A woman from Delhi has called out Air India Express on LinkedIn for allegedly mistreating her elderly mother during a baggage incident that has since gone viral.
In her post, Aanchal Jain, who heads Global Brand Experience at Lenskart, detailed the distressing experience her 71-year-old mother faced while traveling from Kochi to Bengaluru.
She expressed her frustration over how her mother, who has a fractured hand, was treated regarding excess baggage charges, highlighting the airline’s lack of empathy toward her mother’s physical condition.
Jain recounted that her mother was required to leave her wheelchair and walk to a poorly lit area to access her luggage, despite the flight being delayed for several hours without any communication from the airline. “At the time of boarding, the staff forced my mother to abandon her wheelchair and walk to a dark spot where luggage was stored,” Jain explained.
Once there, her mother was reportedly made to sit on the floor and open her bags, which was particularly challenging given her injury. Jain stated, “They even asked her to sit on the dirty floor to open her luggage despite her hand fracture.”
Moreover, Jain’s mother was allegedly instructed to leave her purse and walking stick at the gate, with staff warning her that missing the flight would be her fault. “They made her leave her belongings unattended, intimidating her with the prospect of missing her flight,” Jain added.
Eventually, Jain’s mother was charged ₹8,200 in cash for exceeding the baggage weight limit and had to return to the aircraft visibly distressed. Jain remarked, “They forced her to pay for excess baggage, claiming that if she didn’t, she would miss her flight, which left her nervous and in tears.”
In her post, Jain expressed her discontent with Air India Express, stating, “It’s time companies like Air India Express understand that we, as Indians, will no longer tolerate laziness, incompetence, and arrogance.”
Have a look at the viral post:
Air India Express responded to the situation by expressing regret over Jain’s mother’s experience and clarified their baggage policies. They explained that the passenger had exceeded both the checked and cabin baggage limits. “We sincerely apologize for your mother’s experience and understand the importance of a smooth travel process for senior citizens,” the airline said.
They detailed that the mother had two pieces of checked baggage weighing 17 kg each, along with cabin baggage of the same weight, exceeding the allowance of 15 kg for checked baggage and 7 kg for each piece of cabin baggage. The airline promised to address the concerns raised by Jain.
Responses on social media were mixed, with some users supporting Jain’s call for better treatment of elderly passengers, while others pointed out shared responsibility in the situation. One user remarked, “Your mother may not know the baggage limits, but you should,” while another suggested that Jain should not have let her mother travel alone given her age and injury.
Jain emphasized that the main issue was not the excess baggage itself but the insensitivity exhibited by the airline staff. She reiterated that her mother was unfairly treated, having to leave her wheelchair and hurriedly deal with her luggage in distressing circumstances.
The incident has sparked broader discussions on social media regarding airline policies and the treatment of elderly passengers.
