A business class passenger flying from Delhi to Toronto via Vienna shared a shocking account of Air India’s poor service. The traveller reported broken tray tables and malfunctioning seats during the 19-hour journey, calling the experience frustrating and unacceptable for a premium fare.
Broken Seats and Unfair Declarations
According to the passenger, Air India staff asked travellers to sign a declaration confirming the issue and agreeing to continue without complaint. Passengers had to balance meal trays on their laps throughout the flight, which the traveller described as humiliating and unprofessional.
Poor Apology and Lack of Accountability
The traveller compared Air India’s response with American airlines, which usually offer compensation such as vouchers or miles. Air India, however, issued only a standard apology letter without personal acknowledgment. This lack of empathy left passengers feeling ignored.
Crew Behaviour and Previous Complaints
The passenger alleged that crew members appeared indifferent and dismissive. They also recalled another experience on a Delhi-San Francisco flight where a broken seat led to a confrontation. Instead of resolving the issue, staff accused the passenger of delaying the flight.
Repeated Negligence and Poor Maintenance
These incidents point to a deeper problem within Air India poor maintenance and lack of courtesy. For a national carrier trying to rebuild its image, repeated complaints like these raise serious questions about training, accountability, and service quality.
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