Over the last 2 years I’ve boarded more than 10 flights with multiple airlines across different countries. As a traveller with disability i travel relying heavily on assistance due to costs and unable to bring in my personal assistant. Recently I had to transit through India en route to Moscow and back to Mauritius. In the first place I was denied check-in in Mauritius and within minutes the Russian Federation issued me a one way ticket through Emirates Airlines. Since apparently even though i am in transit for few hours I need visa. To be noted I was issued ticket 24 hours prior to depart and no way I can get a visa in short time frame.
Air Arabia contrast
On my return journey, I linked with Air Arabia to India from Moscow, even though I didn’t did the first leg. Air Arabia catered for my special needs as a traveller with disability without hassle. From Moscow to India via Sharjah, it was calm and assisted travel.
Vistara the nightmare
It’s Monday 31st July 2023, couple of hours prior to departure to Mauritius. Immigration checks my visa in India, I got a multiple entry visa, as I come to check in on a wheelchair;
I am told – I cannot check in since I used Air Arabia to come to India. This is the first reason. Then they change their version that ticket sequence is void since I didn’t do the first leg. However Air Arabia allowed me to board even though I didn’t do the first leg.
Matters worsen as Vistara ground staff speaks rudely.
The Airport is a disgrace with the most disruptive WiFi for a G20 presiding country.
One Vistara staff even uttered to her colleague: “His flight got cancelled, why should we help him?”
They didn’t help in anyway, for 5 hours I was left on my own as I tried desperately to get back home.
Having a physical disability and jet lagged, I was completely down on my own.
Incurred additional costs of booking hotel and taxi while the Russian Federation did needful to issue me a ticket.
It is important to highlight 24 hours prior to the Monday 31st flight, Vistara sent me an email to confirm my assistance for the same flight they cancelled my ticket as I was about to check in. Find image of same below.
From 4 am until 12 hrs i was without any food or drinks, with the added level of stress and dehydration. It remained a nightmare where i could have collapsed.
How can they then cancel a ticket for which they sent me an assistance confirmation?
Imagine if it were to be someone with intellectual or sensory disabilities. With the current Vistara management one can be left for dead.
In an era where traveling and Accessibility correlate, from low costs to established airlines all doing their best to cater for passengers with special needs.
Vistara from India despite being from the G20 presiding country sets out a hold statement which reminds me:
AVOID VISTARA AT ANY COST.
For all travelers and parents of children with disabilities, it is essential wellbeing prevails and you have a hassle free and accessible experience. As long as yu require travel, ensure you avoid Vistara in order you do not feel bashed and harassed or lack of assistance based on your disability and travel requirements.
My experience as a traveler made me experience different airlines and airport. On a personal note, avoid India and Vistara, even if they offer competitive costs, since you might be left stranded with huge costs associated.
Review from
Soovan Sharma Dookhoo
Person with multiple disabilities
Disability Researcher Rights Advocate
Executive Member Commonwealth Disabled People Forum
Soovan Sharma Dookhoo 