A recent incident involving Air India Express has drawn significant attention and criticism, particularly concerning the treatment of elderly passengers. Aanchal Jain, who serves as the Head of Global Brand Experience at Lenskart, took to LinkedIn to share a distressing account of her 71-year-old mother’s experience during a flight from Kochi to Bengaluru. Her post highlights a series of mishandlings by the airline, which Jain argues demonstrate a lack of compassion and understanding for passengers with physical limitations.
In her detailed and emotional post, Jain described the experience as a "horrible assault by Air India Express on senior citizens," and she recounted how her mother, who was traveling in a wheelchair due to a fractured hand, faced multiple challenges during her journey. Jain detailed how, despite the flight being delayed for several hours without any communication from the airline staff, her mother was singled out at the time of boarding and made to leave her wheelchair. She was then instructed to walk to a dimly lit area designated for luggage handling, which posed significant difficulties given her condition.
“Despite her physical limitations, they made her sit on the dirty floor and open her luggage, which was particularly challenging for someone with a fractured arm,” Jain explained. This lack of consideration for her mother’s condition has resonated with many, as it underscores the urgent need for airlines to improve their treatment of vulnerable passengers.
The situation further escalated when Jain's mother was allegedly required to leave her purse and walking stick unattended at the boarding gate, facing intimidation from the staff that if she missed her flight, it would be entirely her fault. “They made her leave her purse and walking stick unsupervised at the boarding gate, frightening her with the consequence that she would miss her flight,” Jain recounted, illustrating the pressure her mother faced during the ordeal.
As if the situation couldn't get worse, Jain's mother was then charged Rs 8,200 in cash for overweight baggage. The staff insisted that this fee was mandatory, given that her check-in and hand luggage exceeded the allowable limits. Jain expressed her dismay, stating that her mother was visibly distressed and forced to walk back to the aircraft in tears after being treated in such a humiliating manner. “They made her walk back, nervous and crying, to the aircraft,” Jain emphasized, conveying the emotional toll the experience had on her mother.
In her post, Jain passionately criticized Air India Express for its service, declaring, “This is a shout-out to tell companies like Air India Express that Indians are done with companies who think they can be lazy, incompetent, arrogant, and still flourish.” Her call to action reflects a broader sentiment among travelers who demand better treatment and accountability from airlines.
Air India Express did respond to Jain’s public complaint, expressing regret over her mother’s experience and attempting to clarify their baggage policy. They stated, “We are truly sorry to hear about your mother’s experience and regret the distress it caused her. We understand the importance of ensuring a smooth travel experience, especially for senior citizens.” They provided a detailed explanation, asserting that Jain's mother had exceeded both the checked and cabin baggage limits, which led to the additional charges.
The airline reiterated that passengers are allowed only one piece of checked baggage weighing 15 kg and two pieces of cabin baggage weighing 7 kg each, with any excess baggage incurring additional fees. In another statement, they further apologized for the inconvenience and promised to address the issues raised by Jain.
Despite Air India Express’s explanations, the incident has polarized opinions on social media. Many users expressed solidarity with Jain, echoing her call for better treatment of elderly passengers and emphasizing the need for airlines to cultivate a more compassionate environment for those who may require additional assistance while traveling. Others, however, placed some responsibility on Jain herself, arguing that it is crucial for caretakers to ensure that elderly passengers are aware of the baggage limitations and travel preparations necessary to avoid such situations. Comments ranged from supportive to critical, highlighting the varied perspectives people hold on the responsibilities of passengers and airline staff alike.
In her defense, Jain underscored that the primary issue at hand was not solely the excess baggage fee but the complete lack of sensitivity shown by the airline’s personnel throughout the ordeal. “They didn’t take the excess baggage fee when they should have. Instead, they unnecessarily made her leave her wheelchair, open her luggage, and pay cash in a rush while threatening her about missing her flight,” she remarked. This statement reinforces her view that airlines should prioritize the comfort and dignity of their passengers, particularly those who are elderly or physically impaired.
The incident has sparked a broader discussion on social media platforms regarding airline policies, particularly concerning the treatment of elderly passengers. Many users are now calling for airlines to implement more comprehensive training programs for staff to ensure they are equipped to assist senior citizens effectively and with empathy. This discussion highlights a growing awareness and demand for systemic changes in the aviation industry, where customer service and compassion should be paramount, especially when dealing with vulnerable travelers.
As the conversation continues to evolve, it is clear that this incident has not only impacted Jain and her mother but has also opened the floor for vital discussions about the responsibilities of airlines and the treatment of passengers, particularly the elderly. The outcry from the public indicates a collective desire for improvement in airline services and greater accountability, emphasizing the importance of human dignity in all aspects of travel.
