Actress Lisa Ray calls out Air India for ‘lack of empathy’ towards her father; airline defends itself

Lisa Ray’s Allegation

Lisa Ray took to X (formerly Twitter) to express her frustration over Air India's response to her father’s situation. She wrote, «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?»

Following her post, the airline initially responded on social media before issuing a formal statement to clarify the matter.

Air India's Response

In an official statement, Air India strongly refuted the allegations and clarified that they had extended alternative solutions to Ray, which she declined.

“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.

The statement further explained that Ray had booked her ticket through a travel agent and initially reached out to them instead of the airline. “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 utilize the tickets for future travel. She declined the offer and requested a full refund of