Injury to my mothers legs whilst being transported to the aircraft

On the 14th March, my parents boarded an Air India Flight AI663 to Goa. Boarding was at 12.25pm and departure was 13.25pm. Loretta Nasir had wheelchair service, which took her by bus to the aircraft. While on the bus there were more wheelchairs, however, these were not secure and two wheelchairs fell onto my mother’s legs. My dad reported this to the air steward to let her know this had happened as she was in pain in her legs.  The air steward said that she would report it to her Senior steward on the flight and during the flight no one came to check to see if my mother was ok during this flight or even log this has happened.
On leaving the aircraft my father spoke to the air steward and they said that someone from Air India would be in touch. Still to this date, he has not heard from Air India.  My mother was in so much pain she was advised to see a doctor. On the 27th March she went to Pereira Medicare and saw Dr Ryan Pereira (Consultant Orthopedic Surgeon) who said that her feet were badly swollen. The doctor’s report is attached and states that she has trauma to her knees and ankle. She has had numerous X-rays and copper scans and was referred to a cardiovascular consultant. The problem is that the blood is not filtering through her veins from knee to foot and not traveling back up. On the 5th April she was admitted to the hospital with severe pains in her legs and more X-rays and tests were done. The pain eventually reduced and she was discharged on the 8th April and advised to rest for 10 days. On the 16th April my mum went to see the consultant again for a check up and the consultant was still not happy and advised her to go for the venous duplex scan.
Due this incident and the injuries, trauma and pain my mother was again admitted to gmc bambolim hospital on 27th April with congestive cardio failure as she couldn’t breathe and treating her for pheumonia and the ongoing pain in the legs.  The reason for my complaint is the following, this is my parent’s first trip abroad since before the pandemic. They are both nearing 80 years old and this would be the last time they travel and it has turned into one nightmare after another. They have three children in the UK who are very worried about their parents, being in a different country so far away and having to deal with hospital admissions, pain and injuries. It clearly hasn’t been the holiday they planned for as they have just spent the majority of time in hospital. We are also worried that they were told by Air India that someone would contact them they have been left to fend for themselves.  The negligence of ground staff at Mumbai airport and Air india have resulted in recurrent hospital admissions, physical pain and emotional pain. My parents were meant to be on a holiday that they had been looking forward too for years and instead my mum is in hospital with my 80 year old father trying his best to care for her whilst sleeping on a floor. Not only has this cost them the enjoyment of their holiday, they are also finally out of pocket due to the expense of travelling to and from the hospitals, seeking medical help and other expenses incurred due to negligence. I am sure you will agree that this whole situation is completely unacceptable, further worsened by lack of communication or contact from anyone at all from Air India or Mumbai airport. I would like this matter escalated as a matter of urgency and corrective action taken as soon as possible.  
Regards
Sharon Nasir-Woods

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