Air India has responded to actor Lisa Ray’s allegations that the airline lacked empathy in handling her 92-year-old father’s travel cancellation, calling the claims “unfounded.” The Tata Group-owned airline also urged media outlets to avoid tarnishing its reputation without verifying facts.
Lisa Ray’s Allegations
Lisa Ray took to social media platform X (formerly Twitter) to express her disappointment with Air India after the airline allegedly refused to accept a medical waiver for her ailing father’s ticket cancellation.
“Here we go again Air India. My father is 92, unwell and I have to cancel travel due to his ailing condition. Submitted doctor’s letter and the waiver was denied? How is that possible? Where is the empathy from an airline that is claiming to care about passengers?” she wrote.
Air India’s Response
In a detailed statement, Air India refuted the claims, asserting that the airline had indeed offered alternatives to Ray but she declined them.
“While fully empathizing with the passenger, we would like to put forth the following clarifications: 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 airline stated.
Air India also clarified that Ray had initially booked her father’s ticket through a travel agent and had approached the agent before reaching out to the airline. Once she contacted Air India, the airline claimed it offered solutions such as a free date change or a one-year validity period to use the tickets for future travel. However, Ray reportedly declined the offer and instead demanded a full refund.
Airline Defends Its Reputation
Air India emphasized that it carries millions of passengers and stands by its commitment to customer service and empathy. The airline further urged the media “to restrain itself from maligning the reputation of the airline without corroborating facts.”
“Such misleading news reports belie the airline’s resolve to customer centricity and empathy,” the statement read.
Lisa Ray’s Background
Lisa Ray, a well-known model and actress, has been an outspoken advocate for patient rights and healthcare awareness, particularly after being diagnosed with multiple myeloma, a rare bone marrow cancer, in 2009. Her memoir, Close to the Bone, released in 2019, chronicled her health struggles, including a relapse after three years of remission.
Sources By Agencies
