Aanchal Jain, a senior executive at Lenskart, has publicly accused Air India Express of mistreating her 71-year-old mother during a flight from Kochi to Bengaluru. Jain alleges that her mother, who suffers from a hand fracture, was forced to walk to a dimly lit area, made to sit on a dirty floor to open her luggage, and was pressured to pay a hefty excess baggage fee despite her vulnerable condition. Air India Express responded with a statement acknowledging the baggage issue but apologizing for the distress caused. However, Jain maintains that the core issue lies in the airline’s alleged mistreatment of her mother, not the excess baggage policy.