A recent incident involving Air India has left a frustrated passenger grappling with poor communication, shifting responsibility, and a lack of basic accountability.
The traveler had booked a non-stop flight from Vancouver to Delhi (AI 186) for their mother, who is flying internationally for the first time. The direct route was a thoughtful choice to ensure a smooth and stress-free experience.
Without any prior consent, Air India altered the itinerary and rerouted the passenger through Kolkata, adding a layover that makes the journey significantly more difficult. When the concerned customer reached out to Air India, they were dismissed with generic copy-paste responses and were told to contact the travel agency. The travel agency, on the other hand, refused to offer help or refund the ticket, despite the change being made solely by the airline.
After much back and forth, Air India eventually confirmed that a full refund could be issued without penalties, but only through the travel agency that collected payment in cash. With the agency refusing to cooperate and Air India offering nothing but vague promises of post-journey “compensation,” the customer remains trapped in a deadlock.
What’s worse is that all requests for even minor gestures like extra baggage allowance were ignored or deflected.
The airline’s refusal to take ownership of its own schedule change and its reliance on robotic customer service responses paint a picture of a company completely disconnected from passenger needs.
Air India’s treatment in this case shows how legacy carriers can still fail the most basic standard of customer care: listening, responding sincerely, and taking responsibility. When a company leaves travelers helpless after disrupting their plans, it deserves criticism.
