Air India says “not denied, just delayed” after Vir Das’s viral wheelchair complaint

Vir Das, the Emmy-winning comedian known for his sharp wit and global tours, wasn’t laughing when he stepped off Air India flight AI816 from Mumbai to Delhi on 14 April. Travelling with his wife—who is recovering from a foot fracture—Das had pre-booked wheelchair assistance and even opted for the airline’s premium Pranaam service. The couple paid ₹50,000 per seat.

But when they landed in Delhi, there was no wheelchair, no staff, and no help.

Das shared the ordeal publicly on X (formerly Twitter), expressing dismay that his wife was forced to walk down the aircraft’s stepladder alone. He carried their luggage while flight attendants, he said, looked on in silence.


“I ask the air hostesses at the front of the plane to assist my wife while I carry four bags. Silence and a clueless look at each other,” he wrote. At the top of the ladder, he appealed to a male ground staffer. “He looks at me, shrugs, and ignores me.”

Eventually, Das ended up wheeling his wife through the terminal by himself—all the way from the arrival gate to the parking lot.

“One of your wheelchairs is on the second floor of the parking in Delhi. Do claim it,” he added with pointed sarcasm.

“This post pains me to write”

The comedian, who described himself as a lifelong loyalist of the airline, said he’d always admired Air India’s cabin crew. But this time, even that goodwill couldn’t cushion the experience.

“Dear Air India, 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,” Das posted.

He also highlighted a string of onboard issues. Despite being told the aircraft was newly refurbished, he said his wife’s seat was stuck in the reclined position, the table was broken, and the leg rests didn’t work.

And that was just the flight. The real trouble began on the ground.

Air India: “We fell short”

Following Das’s viral post, Air India issued an official statement acknowledging the complaint and expressing regret.

“We have noted with concern a social media post by Mr Das about wheelchair not being provided to his co-passenger while travelling from Mumbai to Delhi on AI816 on 14 April 2025. We empathise with the guests, especially given the mobility concern involved, and recognise that this experience fell short of expectations,” the airline said.

Air India stressed that the wheelchair service was not denied, but delayed. The airline cited a sudden surge in demand for wheelchairs and limited availability of staff at the time.

“The operating cabin crew offered to assist the guest, including deplaning by using the ‘ambulift’ assigned to the aircraft as per SOP, but the delay—not denial—in providing wheelchair assistance was due to unusually high demand for wheelchairs and staff at that time,” the statement read.

Das’s account also points to deeper coordination issues between the airline and ground service providers. He mentioned Encalm, the private firm managing Atithya assistance at several Indian airports.

According to him, Encalm staff acknowledged the pre-booking but were themselves unable to locate wheelchair staff.

“We get to the terminal, Encalm people inform wheelchair staff that we had pre-booked a chair. He’s clueless. There’s wheelchairs everywhere. No staff because the flight is late,” Das said.

He described the bizarre scene of having to grab a wheelchair himself and push it all the way through the terminal, echoing the kind of indignity and neglect passengers with medical needs often face at airports.

“Where did the system fail?”

This incident underscores more than just a service lapse. It highlights a growing concern around accessibility, particularly when promises made by airlines don’t match on-ground realities.

Air India said it remains “committed to improving the end-to-end travel experience for all its guests.” But Das’s story has already struck a chord with many online, sparking debate around passenger care and accountability—especially when it involves those with mobility challenges.

That the issue had to be raised publicly, by a high-profile figure no less, is a stark reminder: for many passengers, comfort and dignity in Indian air travel remain a work in progress.