Television host and actor Mini Mathur recently voiced her disappointment with IndiGo, alleging inadequate support for senior citizens at Chhatrapati Shivaji Maharaj International Airport.
Taking to Instagram, Mini detailed the challenges faced by her 86-year-old father during his travel from Mumbai.
Allegations of poor assistance
In her post, she claimed there was no separate counter for wheelchair passengers at check-in and alleged that pre-booked wheelchair services were unavailable. She also criticised what she described as unhelpful behaviour at the counter regarding cabin baggage assistance.
Mini further stated that her father had to walk nearly a kilometre to the departure gate with his cabin luggage, adding that no buggy service was arranged.
“A brand that does not treat age with compassion can never age well,” she wrote in her initial post.
Airline response
In a subsequent Instagram update, Mini acknowledged that her complaint prompted swift action.
She wrote that IndiGo responded immediately to improve arrangements for her father and expressed hope that the incident would encourage better support for senior citizens across airlines and airports in India.
“Giving credit when it’s due,” she added, thanking the airline for its response.
Wider conversation on accessibility
The episode has sparked renewed discussion on airport accessibility and the need for consistent, compassionate services for elderly passengers. Aviation guidelines in India mandate assistance for passengers with reduced mobility, including wheelchair access when pre-booked.
As India’s senior citizen population continues to grow, travellers and advocacy groups are increasingly emphasising the importance of seamless support services to ensure safe and dignified travel experiences.