Air India flags 'mass misuse' of wheelchair service on US-India routes; video sparks outrage

Dubai: A viral video showing dozens of seemingly able-bodied passengers being rolled through an airport in wheelchairs has reignited a debate about the misuse of disability assistance on international flights — and it’s now forced Air India to issue a clarification.

According to Air India, nearly 30% of passengers on India–US flights now request wheelchairs, but many don’t actually need them. The airline says this behaviour is slowing down support for those who genuinely require help.
In fact, Air India is handling over 100,000 wheelchair requests every month, creating significant delays and stretching manpower.

The issue exploded online after a video showed a long convoy of wheelchair-bound passengers being assisted by overwhelmed staff.

The post alleged that travellers use the service for priority boarding, faster immigration, and end-to-end escorting — perks intended for passengers with genuine mobility issues.

The controversy widened when Biocon chief Kiran Mazumdar-Shaw weighed in, suggesting that a Rs5,000 charge per airport could discourage misuse.

Her comment sparked a heated debate: while some supported the idea as a practical filter, many argued it would burden seniors, non-English-speaking travellers, and those with invisible disabilities.

Amid the rising complaints, the DGCA has now cleared the way for airlines to levy fees on wheelchair assistance — a move aimed at deterring abuse and ensuring timely help for passengers who truly need mobility support.

Airlines say the spike in casual requests — often made by fit passengers seeking convenience — diverts staff, slows airport operations, and compromises service quality for travellers with legitimate medical requirements.

Into this chaotic online debate stepped Biocon chief Kiran Mazumdar-Shaw, who reposted the video and suggested that a ₹5,000 fee per airport might deter those misusing the service.
Her comment instantly polarised opinion.

Some users backed Shaw, calling the fee a necessary filter to prevent the “if it’s free, why not” mentality. Others felt the suggestion was elitist, arguing that a charge could hurt elderly travellers and those with invisible disabilities who rely on guidance or language support.

Several highlighted that many families, especially NRIs, book wheelchairs for ageing parents not because they’re disabled, but to help them navigate long walks, immigration lines, and unfamiliar airports.

Airlines globally — including Air India — encourage travellers to pre-book wheelchair assistance to ensure availability. But with demand rising sharply, staff often struggle to differentiate genuine medical needs from convenience requests, leading to delays and frustration for those who truly need support.