Ordeal at Sydney Airport and a vivid encounter

Sydney Airport on a winter night is a world unto itself—a sprawling, echoing expanse of glass and steel, humming with the restless energy of travelers from every corner of the globe.

On July 6, 2025, the international terminal was a hive of confusion—‘DELAYED’ continuously flickered beside flight number MH0140 on the departure board, announcements crackled overhead, and long corridors stretched endlessly beneath harsh LED lights.

Amidst this bustle, I met them—a dignified couple, both in wheelchairs, their presence almost serene against the backdrop of chaos.

The aunty, perhaps in her early seventies, wore a vibrant red saree and a floral jacket. With her sliver hair neatly combed, her face, remarkably unlined, radiated warmth and resilience.

Despite the turmoil, she greeted me with a gentle smile, and later offered me slices of apple—a small act of kindness at a moment when she herself was in need.

Although seated in a wheelchair, I could tell that her husband was a tall slender man in his eighties, sitting up straight despite his frailty. His thinning grey hair and unshaven moustache gave him an unkempt air, but his eyes betrayed deep anxiety.

He clung to his dignity, even as the world around him spun out of control.

The announcement came suddenly—flight MH0140 to Kuala Lumpur was canceled due to severe weather.

The terminal erupted with approximately 290 shocked and anxious passengers, phones pressed to their ears, voices in a cacophony of languages, all seeking answers.

For this elderly Indian couple, the digital messages from the airport were indecipherable; the aunty confided that she could barely hear or understand the updates.

With humility, she asked for my help to contact her son-in-law, her own phone rendered useless by lack of roaming service.

Navigating the maze, managing physical and emotional toll

As ground staff herded passengers toward immigration and baggage claim, the scale of the challenge became clear.

The couple’s six heavy bags, combined with my own, made for a precarious journey.

Maneuvering a loaded trolley into a cramped lift, squeezing in with five other anxious travelers, I felt the strain in my arms- a small taste of the physical demands these seniors faced at every turn.

At the counter, a manager handed us a hotel voucher and instructed us to proceed to the Four Points Sheraton.

The couple was relieved to have a place to rest away from this chaos.

I decided to accompany the old couple to the hotel. Our taxi driver, Muhamad, was a rare bright spot with his cheerful chatter, and being the helpful individual that he was, he assisted us with the luggage all the way to the hotel lobby.

However, our joy was short-lived. At the front desk, a new ordeal began—the hotel had no record of our booking, and despite the boarding pass clearly listing the hotel’s name, the receptionist insisted on payment—by Australian credit card only.

It was now past midnight. The couple’s son-in-law, more than an hour away, had to transfer funds to my own son-in-law, who was coming to collect me.

Only at 2:30 a.m., after my son-in-law arrived and paid, could we finally check the couple in.

I arranged for a wake-up call and taxi, printed their boarding passes, and made sure they would not face further obstacles in the morning before taking my leave.

The uncle, exhausted and worried, repeatedly asked about the next day’s flight. The aunty, ever gracious, thanked me with quiet dignity.

When I called at 7 a.m., I was relieved to hear they were safely at the airport, enjoying breakfast before their onward journey.

This experience is probably just one of many similar incidents that may have occurred in the past and will surely take place in the future.

While the weather may be beyond our control, managing or handling the situation is not.

The hidden struggles of senior travelers

Modern airports boast of vast impersonal spaces; some travelers are required to walk more than two kilometers to reach a departure gate.

For seniors, even with wheelchair assistance, the journey is fraught with obstacles.

■ Communication barriers: Many elderly travelers struggle with technology, language, or lack of roaming services, hence making it difficult for them to contact anyone for assistance in emergency situations.

■ Physical limitations: Long walks, heavy luggage, and unfamiliar layouts can be exhausting and dangerous for senior travelers.

■ Unpredictable disruptions: Flight cancellations or changes can leave seniors stranded, confused, and anxious.

■ Systemic oversights: Hotel check-ins, voucher systems, and documentation requirements often fail to account for the unique needs of older adults.

Had this couple been left alone to manage the situation, the consequences could have ranged from missed flights to serious health emergencies.

The hotel’s refusal to accommodate them, despite clear evidence of their vulnerability, was a stark reminder of how easily seniors can fall through the cracks.

A call to action: Building a compassionate system and avoiding the risk of neglect

For families and loved ones

■ Never assume independence: Whenever possible, accompany elderly relatives during travel, especially on complex international journeys. Never assume that they will be able to manage on their own despite the possibility of them saying that they can.

■ Prepare thoroughly: Ensure seniors have working phones, emergency contacts, and clear instructions for every leg of the trip.

■ Advocate proactively: Notify airlines and airports in advance about any special needs.

For airlines and airports

■ Go beyond wheelchairs: Assign dedicated staff to assist seniors from check-in to boarding, including during disruptions.

■ Proactive communication: Use simple, clear language in announcements and provide printed updates for those who may not hear or understand.

■ Streamlined processes: Simplify documentation and voucher systems, and empower staff to make exceptions for vulnerable travelers.

■ Rest areas and accessibility: Increase the number of rest zones, benches, and accessible restrooms along long corridors.

For ground crew and immigration officers

■ Training in empathy: Equip staff to recognize and respond compassionately to the needs of elderly travelers.

■ Personalized assistance: Offer to walk seniors through each step—immigration, baggage claim, hotel transfers—with extra attention during irregular operations.

■ Follow-through: Ensure that seniors are not left alone until they are safely checked into their next destination, and boarded safely onto their flight.

A society that values its elders

Travel is a right, not a privilege reserved for only the young and able-bodied.

As our population ages, we must build systems within families, airlines, and public infrastructure, that honor the dignity and safety of older adults.

Let this be an eye-opener. The next time you see a senior citizen at an airport, do remember that a little kindness can make all the difference.

For airlines, airports, and authorities, the challenge is clear— go beyond the minimum.

Let’s make travel not just accessible, but truly welcoming for our elders.

Because one day, it could be us in that wheelchair, hoping someone will care enough to help.

(Ravindran Raman Kutty is an active social worker.)