‘Don’t Spread Misinformation’: Air India Counters Lisa Ray’s Allegations | Read Full Statement

New Delhi: Air India has strongly refuted actor Lisa Ray’s claims that the airline showed a lack of empathy towards her 92-year-old ailing father, calling the allegations “unfounded.” 

In an official statement, an Air India spokesperson addressed the issue, clarifying that the airline had extended support and made exceptions for the passenger but her request for a full refund could not be accommodated.

While we fully empathise with the passenger, we would like to offer the following clarifications,” the statement read.

• The claim that Air India did not display empathy for her unwell father is unfounded, as the passenger herself mentioned that she is booked to fly Air India along with two other co-passengers that does not include her father, whose medical documents she has submitted.
• The passenger had purchased the ticket from a travel agent and had first reached out to the travel agent, and not to Air India.
• After the passenger raised the matter to Air India, the Air India team reached out to her and, as an exception, offered solutions that included a free date change or a one-year period to utilise the tickets for future travel. She declined the offer and requested for a full refund of her ticket, instead.    

The airline further urged the media to avoid publishing ‘misleading reports’ that could tarnish its reputation, emphasizing that Air India remains committed to customer-centric policies and empathy. “We urge the media to restrain itself from maligning the reputation of the airline without corroborating facts. Air India flies millions of passengers and such misleading news reports belie the airline’s resolve to customer centricity and empathy”, it added.    

Earlier in the day, Lisa Ray took to X (formerly Twitter) to criticise Air India for allegedly denying a medical waiver despite her father’s deteriorating health and the submission of relevant documents.

“Here we go again, Air India. My father is 92, unwell, and I have to cancel travel due to his ailing condition. Submitted a doctor’s letter and the waiver was denied? How is that possible? Where is the empathy from an airline that claims to care about passengers?” she wrote in her post.

This isn’t the first time Air India has been facing flak. Earlier this month, a woman Parul Kanwar took to social media to highlight the airline’s negligence, alleging that her 82-year-old grandmother was left injured after Air India failed to provide a pre-booked wheelchair at Delhi Airport. The elderly passenger was reportedly forced to walk, eventually collapsing from exhaustion.

Later, the airline, in an official statement, refused to accept the blame and has decided to counter the passenger.