On February 12, upon arriving at Mumbai airport from New York on an Air India flight, an 80-year-old passenger, who had pre-booked a wheelchair, chose to walk due to the unavailability of one. Unfortunately, he collapsed during immigration and subsequently died in the hospital.
DGCA Penalty and Response
- Penalty Imposition: DGCA imposed a penalty of ₹30 lakh on Air India for the incident.
Lack of Action and Response
- Air India failed to inform DGCA about any actions taken against the responsible employee(s).
- The airline did not submit any corrective measures to prevent similar incidents in the future.
Airline’s Explanation
- Passenger’s Choice: Air India stated that the passenger opted to walk along with his spouse, who was in a wheelchair, instead of waiting for another wheelchair.
Immediate Response:
- Upon the passenger falling ill, Air India promptly rushed him to the hospital as advised by the airport doctor.
- The airline expressed condolences and extended necessary assistance to the bereaved family.
Regulatory Measures and Airport Improvements
- DGCA Advisory: DGCA issued an advisory to all airlines to ensure the availability of an adequate number of wheelchairs for passengers requiring assistance.
- Airport Relief Efforts: Recent measures at Mumbai airport have led to fewer delays in flight arrivals, providing relief to thousands of travelers.
Industry Reflection
- Safety and Accessibility: The incident highlights the importance of prioritizing passenger safety and ensuring accessibility for all travelers, especially those with special needs.
- Continuous Improvement: It underscores the need for airlines and airports to continuously assess and improve their protocols, infrastructure, and operational processes to enhance passenger experience and safety.