A shocking incident has come to light involving Air India Express, where a senior executive at Lenskart, Aanchal Jain, has publicly accused the airline of mistreating her 71-year-old mother during a flight from Kochi to Bengaluru. Jain, who shared her mother’s harrowing experience on LinkedIn, painted a picture of neglect and disrespect towards a vulnerable elderly traveler.
Jain’s post details a nightmarish journey for her mother, who, despite suffering from a hand fracture, was subjected to a series of alleged mistreatments. The Kochi-Bangalore flight was reportedly delayed by several hours without any explanation, with boarding only beginning at midnight. According to Jain, the airline staff singled out her mother, forcing her to leave her wheelchair and walk to a dimly lit area where her luggage was kept.
The situation further escalated when Jain’s mother was made to sit on a dirty floor to open her suitcase, despite her hand fracture. This was compounded by the fact that her purse and walking stick were left unattended at the boarding gate. This incident, coupled with the alleged pressure to pay ₹ 8,200 in cash for excess baggage, painted a picture of utter disregard for her mother’s well-being.
Jain’s post concluded with a scathing criticism of Air India Express, calling out their alleged laziness, incompetence, and arrogance. She declared that she would never allow her mother to travel alone again following this incident.
Air India Express, responding to the allegations, acknowledged the baggage issue, stating that her mother exceeded the airline’s baggage limit. They claimed that charges were applied for the excess baggage. However, Jain retorted, emphasizing that the payment requirement was not the central issue. Her complaint, she stressed, was centered on the inhumane treatment her mother was subjected to.
Following Jain’s response, Air India Express issued a formal apology for the inconvenience caused, expressing their commitment to providing excellent customer service. They also clarified that their cabin baggage policy allows for two pieces weighing up to 7 kg combined.
This incident highlights the importance of airlines prioritizing the well-being of all passengers, particularly senior citizens and individuals with disabilities. The case has sparked outrage on social media, with many users echoing Jain’s sentiments regarding the mistreatment of her mother. The airline’s apology, while welcomed, may not be enough to appease the public who have been left shocked and angered by the alleged lack of empathy and professionalism displayed by Air India Express staff. This case raises questions about airline accountability and the need for improved customer service practices, particularly when dealing with vulnerable travelers.
