Their troubles continued on August 7, during their return flight. After checking in their luggage and waiting at a lounge, Pankaj noticed the incoming flight was delayed. “The aircraft from Bengaluru landed late. With the turnaround time, it was clear our flight wouldn’t depart on time,” he said.

At 7.30 pm, the couple was asked to go to the gate, which is one level below the security check. But the check-in had not started yet and the staff informed them to go back to the lounge and that they would be summoned. On her way back Alka tripped on an escalator and fell. She was attended by paramedics but was still required to get a medical fitness certificate before flying. “The Air India Duty Manager, Manoj Gupta, insisted on an emergency room visit despite paramedics clearing us to fly,” Pankaj said. “We pleaded, but he wouldn’t relent.”

Poll

How are rising Ganesh idol prices affecting the traditional celebrations for Ganesh Chaturthi in Mumbai?

Higher costs for devotees 40.78%

Impact on mandal activities 28.25%

Shift to alternative celebrations 30.97%

Submit

View All In Poll

An email from the duty manager, seen by mid-day, requested new bookings and noted that the couple was offloaded due to the incident. Despite being cleared by paramedics, the couple was charged a no-show penalty and fare difference totalling Rs 2,33,000 for rebooking. “We were shocked to find out about the penalty and fare difference after we had already checked in,” Alka said. “We had to pay the penalty in addition to our medical expenses.”

The couple has lodged a formal complaint with AirSeva and plans to pursue legal action against Air India. “We trusted the airline to handle the situation with care, given our age and distress. Instead, we faced callousness and a hefty financial burden,” they told mid-day. The couple provided evidence, including email exchanges, X-ray reports, and boarding passes, to AirSeva. An email and WhatsApp query to Air India went unanswered.