disabilities with dignity at airports would now be mandatory, also extending to elderly and injured passengers requiring wheelchair assistance.

Incident Leading to the Petition  

Arushi Singh, a graduate of the National Law Institute University, Bhopal, and LL.M. holder from the National University of Singapore, recounted her experience on January 31, 2024. She alleged that she waited for approximately 20 minutes without assistance outside the airport and was subsequently asked to stand during security screening three times, despite her repeated explanations of her disability. The insensitivity allegedly displayed by Central Industrial Security Force (CISF) personnel prompted Singh to file the petition, seeking effective enforcement of relevant regulations, including the Rights of Persons with Disability Act, 2016, and the Accessibility Standards and Guidelines for Civil Aviation 2022.  

Supreme Court Observations and UOI's Suggestions  

A bench comprising former Chief Justice of India D.Y. Chandrachud and Justice J.B. Pardiwala had noted in earlier hearings that the issues raised required action by the Union of India. During the proceedings, a joint statement was presented, outlining several suggestions for ensuring dignified treatment of specially-abled individuals at airports:  

1. Mobile Application for Wheelchair Availability: Real-time updates on wheelchair availability at designated airport points for easy access by users.  

2. Mechanized Wheelchairs: Availability of mechanized wheelchairs for passengers traveling solo or in cases of delayed assistance.  

3. Boarding Pass Coding:  Incorporation of an alphabet code indicating the type of disability and a color scale denoting the severity of the condition.  

4. Integration of Unique Disability Identity Database:  Streamlining the ticket booking process by linking the database, enabling instant access to verified disability information for better assistance.  

5. Specialized Kiosks for Boarding Passes: Contactless kiosks equipped with voice recognition and response technology to aid persons with disabilities.  

6. Regular Sensitization Training for Airport Staff: Comprehensive and periodic training for airport staff, emphasizing understanding various disabilities and compassionate assistance.  

Court’s Directives  

The Court agreed with the petitioner’s counsel, Abiha Zaidi, that these suggestions should be treated as mandatory guidelines. The bench further emphasized that these measures should not be limited to wheelchair users but also include elderly and injured passengers requiring assistance. Importantly, it clarified that physical assistance already being provided at airports would not be withdrawn under these guidelines.  

Concluding the matter, the bench remarked:  

"We dispose of the Writ Petition in the aforesaid terms laying more stress on sensitizing the staff at the airport to be more compassionate towards the specially abled passengers." 

Read the judgement

Enhancing Air Travel for Individuals with Disabilities: US DOT Proposes New Regulations

Introduction:

Air travel is an essential part of modern life, but for individuals with disabilities, it can often be a challenging and uncomfortable experience. Recognizing the need for change, the Department of Transporation, USA (US DOT) has recently proposed groundbreaking regulations aimed at improving air travel conditions for people using wheelchairs. This move, announced by Transportation Secretary Pete Buttigieg, seeks to address mishandling issues and set new standards for airline practices.

Proposed Regulations: A Step Towards Accountability:

Under the proposed regulations, damaging or delaying the return of a wheelchair would become an automatic violation of federal law. This significant change aims to empower the Transportation Department to penalize airlines more effectively for mishandling wheelchairs, bringing a higher level of accountability to the industry.

Moreover, the regulations would introduce enhanced training requirements for workers who assist disabled passengers or handle their wheelchairs. This commitment to comprehensive training reflects a broader effort to create a more supportive and understanding environment for passengers with disabilities.

Impact on Travelers:

For the millions of Americans with disabilities, air travel has often been avoided due to inadequate airline practices and insufficient government regulations. The proposed rules signify a turning point, promising a transformative shift in the way airlines operate to ensure that travelers using wheelchairs can embark on their journeys safely and with dignity.

The proposed regulations come in response to a widespread issue – more than 11,000 wheelchairs and scooters were mishandled by airlines in the previous year. This statistic underscores the urgency of addressing the challenges faced by individuals with disabilities during air travel and the need for tangible solutions.

Building on Previous Initiatives:

This latest proposal builds upon earlier initiatives by the US DOT to enhance the flying experience for disabled travelers. In 2022, the Transportation Department published a bill of rights for airline passengers with disabilities, and in the same year, regulations were finalized to require more commercial aircraft to have accessible bathrooms.

Senator Tammy Duckworth, a wheelchair user and advocate for disabled individuals, has emphasized the importance of these regulations in holding airlines accountable. However, she also voiced concerns about potential reversals by future administrations, highlighting the need for congressional steps to protect and enforce these policies.

Industry Response and Public Input:

Airlines for America, a trade group representing major U.S. air carriers, responded by stating that the industry has been actively working to improve the flying experience for disabled passengers through measures like enhanced employee training. The proposed regulations are now open for public comments for a 60-day period, allowing stakeholders to contribute their insights and feedback.

Conclusion:

The proposed regulations mark a significant stride towards inclusivity and accessibility in air travel. By addressing the mishandling of wheelchairs and prioritizing comprehensive training, the US DOT aims to create a safer, more dignified, and comfortable experience for individuals with disabilities. The public now has an opportunity to provide input, shaping the future of air travel for everyone, regardless of their mobility challenges.

