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Air India Express wheelchair assistance reportedly hard to access, with add-on unavailable and customer care delays

IndiGoPC-2026-02058OtherAnonymous ·
How to ruin customer experience 101: My parents and in laws occasionally fly to and fro Bangalore. Most of the time I book IndiGo (InterGlobe Aviation Ltd) flights. They need wheel chair assistance the process to book that is straight forward You call Indigo customer care, after punching couple of 1s and 2s as response to IVR you get connected to an actual customer service representative and they take details and in 2 minutes wheelchair is booked free of charge from boarding point to the destination till exit gate. Simple. Now I booked flight with Air India Express. Firstly you will not get the customer service number easily. It is hidden somewhere in shit load of useless FAQ pages and what not and stupid AI assistant. You ask AI assistant it says either you go to your booking and do it as add on or once you reach airport you call staff there. Both stupid options. Still tried with Add on options, there is no add on option to add wheelchair, atleast I cant see it. After treasure hunting customer care number I called, the funniest thing and ironical thing you will here they call there customer service representatives as Customer Happiness Representative 😁 (Bro, let me decide whether I am happy after your service or not, why are you being over smart). Then you wait and wait and wait but always same thing "Our customer happiness representatives are busy serving other customers....", ofcourse they will be.. you are so hellbent on forcing customers to be happy..!!! By the way before putting you on an endless loop of that " Our customer happiness representatives are busy.." there is AI voice which announces Wheelchair assistance costs 1500!!! Even though I am still not connected with their "Customer Happiness Representative" I realised why IndiGo (InterGlobe Aviation Ltd) even with its limited options of amenities still does better because they make sure basics are taken care of..like on time arrival, safety, wheelchair assistance, seamless access to custome

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  1. Case filed

    System · 13 Oct 2026, 8:28 pm

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