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Industry insiders cited significant misuse of the facility by several passengers, particularly on international flights. | Photo Credit: VELANKANNI RAJ B
The Directorate General of Civil Aviation (DGCA) will meet with domestic airlines to address concerns regarding wheelchair accessibility for travellers, sources told businessline.
Sources said the meeting is expected to take place on April 1 (Tuesday), 2025.
The meeting comes after concerns emerged regarding delays, limited availability, and insufficient number of wheelchairs.
Besides, the issue has become more pronounced amid a rise in the number of elderly passengers and air travellers with disabilities.
“The regulator is expected to hold an overall discussion with the airlines on strategies to enhance services related to wheelchair availability and assistance at airports,” sources stated.
“The ultimate goal is to establish a system in which wheelchair assistance is not merely a service but a guaranteed right for every passenger who requires it.”
Earlier, senior officials from the Civil Aviation Ministry informed businessline that airlines must enhance the timeliness and availability of wheelchair assistance services.
In particular, reports of passengers waiting for extended periods for wheelchair assistance—sometimes missing their flights—have sparked significant backlash among netizens and disability rights groups.
As per sources, the regulator plans to propose the establishment of standardised guidelines for wheelchair assistance across all airlines and airports.
“A service standard in this regard is necessary. The regulator may also seek legal opinions on the airlines’ proposals. This is a highly sensitive issue,” sources stated.
“The absence of a standardised, consistent, and reliable guidelines-based system across various airports and airlines has worsened the issue.”
On the other hand, industry insiders cited significant misuse of the facility by several passengers, particularly on international flights.
“The wheelchair facility offers many individuals the opportunity to bypass long queues,” they told businessline.
“The industry may propose restricting certain categories of passengers from accessing wheelchair facilities. Per flight, a wheelchair allocation quota might be set. The proposal is essential since, in the event of an emergency, onboard staff may be unable to assist a large number of wheelchair-bound passengers, which could jeopardise safety.”
According to industry estimates, IndiGo and Air India, as the two dominant players, offer the maximum number of complimentary wheelchair rides each month.
On its part, IndiGo on an average offers 1,70,000 complimentary wheelchair services per month, while Air India offers 1,00,000.
“High demand can sometimes delay the availability of this facility, resulting in fines for airlines. While this represents a monetary loss, it is, more importantly, a loss of reputation,” an industry representative told businessline.
In addition, airlines might propose the utilisation of real-time wheelchair tracking and request technology to enhance coordination between airport ground staff and airline personnel.
Published on March 31, 2025
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