SOURCE: U.S. Department of Transportation, news release, Feb. 29, 2024

Woman in Wheelchair Claims Kolkata Airport Security Staff Demanded She Stand

Dear Colleagues,

Here is another goof up reported by a wheelchair user traveller. Ms. Arushi Singh, a traveler who uses wheelchair for mobility has alleged that she was asked to "stand up" by a security personnel at the Kolkata airport on 31st January 2024.

Sharing the incident on her X account on Feb 01, Ms. Singh said that she ws asked by a Central Industrial Security Force (CISF) personnel to stand up thrice during the security clearance.

"First she asked me to get up and walk two steps into the kiosk. Told her I can't as I have a disability. Inside she again asked me to stand up. I said I can't. She said sirf 2 minute khade ho jao (stand up for just two minutes). I explained again that I have a disability by birth," Ms. Singh, who is a law student according to her X bio, alleged.

Yesterday evening during the security clearance at Kolkata airport, the officer asked me (a wheelchair user) to stand up, not once but thrice. First she asked me to get up and walk two steps into the kiosk. (1/1)

— Arushi Singh (@singhharushi) February 1, 2024

This appalling lack of empathy has left me "shaken and furious", she expressed, adding that there have been instances in the past too, and shows that Kolkata airport has "learnt nothing" from them.

"Does the CISF manual on airport security ask to insult people with disability," she asked.

"Given that most wheelchair assistants were helping passengers, the officer in question did not feel the need to help me out of the kiosk when the security clearance was completed. Moreover, there was a 20-minute delay before wheelchair assistance was provided," she claimed.

There is an urgent need to re-look at the treatment of passengers with disabilities by the Kolkata airport authorities, Ms Singh added.

Delhi Airport now a Sunflower Airport - Introduces initiatives to be friendly to travellers with hidden disabilities

With an aim to embrace diversity and nurture an inclusive atmosphere at Delhi International Airport Limited (DIAL), the authorities annouced a range of services in an attempt of enhancing the travel experience for individuals with hidden disabilities on 16 November 2023.

Fig. Image of Sunflower Lanyard

Under this initiative, DIAL has introduced a variety of merchandise options, including Sunflower lanyards, pin badges, and wristbands. These identifiable objects allow passengers to signal airport staff for assistance from in a case the need arises.

This step is aligned with the Hidden Disabilities Sunflower initiative, a simple tool which lets people voluntarily share that they have a condition or impediment that may not be immediately apparent, and they require assistance or simply an understanding aid at a public places.

Sunflower initiative is the signal of non-visible disabilities. About 80% disabilities are hidden and non-visible. These hidden disabilities can be neurological, cognitive and neuro-developmental as well as physical, visual, auditory and include sensory and processing difficulties. They can also be respiratory as well as chronic health conditions such as arthritis and diabetes, chronic pain and sleep disorders.

By putting on the Sunflower lanyard, pin or wristband, travellers with hidden disabilities can easily identify themselves and make their needs known to the airport staff, who will approach them and provide the necessary help.

More details at DIAL website.

IndiGo forgets an elderly couple at Istabnbul Airport, remain stuck for 24 hours

New Delhi

A senior citizen who uses wheelchair for mobility and his wife were recently stranded for 24 hours at Istanbul Airport after IndiGo allegedly “forgot” to put them on their connecting flight to India.

The elderly couple, Rajesh Shah (64) a wheelchair user and his wife Rashmi (59) were returning to Mumbai from London and had booked tickets from the airline with the London-Istanbul sector operated by Turkish Airlines and the leg to Mumbai by IndiGo. 

The couple finally got the next day’s flight to Mumbai ater a harrowing 24 hours.

“My parents had a single PNR ticket for the journey on August 17. My father is a wheelchair-user as he had suffered multiple strokes and has undergone surgeries. My mother also cannot walk long distances so we had booked wheelchairs for both of them for use at airports. They landed in Istanbul as per schedule,” said Shahs’ daughter Richa, who is based in Bengaluru.

After landing, the ground staff assisted them with taking the connecting flight to Mumbai. “They were made to sit at the boarding gate with their boarding passes. When a few hours passed, my mother went to check at the counter regarding the flight status. The staff took the boarding passes from her and asked them to sit till further instructions. This kept happening repeatedly and they were only told: ‘My supervisor is on the way, you have to talk to him’,” Richa said.

The Shahs were finally told that the Mumbai flight had departed. “They panicked and reached out to me. I managed to contact IndiGo to assist them. The local staff at the airport only spoke Turkish and my parents could not communicate with them,” Richa added.

When she finally managed to speak to someone on the IndiGo helpline from India, the airline issued the couple a boarding card for a Mumbai flight the next day.

“My parents are vegetarians and need constant medication and medical support. They were stranded in this condition for 24 hours at Istanbul airport...on chairs in a secluded place with a loaf of bread and coke. They were told that they would be picked up from the same place for the next day’s flight,” Richa said. 

After the issue became a media headlines, the IndiGo issued a statement saying that it was a regrettable case of a human error with their Turkish Ground Handling Services.

IndiGo further added, "We are aware of the incident of a mis-connection that happened at Istanbul airport with a senior couple travelling from London to Mumbai via Istanbul on August 17, 2023. This was a regrettable case of a human error with our Turkish Ground Handling Services, due to which the passengers missed their connecting flight to Mumbai. The IndiGo team at Istanbul extended assistance and provided them with the next available direct flight option. We have already taken up this incident to our partner airline and extend our sincere apologies to the affected passengers."