| Complaint filed by | |
| Complaint filed on | February 8th, 2026 |
| Complaint filed against | Air India express |
- Text of Complaint by Hitesh
Dear Sir/Madam,
I would like to bring to your notice an issue we faced regarding wheelchair assistance during our recent travel.
We had pre-booked a wheelchair for my mother, who is 81 years old and has difficulty walking, especially on high steps. Usually, wheelchairs are provided from outside the aircraft, so we walked out as instructed. However, when we requested wheelchair assistance from the staff stationed outside the flight, they bluntly asked us to walk instead of providing immediate help.
We continued walking with difficulty, and only when we reached near the baggage collection entrance did same staff member approach us with a wheelchair. Assistance at that point was too late and defeated the purpose of pre-booking a wheelchair. My mother should have been assisted from the aircraft itself, not at the very end of the process.
Flight details are as follows:
Flight Number: IX-1243
Route: Bhubaneswar (BBI) to Mumbai (BOM)
Date of Travel: 21 January 2026
I wanted to highlight this lapse, as it caused unnecessary discomfort to my elderly mother. I hope appropriate steps will be taken to ensure better coordination and timely assistance for passengers who genuinely need support.
Thank you for your attention to this matter.
Kind regards,
Hitesh
