Frequent complaints highlight serious lapses in Air India’s premium offerings
30 April 2025, New Delhi
Air India’s business class services have come under intense scrutiny following a series of passenger complaints highlighting subpar conditions and service failures.
Urvashi Prasad, a former director at NITI Aayog, recently shared images on social media of a damaged business class seat on flight AI 2996 from Mumbai to Delhi, expressing concerns about the aircraft’s overall maintenance.
This incident adds to a growing list of grievances from passengers. On flight AI 105 from New Delhi to Newark, Vineeth K, a business traveler, called his journey a “nightmare,” pointing to problems like shabby seats, broken entertainment systems, and raw food.
International travelers have also voiced dissatisfaction. US travel blogger Drew Binsky labeled his business class journey from London to Amritsar as the “worst,” pointing out broken seats, dirty surroundings, and malfunctioning amenities.
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Political figures have not been exempt from these issues. BJP leader Sudhanshu Mittal criticized the airline after encountering a broken footrest and alleged rude behavior from staff on a flight to Dubai.
In response to these complaints, Air India has acknowledged the feedback and stated that investigations are underway to address the concerns. The airline is now working on a transformation strategy that includes improving service quality and modernizing its aircraft.
Despite these efforts, a recent survey ranked Air India fourth globally among airlines with poor business class services, highlighting issues with cabin seats and in-flight entertainment.
As Air India continues its modernization initiatives, the airline faces the challenge of restoring passenger confidence and meeting the expectations associated with premium travel.
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