| Complaint filed by | |
| Complaint filed on | July 30th, 2026 |
| Complaint filed against | Air France |
- Text of Complaint by jyoti gupta
Dear Customer Service Team,
I am writing to formally complain about the complete failure to provide wheelchair assistance upon my arrival at Chhatrapati Shivaji Maharaj International Airport (BOM).
I am a 55-year-old woman with mobility limitations and difficulty walking. Wheelchair assistance had been requested for my arrival well in advance of my journey. However, when my flight arrived at Mumbai Airport, no wheelchair assistance was provided.
After landing, I repeatedly requested assistance and informed airport personnel that I was waiting for a wheelchair. Despite my requests, no one came to assist me. What made the situation even more distressing was that I observed other passengers receiving wheelchair assistance while I was left unattended.
As a passenger with reduced mobility, I found this treatment unacceptable. Wheelchair assistance is not a luxury—it is an essential service that enables passengers with mobility challenges to travel safely and with dignity. Being left without assistance caused me significant physical strain, discomfort, stress, and embarrassment.
I am deeply disappointed by the lack of support and the apparent disregard for my repeated requests. Passengers who depend on accessibility services should not have to struggle through an airport or repeatedly ask for help that was requested in advance.
I request that Mumbai Airport conduct a thorough investigation into this incident and provide a written explanation addressing:
Why the requested wheelchair assistance was not provided.
Why no assistance was arranged despite my repeated requests after arrival.
What measures will be implemented to ensure that passengers with mobility limitations are not subjected to similar treatment in the future.
I would appreciate a prompt response and an update regarding the outcome of your investigation.
Sincerely,
Jyoti Gupta
