How to Book Wheelchair Assistance at Indian Airports: IndiGo, Air India, Vistara and Akasa, Step by Step

The challenge of flying with an ageing parent isn't the flight. It's getting to the boarding gate. The long walk through the terminal, security queue, crowded boarding area and then boarding the aircraft can be really tiring for them.

Booking wheelchair assistance can be difficult so waiting until you reach the airport to ask for it is taking an action too late. It does not matter if they don't use a wheelchair every day or if they are old enough to qualify for it. The only thing that matters is whether you think they can handle the long walk through the terminal without getting tired, losing breath or risking a fall. The goal of wheelchair assistance is to save their energy.

Wheelchair assistance isn't about taking away independence. It's about helping your parent save their energy for the journey instead of the terminal. Skipping it could lead to your parent feeling exhausted, higher risk of falling in a busy airport, and they start avoiding travel altogether. Booking a wheelchair assistance allows them to move through the airport with less stress and travel comfortably.

This article covers how to book wheelchair assistance for IndiGo, Air India, Vistara, and Akasa Air, what you can expect on travel day, and the process for flying with an older parent, including assistance from check-in to deplaning.

Why Booking Ahead Matters More Than People Think

Wheelchair assistance is classified as a Special Service Request for all Indian airlines. The ground staff are notified of this before your arrival, and if you requested assistance prior to your arrival, the airlines have pre-booked the wheelchair, an assistant, and all required documents.

When you arrive at the counter, the staff are handling this for the first time, causing delays for the people in line behind you and your parent. Making this call relieves a lot of stress and allows you to plan the rest of your trip around your parent's comfort.

How to Book Wheelchair Assistance with IndiGo

Requests for wheelchair assistance must be made at least 48 hours prior to the flight, and there are two simple options to do so.

1. The first option is during the booking process. While reserving tickets on IndiGo's website or app, there is an option for special assistance where you can select the level of help your parent requires, ranging from ramp wheelchair assistance to full terminal assistance.
2. The second option is via telephone. You can call IndiGo customer care at 0124 6173838 and request assistance for an existing booking. This is beneficial if you booked your ticket well in advance and only noticed later that your parent would need assistance.
3. When you arrive at the airport, you should plan to be there at least two hours prior to departure. IndiGo personnel at the reservation desk or special assistance desk will ask some questions to evaluate the level of assistance required and will provide a wheelchair along with an attendant who will accompany your parent from check-in to the aircraft door. If you are travelling with a group of 10 or more who will require wheelchairs, please call in advance so that the airline can arrange adequate personnel and resources.

How to Book Wheelchair Assistance with Air India (and Vistara)

As Vistara merged with Air India, if you are traveling on a route that was previously serviced by Vistara, the operations of that route will be through the systems of Air India.

Air India suggests that you book wheelchair assistance as early as possible to ensure that your request is captured in the system well before your travel date. To pre-book wheelchair assistance, you have two options.

You can add this request while booking your ticket online by selecting the special assistance option during the booking process.

Alternatively, the request can be added by calling an Air India reservations agent, and advising them to add wheelchair assistance to the booking under Special Service Requests.

Air India also provides additional assistance on the day of travel by allowing passengers that require assistance to be the first to board the aircraft and to be the last to leave the aircraft after everyone else has deplaned. This way, there is no need to rush through a busy aisle. Keeping this in mind, airline staff will try to place these passengers in seats that are close to the lavatories and the aisle. Any medical information that the airline has been provided for a booking, the airline will inform the flight attendants. Once the aircraft arrives at the destination, airline staff will assist the passengers with deplaning, will guide them through the airport terminal, and assist in picking up the checked luggage.

If your parent will need a wheelchair at the airport for layover flights as well, it is important to state this when making the booking so that the request is documented for all segments of the flight.

How to Book Wheelchair Assistance with Akasa Air

Requests for assistance with wheelchairs at Akasa Air can be made through the customer service number, which may be reached by dialling +91 9606 11 21 31. This line is open 24 hours a day. You may also make requests via the airline's system to manage your bookings.

If, after making the booking, you need to add anything related to your parent's health and require assistance, go to manage booking and add this information. Note that Akasa may require supporting documentation for any medical conditions, and it may be required that you have a doctor's note available if your parent is travelling after surgery, has an injury, or has a medical condition such as advanced arthritis.

Akasa does not allow web check-in for passengers who have requested wheelchair assistance. This is less of an inconvenience and more of a safety concern as the airline needs to verify details and make arrangements. You will be required to check-in at the counter. This is where all of your requests will be recorded.

What to Expect at the Airport on Travel Day

As requests have been made, patterns look similar across all 4 airlines.

For domestic flights, try to arrive 2-3 hours prior for the most ease. This way there is no pressure if the attendant or wheelchair takes longer than expected.

Staff will be positioned at either the check-in counter or special assistance counter and will confirm the request on file. Your parent will then be connected with an attendant and a wheelchair.

An attendant will escort your parent through all of the following: security, immigration, and the walk to the gate. This includes the aircraft door. The reverse process occurs as well. At the end of the flight, parents are assisted by an attendant from the aircraft to baggage claim and then to your designated transport.

Keeping your parent's medical essentials closer to them is good practice. Carry them in hand luggage rather than checking them in. For this, a blood pressure monitor, a printed doctor's note (if applicable) and medication will suffice.

Most families traveling with older parents use a portable blood pressure monitor. These are already compact and the AGEasy wrist BP monitor is one example. This device fits in a handbag, runs on a rechargeable battery, and reads results aloud which is great if your parent has trouble reading a small screen or is sitting in a busy terminal. A BP check should be done prior to boarding the flight and especially should be done after a long walk through the terminal. This is especially true for parents managing hypertension or recovering from a surgical procedure.

Making the Rest of the Journey Easier

Although booking the wheelchair resolves the airport portion of the trip, there are several additional measures that can help the entire trip to be more seamless.

When the airline permits pre-boarding, choose an aisle seat near the front of the aircraft so that your parent has less walking distance and more immediate access to the washroom.

For this reason, pack slip-on shoes and big, loose, and comfortable clothing as it will increase the efficiency of the security screening and a reduced distance to walk to the gate.

In addition, keep a printed copy of the special assistance confirmation along with your booking reference, as this is important in situations when counter staff do not have it pulled up to show it.

If your parent has routine blood pressure or blood sugar levels readings, it may be useful to monitor them while on the go. Portable devices like AGEasy's health devices designed for older adults, allow you to take prompt and precise readings without needing to ask for assistance because they are designed with that placement in mind.

The Bigger Picture

The wheelchair support at the airport is completely free, and made possible with as little as one phone call during your reservation. This service greatly improves your parent's experience. Instead of having to walk through the terminal, they get to enjoy the reason for the trip. Whether that is a wedding of a grandchild, a family reunion, or a relaxing vacation.

Make your reservation as soon as possible, and if possible confirm it the day before. This along with some personal items for your parent's comfort to monitor them. It will ensure that the airport does not take away from the trip everyone is looking forward to.