On April 14, 2025, comedian Vir Das, a self-proclaimed "lifetime loyalist" of Air India, found himself at the center of a social media storm after posting about a harrowing experience he and his wife endured on an Air India flight from Mumbai to Delhi. The post, which detailed a series of mishaps and a severe lack of assistance for his wife, who is recovering from a foot fracture, quickly went viral, sparking widespread criticism of the airline's service.
Das had pre-booked Air India's premium "Pranaam" service and wheelchair assistance for his wife, expecting a smoother journey given her injury. The couple reportedly paid ₹50,000 per seat for the flight. However, according to Das's account, the reality was far from the promised premium experience. Upon boarding the "newly refurbished" aircraft, they were met with a broken table, faulty leg rests, and a seat that wouldn't fully straighten.
The problems escalated upon arrival in Delhi. The passengers were informed that they would have to disembark via a steep stepladder, despite the pre-booked wheelchair assistance. Das recounted having to help his injured wife descend the ladder while carrying four bags, with no assistance offered by the cabin crew. He described the flight attendants as giving him "silence and a clueless look" when he requested help.
The situation didn't improve at the terminal. The promised wheelchair was nowhere to be found, and ground staff seemed unaware of their booking. Das was forced to locate a wheelchair himself and push his wife through baggage claim and all the way to the parking area. In a sarcastic conclusion to his post, Das shared a picture of an abandoned Air India wheelchair on the second floor of the Delhi airport parking lot, suggesting the airline "reclaim" it.
The comedian's post resonated with many social media users, who shared their own negative experiences with Air India, highlighting a perceived pattern of poor service and lack of attention to passenger needs, especially those with disabilities. The tweet went viral due to its articulate and composed tone, which made it more than just a complaint. It was a well-documented experience shared by someone with influence, sparking conversation regarding the kind of service any passenger deserves, especially those with functional needs.
Air India responded to Das's post, stating that they "understand and empathize with the experience" and requested booking details to investigate the matter. In a subsequent statement, the airline acknowledged the incident, stating that the wheelchair service was "delayed, not denied," due to high demand. They admitted that the experience "fell short of expectations."
The incident has once again put the spotlight on the challenges faced by air travelers, especially those requiring special assistance. It raises questions about the consistency and reliability of airline services, even when premium options are purchased and pre-booked. It also highlights the importance of clear communication and efficient coordination between airlines and ground staff to ensure that passengers receive the assistance they need.
