Air India is once again under fire for alleged insensitivity towards elderly passengers. This time, an 85-year-old woman was left stranded at Toronto Pearson International Airport without assistance, despite prior arrangements for special wheelchair services. The distressing incident, which occurred on March 6, sparked outrage and raised questions about the airline’s commitment to customer care.

Narrating the ordeal, the passenger’s grandson, Sparsh Jai, said that his grandmother embarked on her journey from New Delhi to Toronto on Air India flight AI-189. Given her old age and mobility issues, her family had arranged for wheelchair support to ensure a smooth transition at the airport.
The family trusted that the Air India staff would provide the necessary care throughout the 16-hour flight. The journey itself was uneventful, but the situation took a distressing turn upon arrival in Toronto. According to Jain, the airline’s ground staff wheeled his grandmother to the terminal but then abandoned her at an incorrect baggage claim area. “She had only a handbag and a small carry-on suitcase with her. Due to her age, she could only walk with the help of a stick," said Jain.

Shockingly, the Air India employee then informed the elderly passenger that she was on her own and took the wheelchair away. Left standing in an unfamiliar airport with no assistance, she faced an insurmountable challenge -retrieving her three large pieces of luggage, weighing a combined 80 kg.

Exhausted and overwhelmed, the elderly woman struggled to comprehend her predicament. For several moments, she stood still, unable to proceed. No airline staff came to her aid, and it was only after some time that a compassionate airport security officer noticed her distress. “This guard, a stranger, stepped in where Air India failed. He helped her with the luggage and guided her outside," said Jain, adding that it took nearly 40 minutes for the woman to make her way out, and by the time she reached her home, she was physically and emotionally drained.

This incident is not an isolated case for Air India, which has faced criticism in the past for its handling of passengers, particularly elderly and differently-abled travellers. The family of the victim condemned the airline’s indifference, questioning whether this is the level of respect and care Air India extends to senior citizens.

The incident has reignited discussions about the need for stricter protocols and accountability when it comes to passenger assistance services. Many are now calling on the airline to review its training and policies to ensure such neglect does not happen again.