A family travelling from Guwahati to Chennai on an Air India Express flight faced a nightmare journey. The passenger, her husband, and their six-month-old baby endured repeated service failures that turned what should have been a routine trip into a distressing ordeal.
Trouble Starts at Check-in
The problems began at the check-in counter, where staff allegedly charged the family extra for luggage. Despite travelling with an infant, the couple received little empathy or assistance. The delay at the counter forced them to rush for boarding.
Long Delay on Board
After boarding, a “technical error” caused a three-hour delay. Passengers were left unattended throughout, with no offer of water or refreshments. The family struggled to comfort their baby while waiting inside the stationary aircraft.
Stroller Misplaced, Luggage Damaged
When they finally landed in Chennai late at night, the ordeal continued. The baby’s stroller was missing, and retrieving it took another 30 minutes. To make things worse, one of their checked bags was found damaged beyond use.
No Support from Ground Staff
Attempts to file a complaint went nowhere. The couple described the ground staff as untrained and disorganised, with no one willing to take responsibility. They waited past midnight without any resolution or apology from the airline.
Poor Service and No Accountability
This experience exposes Air India’s ongoing service issues. Families travelling with infants expect care and responsiveness, but the airline’s continued lack of accountability and professionalism leaves passengers frustrated and helpless.
