Air India fined ₹50k for de-boarding disabled woman, damaging wheelchair

The Court of the Chief Commissioner for Persons With Disabilities (CCPD court) recently imposed a ₹50,000 fine on Air India for regulatory violations, apart from recommending that it pay ₹5 lakhs as compensation to a disabled woman for de-boarding her from the plane without reasons. .The order was passed on September 24 by the Commissioner for Persons with Disabilities S Govindaraj on a complaint by Falguni Maheshwari..Maheshwari, a wheelchair-bound woman with 80 percent locomotor disability, flew from Frankfurt to India in May 2026 on an Air India flight.However, she was de-boarded from a connecting flight that was to take her from Delhi to Bhuj without providing any written reasons.The complainant also alleged that her wheelchair was returned in a damaged condition. She stated that she was forced to arrange alternative flights at her own expense under severe emotional distress.Air India stated that de-planing the woman regulatory necessity solely on safety grounds. It stated that at the time of boarding, the woman was displaying certain medical concerns.The airline added that under its safety procedures, she was required to be accompanied by an escort and produce medical clearance to fly.The CCPD court questioned the airline on its insistence on a fit-to-fly certificate from the woman, particularly when she had already completed the preceding Frankfurt–Delhi journey.“The Court further notes that the Complainant had already incurred the airfare and had been permitted to board the flight. The subsequent disruption rendered such expenditure ineffective and imposed an additional financial burden. These consequential costs cannot, in the circumstances, be treated as ordinary travel expenses,” it added.It further noted that Air India's medical officer did not medically assess the woman. She was removed on the basis of visual, untrained observations of the crew.It also took a serious view to the damage caused to the complainant's wheelchair, noting that it is an essential assistive device integral to her mobility, independence, and dignity. It observed that under the Civil Aviation Requirement, the woman is entitled to compensation for the damage caused to her wheelchair.“Such damage cannot be equated with ordinary baggage loss, as it directly impairs the autonomy and safety of a person with disability," the CCPD court observed. .It observed that the incident led to the complainant's mental harassment, humiliation, inconvenience and distress as well. It stated that mere reimbursement of expenses would not suffice to compensate for the loss of dignity suffered by her..The CCPD court proceeded to impose a fine of ₹50,000 on Air India for violating statutory and regulatory safeguards governing the rights of persons with disabilities in air transportation.“The Court considers that a mere direction for corrective action would not adequately serve the ends of deterrence and institutional accountability," it held. It proceeded to recommend that Air India to pay ₹5 lakhs to the woman as compensation for the mental agony, humiliation, distress and inconvenience suffered by her. “The Court considers such compensation necessary for vindication of the Complainant's rights and for recognising the aggravated impact of the incident upon a person with benchmark disability who is dependent upon a wheelchair for mobility," it said. .The CCPD court also recommended that the airline undertake an internal examination of the incident and submit a report."The outcome of such examination shall be placed on record with supporting material. (Air India) is further recommended to ensure that its personnel are adequately sensitised and trained in rights of persons with disabilities, reasonable accommodation, non-discrimination, medical clearance protocols, and handling of assistive devices so as to prevent recurrence of similar incidents," it added. An action taken report was sought as well on the outcome of the internal examination, as well as details of compensation paid to the woman and action taken regarding remedial measures for the damage to her wheelchair..Advocates Amar Jain and Sarah appeared for the complainant..[Read order]