Air travel in India has seen a record boom in recent years. With growing incomes, increasing business travel, and a larger middle class looking for convenience, the aviation industry has emerged as one of the major sectors in the country. Low-cost carriers like IndiGo, SpiceJet, and Akasa Air have brought flying within the reach of the masses. However, with the rise in passengers, a reverse trend has also started to surface: the steady deterioration of in-flight amenities and overall travel experience.
The recent controversy highlighted the increasing gap between promise and performance. A Bengaluru-based CEO, Kiran Mazumdar-Shaw, took to social media to slam IndiGo and Oberoi Hotels over what he called a ‘tasteless gourmet meal.’ Her tweet triggered widespread debate about the declining levels of food and hospitality among airlines. Here’s how IndiGo reacted to this entire fiasco.
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CEO Kiran Mazumdar-Shaw criticizes the in-flight meal provided by IndiGo and Oberoi Hotels
Kiran Mazumdar-Shaw, founder and chairperson of Biocon Limited and Biocon Biologics Limited, a biotechnology company based in Bangalore, recently ignited the debate on social media about the quality of in-flight meals provided to passengers on IndiGo flights.
Tailoring a post on X, formerly known as Twitter, she criticized IndiGo’s in-flight gourmet meal for being “tasteless” and nothing close to “gourmet.” Along with her opinion, she also shared a photo of her meal served on IndiGoStretch, IndiGo’s premium business class offering. She also tagged both IndiGo and its catering partner, Oberoi Hotels. On X, she wrote,
This what @IndiGo6E calls gourmet cuisine for the Stretch passengers! I prefer their regular items! Oberoi should introspect on this uninviting and tasteless menu – pls do a customer survey n I bet you there will be a 100%.
In her tweet, Kiran also shared a photo of the IndiGo in-flight menu, which consisted of some fancy names such as ‘German lentil and feta salad with beetroot aalouti,’ ‘Lavash with cream cheese yoghurt dip,’ ‘Theedoi tres leches cake,’ and ‘Mixed nuts with pink salt and pepper.’ Although the airline had promoted the menu as having been devised as a fine dining experience in partnership with Oberoi Hotels, Shaw’s post was otherwise, with the offerings being termed lackluster and tasteless.
Have a look at the original tweet:
This what @IndiGo6E calls gourmet cuisine for the Stretch passengers! I prefer their regular items! Oberoi should introspect on this uninviting and tasteless menu – pls do a customer survey n I bet you there will be a 100%👎 pic.twitter.com/xDk76MPFXZ
— Kiran Mazumdar-Shaw (@kiranshaw) October 17, 2025
How did IndiGo Airlines react to this criticism?
After the viral post, IndiGo came up with a courteous and professional reply, thanking the entrepreneur for her honest thoughts and promising to make improvements. In their reply, IndiGo Airlines wrote,
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Dear Ma’am, thank you for taking a moment to speak with us. We’re delighted to know that you enjoyed the overall Stretch experience. We truly appreciate your thoughts on our menu, feedback like yours helps us evolve. At IndiGo, we remain committed to offering the best possible experience to our valued customers. Rest assured, we’ll work closely with our partner, the Oberoi to further refine our offerings and make your future journeys with us even more delightful. ~Team IndiGo
Dear Ma’am, thank you for taking a moment to speak with us. We’re delighted to know that you enjoyed the overall Stretch experience. We truly appreciate your thoughts on our menu, feedback like yours helps us evolve. At IndiGo, we remain committed to offering the best possible…
— IndiGo (@IndiGo6E) October 18, 2025
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How did netizens react to the whole controversy?
Although IndiGo remained calm in its response, people on social media promptly jumped in to join the discussion. Several echoed Shaw’s concerns over the fall in Indian airlines’ food quality. Others asked Kiran not to expect gourmet-quality food from airlines.
Many others also criticized IndiGo for giving a typical complaint reply. Some even alleged that IndiGO used AI to write such a reply.
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Take a look at some of the reactions:
I opt for and pay for the good old CJSW and just take the nuts from the #Stretch box. The menu needs a serious relook.
— Bangalore Aviation (@BLRAviation) October 18, 2025
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As one the first and frequent travellers on an indigo stretch – I have seen how you are cutting corners how awful the food has become from the first week that you offered it!
Better not to offer anything at all !— Reva Ahuja (@AhujaReva) October 18, 2025
Standard reply from all corporates! Put your mind before replying and send customers, the steps taken to improve service! I stopped flying indigo because of poor service quality
— Dr Uma Gengaiah 🐾 (@uma_umamirun) October 18, 2025
This is what happens when a #bot does reply. #Aibubble
— Bishwa (@BishwaRNayak) October 20, 2025
Looks like some chatboot auto answer like a FAQ
— Ravichandran (@atrieravi) October 21, 2025
Meanwhile, the incident has reignited debate regarding the widening gap between airline advertising and customer experience. While airlines increase their premium capacity and partner with high-end hospitality brands, many customers feel that the delivery tends to fall short of the promise. What’s more concerning is that it’s not the first time such things have been reported. The reality is that these occurrences happen so often that many people have come to accept them as the new normal.
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What do you think about this new normal? Do share your thoughts with us in the comment section of this article.
