A travel influencer recently criticised poor service at Delhi’s Terminal 1 in a viral social media post. The complaint targeted behaviour at an airline check in counter. The video stated that when customers face mismanagement, they at least expect a simple apology. The post crossed one lakh views within hours.
The airline named in the post, Air India Express, responded publicly. It apologised for the inconvenience and requested booking details through direct message for internal review. The reply followed a standard customer service format, but online discussion continued.
Social media reactions were sharply divided. Some users supported the passenger and said courtesy and professionalism are essential in aviation. Others felt the influencer overreacted. A few comments broadened the debate by comparing Indian airlines with foreign carriers.
The incident has once again placed airline customer service under scrutiny. In recent months, Indian carriers have faced complaints about delays, staff conduct and ground coordination. Such concerns are increasingly shared online and gain quick visibility.
With air travel demand rising rapidly in India, service quality has become a reputational factor. In a competitive market, every viral complaint matters. When it involves a public figure, the impact can be even stronger for the airline involved.
Dear @AirIndiaX kindly inform your ground staff of Delhi T1, aisle E, that when they r not managing the customers properly, at least a sorry would be nice to hear. I pay for a bare minimum of decent behaviour. pic.twitter.com/8dX9gCSJcY
— Olly Esse (@ollyesse) March 2, 2026
