Air India, India’s revered flag carrier airline, embodies a legacy steeped in aviation history and excellence. Having started as Tata Airlines in 1932 and changed its name to Air India in 1946, this airline has been linking India to several foreign locations throughout the globe ever since. Airlines India has always taken great pleasure in its greetings and dedication to the well-being and security of its customers.
Nevertheless, despite its reputation, Air India has come under fire from customers who have expressed dissatisfaction with its offerings. In recent times, the airline has been under the spotlight due to criticisms on social media platforms regarding its offerings.
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Complaints have surfaced concerning the subpar food quality served during flights, which has been a source of discontent among travelers. In addition, there have been allegations of incidents involving unruly conduct on the part of both passengers and employees. Adding to this, one passenger recently criticized Air India for its disorganization of facilities and called it a “worst flight.”
So, here’s what happened:
Passenger criticizes Air India service on social media platform X
Australian writer Sharell Cook, who lives in Mumbai, recently told her story of her unsatisfactory experience on Air India flight. Regarding her first-ever direct trip operated by Air India from Mumbai to Melbourne, Cook expressed her displeasure on social media. On X, she posted two photos from the luggage claim and the interior of the aircraft, writing,
“Despite some concerns (and warnings) I foolishly decided to take the new Air India direct flight from Mumbai to Melbourne recently, thinking how bad can it be? Unfortunately, it was the worst flight I’ve ever been on from start to finish!”
Despite some concerns (and warnings) I foolishly decided to take the new Air India direct flight from Mumbai to Melbourne recently, thinking how bad can it be? Unfortunately, it was the worst flight I’ve ever been on from start to finish! Here’s a thread of all the reasons why… pic.twitter.com/Sb9cV3tSwW
— Sharell Cook (@AboutIndia) December 20, 2023
In addition, Cook bemoaned the lack of timely information. She also mentioned that the absence of alcoholic drinks in after-departure snacks forced travelers to order wine, which was only available in red wine in a limited quantity.
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1) Two hours of chaos in line for the check-in counter.
2) One hour stuck on the tarmac without any announcements or updates as to when the flight might depart.
3) Post-departure refreshments served without alcohol. Had to ask for wine but no white wine available, only red…— Sharell Cook (@AboutIndia) December 20, 2023
Continuing her thread, she highlighted the unusual timing for alcohol service between breakfast and lunch. In addition, Cook mentioned that non-vegetarian food was only available for pre-order. She went on to add that although it had comfortable and reasonable legroom, the outdated aircraft lacked in-flight entertainment.
4) Alcohol and snacks served between breakfast and lunch. Who wants to drink alcohol then?!
5) Non-veg meals only served to those who pre-order them.
6) Old plane with no inflight entertainment (although plenty of leg room and quite comfortable)… pic.twitter.com/EhPu7EgMP8— Sharell Cook (@AboutIndia) December 20, 2023
She also mentioned that the flight was much more delayed when it got to Melbourne, arriving 30 minutes later than expected. Not only this, but the flight also requires a further 20 minutes inside the plane to spray for insects. Furthermore, she voiced her displeasure with the management of the personnel, pointing out inefficiencies.
7) Arrived into Melbourne 30 mins late and then spent another 20 mins sitting on the plane while they sprayed it for insects.
8) Staff did not hand out any arrival cards for immigration.
9) Service was in general inefficient and disorganised. Passengers had to repeat requests.— Sharell Cook (@AboutIndia) December 20, 2023
What made the matter worse was that she saw that a fellow traveler had improperly disposed of food wrappers on the cabin floor.
10) To top it all off, the uncle occupying the seat in front of me thought the floor was a rubbish bin! pic.twitter.com/MZD76JhN44
— Sharell Cook (@AboutIndia) December 20, 2023
And to add to the misery, three toilets were defective.
11) And for the encore, adding three defective toilets to the list! https://t.co/y5tFnX4oI4
— Sharell Cook (@AboutIndia) December 21, 2023
Air India reacts to the viral post
The post soon went viral and got attention from Air India itself. Responding to all accusations, Air India acknowledged Cook’s grievances and issued a formal apology. Expressing regret for her subpar experience, Air India wrote,
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“Dear Ma’am, we sincerely apologize for the inconvenience you experienced during your recent flight with us. Your feedback is valuable to us, and we regret that your journey fell short of the standards we aim to uphold. We take these concerns seriously and will address them internally to improve our services. Thank you for bringing this to our attention, and we wish to speak with you. Could you share your contact number and a convenient time to connect?”
Have you tried the airline before? How was your experience with Air India? Do let us know in the comments.
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