Alliance Air Issues Apology After Delay in Wheelchair Service for Elderly at Delhi Airport

An internal investigation by state-owned Alliance Air has revealed that a delay occurred in providing a wheelchair to an elderly woman at Delhi airport. The airline had previously apologised for the incident, according to a senior official. Reports suggested a delay of three to four hours, but the probe found the wheelchair was provided within an hour.

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A social media post on July 8 claimed that an 84-year-old woman with Parkinson's disease waited over three hours for a wheelchair after arriving from Jaipur on July 7. Following this, Alliance Air issued an apology and initiated an investigation into the matter.

Investigation Findings

The investigation report indicated that the passenger was assisted from disembarkation to the terminal exit. "The passenger was not abandoned at any point," stated the senior official. The report clarified that it took 42 minutes for the passenger to reach the terminal exit with her baggage after the aircraft arrived at 9:31 pm.

After all passengers deboarded, the first coach left, except for the woman and her son, who were waiting for the wheelchair. The crew had requested ground staff for a wheelchair, but it took time to arrive. Before it could be brought from the terminal, the co-passenger opted to use their own wheelchair.

Wheelchair Assistance

The assisting staff initially reached the ramp without a wheelchair. The woman's own wheelchair was retrieved and handed over to her son at the ramp. The cabin crew advised her to wait until ground staff arrived. A crew van passing by eventually transported them to the arrival bus gate.

From there, a helper and attendant escorted her to the exit while her son collected their baggage from the conveyor belt. Despite these findings, Alliance Air acknowledged a lapse by their handling agent in not providing a wheelchair promptly upon arrival.

The official added, "We admit there was a let-up from our handling agent not placing a wheelchair at the aircraft at time of arrival and asking for it subsequently which resulted in a delay of the passenger deplaning the aircraft."

Alliance Air's apology and subsequent probe highlight their commitment to addressing service lapses and ensuring better assistance for passengers in need.