Denied wheelchair, threatened with deplaning: What happened with elderly couple on Lufthansa flight

CHENNAI: A routine journey to Vancouver turned into a traumatic experience for Joju Dominic (69) and his wife Jasmine Joju (65) during a Lufthansa flight from Chennai to Frankfurt on June 12, 2023.

From wet seats to denied assistance, the elderly couple recounted a harrowing series of events that disrupted their travel and caused emotional and physical distress.

Staff blamed Chennai's climate

The trouble began when their flight was delayed by 90 minutes for cleaning. Upon boarding, they discovered their seats were soaked, with water dripping from the overhead compartment.

“The staff blamed the issue on Chennai’s climate and suggested we use a blanket to deal with the dripping water,” Joju stated in his complaint. He also alleged that when he sought further assistance, a cabin crew member threatened to deplane him.

Although they were eventually moved to alternate seats, delays at Frankfurt airport caused them to miss their connecting Air Canada flight to Vancouver.

Heated arguments

Heated arguments ensued with airline staff before they were accommodated on a later flight, which disrupted their itinerary and led to extra expenses.

The couple’s return journey was no less distressing. Shortly after takeoff, their flight had to return to Frankfurt due to a fuel leakage. At Frankfurt airport, their request for pre-booked wheelchair assistance was denied, forcing them to walk nearly two kilometers to their lodging. “They gave us only chips, juice, and almonds as meals, and food coupons were distributed late. We also ran out of essential medicines,” Joju reported.

Couple sought Rs 3.5 lakh compensation

The couple sought Rs 3.5 lakh in compensation from Lufthansa. However, after the airline failed to respond to court notices, the Chennai (South) District Consumer Disputes Redressal Commission ruled ex parte, awarding Rs 55,000 for mental agony and legal costs. Dissatisfied with the ruling, Joju has appealed to the state consumer commission, seeking higher compensation for the ordeal.