This denial was made citing that the luggage with her exceeded the limit of 7 kilogramme, and due to this a wheelchair assistance cannot be provided.
A 59-year-old USA citizen was allegedly denied wheelchair despite booking for the same with the airlines while starting her journey from Los Angeles to Mumbai via a Lufthansa flight arriving to Mumbai on Thursday at around 1 am.
This denial was allegedly citing that the luggage with her exceeded the limit of 7 kilogramme, and due to this a wheelchair assistance cannot be provided. Farzana Fazelbhoy a non-resident Indian (NRI) said no weighing of her luggage was done, and that she has an acute knee joint problem doesn't allow her to walk for long distances in airports.
Farzana told DNA, "I walked all the way to the immigration from the aircraft after denial but the only conclusion I can draw after discussing the same with my family is that the attendants wanted to extract money knowing I was helpless, and the staff was merciless who also said that she is free to report on saying that she will complain against them for such behaviour."
Wheelchair is provided to senior citizens, and those with disabilities. Every passengers who wishes to book a wheelchair is expected to book it in advance, and the same is communicated to the respected airline's that also gives an confirmation of the booking for the same.
Farzana had pre-booked the wheelchair with the airlines and had required the same from the aircraft till the immigration and further on. Farzana said she has been travelling to India since many years, and never has faced such when it came to availing services of wheelchair.
"I was completely shocked on being denying wheelchair as at no point of my journey did any Lufthansa or Airport employee ask me about exceeding carry on luggage limit even at the check in at Los Angeles nor at Frankfurt during a stopover. I am not even sure if it was more than 7 kgs as no where in the journey was any weighing done. I have complained with both the airlines and MIAL for looking into the matter," Farzana added.
Meanwhile, when contacted a spokeswoman for Mumbai International Airport Limited (MIAL) said, "We regret for the inconvenience caused. We will definitely take this up with the respective airline for a better experience in future. Definitely no one wants to experience wheelchair, and we will take this up.
While a Lufthansa in a email statement said, "We are sorry to hear about Farzana Fazelbhoy's experience in Mumbai. At this point we are investigating into the incident to ensure comprehensive understanding relating to all parties involved. We will contact the passenger directly in order to complete the investigation and solve the case."
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