NRI PULSE STAFF REPORT
At least 30% passengers on Air India’s US, UK flights reportedly ask for wheelchairs.
A viral social-media video alleging widespread misuse of wheelchair assistance at Indian airports has ignited a debate about accessibility, priority boarding, and the strain on airport services. The post claims that a large number of wheelchair requests on India–US flights come from able-bodied passengers seeking to bypass queues.
The discussion gained further momentum after Biocon chairperson Kiran Mazumdar-Shaw responded to the viral clip, suggesting that airports should consider charging for non-medical wheelchair requests.
“They should charge an additional ₹5,000 per airport and then they will see how many genuine passengers there are!” she wrote, fueling calls for stricter guidelines.
Air India: Surging Demand and a High-Profile Incident
Air India has acknowledged that it has experienced an “unprecedented surge” in wheelchair requests, especially during peak travel periods. The airline made the admission while responding to a complaint involving a passenger who reportedly waited over an hour for a pre-booked wheelchair and later collapsed. The airline disputed parts of the claim but confirmed that exceptionally high demand created delays.
- At the time of the incident, 93 wheelchairs were in use at departures and 84 at arrivals, the airline said.
- Air India noted it was dealing with an “unprecedented peak in demand,” which limited availability.
- The airline told regulators that the passenger’s family waited only 15 minutes, not an hour, before proceeding on their own — calling longer-wait allegations “baseless.”
Air India said the episode has been taken up “at the highest levels” and is under comprehensive investigation, including CCTV review and staff interviews.
But not all reactions supported the “misuse” narrative. Several users pushed back, emphasizing that what appears to be abuse may in fact reflect the realities of elderly international travel. One widely shared perspective noted: “Not scamming. Reasons I noticed: 1) they are all old-age parents visiting kids in the US; 2) some of them use this to navigate transit airports like Frankfurt, Singapore, Dubai — these airports are so big and foreign to elders. If airlines can provide actual humans to help with connecting flights, this can be cut by half.”
Aviation observers say this explanation aligns with long-recognized challenges for older travelers on intercontinental routes. Large hub airports often require navigating long distances, complex terminals, unfamiliar signage, and strict transfer times — all of which can lead seniors, especially first-time international flyers, to request wheelchair escorts for confidence and support.
The Directorate General of Civil Aviation (DGCA) has recently reviewed accessibility rules and, according to earlier media coverage, may consider measures to curb misuse while ensuring that passengers with genuine needs are prioritized. No new regulations have been formally announced.
They should charge an additional ₹5000 per airport n then they will see how many genuine passengers there are! https://t.co/U12fJwBTtx
— Kiran Mazumdar-Shaw (@kiranshaw) November 16, 2025
Dallas Airport. Again an army of able bodied Indians are taking advantage of the airport wheelchairs.
— Manju (@mandate2049) May 26, 2025
Locusts.
India should be permanently isolated and sealed off from the rest of the world. pic.twitter.com/OAPf7QXePR
