Comedian and actor Vir Das voiced his disappointment with Air India after what he described as a frustrating and unprofessional experience during a flight from Mumbai to Delhi. Travelling with his wife, who is recovering from a foot fracture, Das claimed multiple lapses in service on board AI816 on April 14, despite booking the airline’s premium Pranaam service and pre-arranged wheelchair assistance.
In a detailed post on X (formerly Twitter), Das recounted that the couple paid ₹50,000 per seat, only to be met with a litany of problems. He noted that his wife’s seat was stuck in a reclined position, the leg rest and tray table were broken, and the cabin crew, while courteous, seemed unequipped to address the issues.
“The flight was ‘newly refurbished,’ we were told,” he wrote. “But nothing worked.” The ordeal didn’t end in the air. Upon landing in Delhi after a two-hour delay, Das said there was no ambulift or wheelchair assistance as pre-booked. Instead, his wife had to descend a stepladder from the aircraft — a significant safety concern given her injury.
Dear @airindia Please reclaim your wheelchair. I’m a lifetime loyalist. I believe you’ve got the nicest cabin crew in the sky, this post pains me to write. My wife and I book Pranaam and a wheelchair because she’s got a foot fracture that’s still healing. We’re flying to delhi.…
— Vir Das (@thevirdas) April 14, 2025
Das further alleged that both cabin and ground staff failed to provide timely help, with some appearing clueless or indifferent. “My wife with a fracture makes it down the stepladder,” he wrote. “I grab a chair and wheel her to baggage claim, then out of the airport to the parking. One of your wheelchairs is on the second floor of the parking in Delhi. Do claim it.”
In response to the viral post, Air India issued a statement acknowledging the shortfall. “We empathize with you, especially given the mobility concern involved, and recognize that this experience fell short of expectations,” the airline said in a clarification.
Dear Mr. Das, we have noted your concern about wheelchair not being provided to your co-passenger while travelling from Mumbai to Delhi on AI816 on 14 April 2025. We empathize with you, especially given the mobility concern involved, and recognize that this experience fell short…
— Air India (@airindia) April 15, 2025
The airline insisted that the wheelchair was not denied but delayed due to a sudden surge in demand and staffing shortages. It also claimed that the cabin crew had offered the standard “ambulift” for deplaning, in accordance with safety protocols.
Air India stated it is committed to improving its services and ensuring a better travel experience in the future. However, Das’s experience has reignited public scrutiny over the airline’s ground handling and accessibility services, especially for passengers with special needs.
