The death of a vulnerable passenger who was unable to access the assistance he should have been given at Mumbai Airport has resulted in official condemnation and a three million rupee (33,400 euro) fine for Air India. The judgement and financial penalty come amid other reputational crises for the Indian flag carrier, just as the airline is attempting a brand overhaul.
Not enough wheelchairs available
The tragic incident took place on 12 February 2024 when the Patels, an elderly, married couple, returned to Mumbai from New York. They had followed all necessary protocols and made a pre-booking for wheelchair assistance on arrival, but when they got there, not enough wheelchairs were available to meet demand.
After being told to wait, eventually Mrs Patel was given a wheelchair and 80-year-old Babu Patel walked alongside his wife. He collapsed due to a cardiac arrest before the couple were even able to reach immigration and was taken to hospital urgently but medical staff there were unable to revive him.
In an unfortunate incident, one of our guests flying from New York to Mumbai on February 12, fell ill while proceeding to clear immigration with his wife, who was on wheelchair.
Air India
Failure to comply with provisions for mobility
In the wake of Babu Patel’s death and amid calls for compensation for his family, India’s National Human Rights Commission commissioned a report from the country’s aviation authorities. India’s air authority, The Directorate General of Civil Aviation (DGCA) went on to issue a “show cause” notice, demanding that Air India explain its failure to meet the legal requirements set out for passengers with additional mobility needs.
Air India issued a response stating that the airline was in “constant touch with the family members of the bereaved, extending necessary assistance.” The carrier also confirmed that “Air India has a clearly laid down policy to offer wheelchair assistance to every passenger who requisitions it during reservations.”
Warning shot
This however was not deemed good enough, with a statement from the regulator last Thursday judging that Air India had failed in its mobility compliance duties as well as failing to take action against the employees responsible for the problem. “The airline also failed to submit any corrective action taken to prevent the recurrence of such incidents in future,” the DCGA said.
The judgement and financial penalty will come as a warning shot to other airlines, to whom the regulator sent an advisory in the light of the judgement, requiring them to ensure the number of wheelchairs available to passengers is in line with demand.
