The Nodel Officer, Customer Care, Air India.
Reported for check in at the CIAL for the flight No. AI0692 from cochin to Mumbai leaving at 12 clock on 11.6.2025. We were denied check in as wheel chairs were not available in spite of our advance intimation. The refusal was against the protocol, and totally against the supreme court orders that wheel chairs cannot be denied to senior citizens, if requested for. I am 77 years old retired RBI official, and my wife 72 years having knee replacement issues. My demand was genuine and justified. But the staff was adamant.
Nonetheless, as a last resort, as demanded by the duty staff, we gave our consent, under duress, to go without (1) wheel chair, and even (2) luggage, The Duty Manager (Shri Biju Pulickaparambil), at the airport, however, denied permission for reasons known to him
In the circumstances, we were made to purchase tickets for the next flight No.Ic2518 leaving at 4.45 p.m. Ironically, both the flights were delayed by 30 minutes each.
The admonitory and deplorable inhuman attitude of the officer and of the ground staff towards senior citizens needs a change. Apart from the financial loss, the stress and strain and inconvenience and the fact that we had to spend hours at the airport without any food, which was critical for my diabetic wife.
I request that Air India to investigate this matter thoroughly and take appropriate action against the staff involved. I also expect to receive compensation for the inconvenience, stress and strain, and mental agony I have suffered. I hope Air India will take this complaint seriously and take steps to prevent similar incidents from happening in the future.
A.L. Antony.
D-1604 Synchronicity CHS., Powai,
Mumbai 400 072.
[protected]
[protected]@gmail.com
11.6.25.
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