On Wednesday, actress Lisa Ray took to her X (formerly Twitter) account to criticize Air India for refusing to grant a medical waiver for her ill father. The following day, the airline responded, asserting that the actor's allegations are 'unfounded.' The statement further indicated that Lisa did not accept several alternatives offered to her following the cancellation.

Air India's statement

In a recent statement, an Air India spokesperson remarked, "While we fully understand the passenger's situation, we would like to clarify the following points:

• The assertion that Air India lacked empathy for her ill father is incorrect, as the passenger herself indicated that she is scheduled to fly with Air India alongside two other companions, excluding her father, for whom she has provided medical documentation.

• The ticket was purchased through a travel agent, and the passenger initially contacted the travel agent rather than Air India directly.

• Following the passenger's inquiry to Air India, our team reached out to her and, as a special consideration, proposed options that included a complimentary date change or a one-year extension to use the tickets for future travel. She opted to decline this offer and instead requested a full refund for her ticket.

We encourage the media to refrain from damaging the airline's reputation without verifying the facts. Air India serves millions of passengers, and such misleading reports undermine our commitment to customer service and empathy."

In her post on X, Lisa stated, “Here we go again @airindia My father is 92, unwell and I have to cancel travel due to his ailing condition. Submitted doctors 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 later received a response from Air India's X account, after which she shared a screenshot of the medical emergency.

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