The Directorate General of Civil Aviation (DGCA) has launched an investigation into Air India following a distressing incident in which an 82-year-old woman suffered a fall at Delhi airport, allegedly due to a delay in receiving her pre-booked wheelchair. The elderly passenger, Raj Pasricha, later suffered a brain stroke and has been in intensive care since March 5.
The incident occurred on March 4 when Ms. Pasricha, who had booked wheelchair assistance at the time of purchasing her ticket, was left to navigate the terminal on her own. While making her way to the check-in counter, she fell, sustaining head and facial injuries. Airport medical staff provided first aid, but she continued to bleed during the flight to Bengaluru. Upon arrival, she required stitches and was rushed to the Command Hospital, where her condition worsened.
Air India has stated that Ms. Pasricha arrived at the airport only 90 minutes before her flight, whereas the airline recommends passengers report at least two hours before departure. Check-in counters close an hour before takeoff, and the airline maintains that it was operating within standard procedures. However, Ms. Pasricha’s family has raised concerns about the delay in providing assistance, arguing that an elderly passenger with a booked wheelchair service should not have been left to walk unassisted.
DGCA officials met the family in Bengaluru on March 9, receiving a formal written complaint. The regulatory body has asked Air India for a detailed report, with supporting evidence, by Monday. The investigation aims to determine whether there was negligence on the airline’s part in fulfilling its obligation to assist passengers with special needs.
Ms. Pasricha remained in the ICU for four days under the “dangerously ill” category after suffering a stroke. While she has since been moved to the family ward, she remains weak and under close medical supervision. Her doctors have indicated that she may require physiotherapy for months due to weakness on the left side of her body. Her family continues to advocate for greater accountability and better handling of passenger assistance services, hoping that her experience leads to improved care for elderly and disabled travelers.
