On April 14, 2025, the actor-actor Vir Das went to X (formerly Twitter) to share a deeply frustrating experience on the Air India AI816 flight from Mumbai to Delhi. Traveling with his wife, who had a feet fracture, Das had a pre-reserved wheelchair assistance and opted for the Pranaam Premium Pranaam service of the airline. However, despite the payment of 50,000 ₹ per seat, he said that multiple service failures have spoiled the experience.
“Dear Air India, please recover your wheelchair. I am a loyer for life. I think you have the most beautiful cabin crew in the sky, this post hurts to write,” he said. DAS continued to detail how the wheelchair did not arrive, the cabin crew seemed to be distraught, and the seat was broken on what he had been told was a “recently renovated” plane. His wife’s seat was “stuck in plan” and the leg rests were broken. Even after landing, aid was missing, forcing the DAS to push a wheelchair itself through the terminal.
Air India response: “Delay, no denial”
In a statement published after the publication of the position, an Air India spokesperson said: “We noted with concern an article on Mr. Das’ social networks on the fact that Wheelchair is not provided to his co-passage … We sympathize with the guests … and recognize that this experience did not succeed.”
The airline said that the wheelchair was not refused but delayed, citing an unusual request for wheelchairs and staff shortage at the time. The crew, he said, offered the use of standard “ambulift” in accordance with safety procedures.
Where has the system failed?
DAS also mentioned Enchal, a private company providing Atithya assistance at Indian airports, saying that their staff was also confused about the reservation. “We arrive at the terminal, the people of the Encalm inform the staff of the wheelchairs that we had pre-reserved a chair. There is no idea. There are wheelchairs everywhere. No staff because the flight is late,” he wrote.
He added: “I ask the aerial hostesses at the front of the plane to help my wife while I carry four bags. Silence and a look without any idea … I take a chair and I ask him for luggage, then outside the airport to the parking lot. ”
