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AIR INDIA customer review :  27 March 2011 by N Reddy   (USA)

Chicago to Hyderabad via Delhi - per the itinerary we were not required to change plans in Delhi. But that never happened both ways. The crew didn't have any idea about going further to Hyderabad and asked all the passengers to get off the flight in Delhi and clear immigration and customs. The airport crew in Delhi good, but Air India crew was completely lost and didn't care. Cabin staff rude and impolite. They all disappear after take off and only appear once in 3-4 hours. Equipment on the flight doesn't work and as mentioned the crew is never there to help or provide any assistance. The food and the entertainment is very limited and are the same choices on both ways. Ran out of wine, beer and juices. Before flying I thought the reviews cannot be that bad about this particular airline, but it is worse in reality.

AIR INDIA customer review :  14 March 2011 by A Newton   (UK)

LHR-DEL-BKK, first leg B777-300ER, food great, crew attentive. 2nd leg on A321 still good, food great and crew excellent. BKK-BOM got about 40 minutes from BOM and diverted to Ahmedabad, due to heavy traffic at BOM and not enough fuel to hold for the hour. When finally arrived at BOM, they held the LHR flight for about 20 of us who were connecting, albeit a bit manic at BOM, finally made it.

AIR INDIA customer review :  4 March 2011 by Sunil Patel   (USA)

EWR-BOM-AMD return. The aircraft are new but not cleaned as they should be. Flight crew polite and attentive. Inflight entertainment system has only few movies English/Hindi. Food okay.

AIR INDIA customer review :  13 February 2011 by Arindam Panda   (India)

Delhi to Lucknow - senior female flight attendant was rude and had no clue about what customer service. No doubt Air India is losing its market share (3rd right now). Don't expect them to be courteous. Not sure such feedback will have any effect on the worst service Air India gives.

AIR INDIA customer review :  23 January 2011 by A Armstrong   (UK)

LHR to BKK via Delhi and return. Original booking to fly Dec 25 but 3 weeks before departure had no connecting flight so flight changed to Dec 24 (6 in our party). LHR-DEL poor service, IFE not working in most seats, food passable. Found FA's to be brusque to the point of being rude. Transfer security body search for all despite being only transfer passengers. DEL-BKK the Plane was filthy, toilets inoperative (First class cabin toilets only working) food was terrible, IFEagain inoperative in most seats. Return journey duplicated. I would not choose to fly Air India again, my worst experience so far.

AIR INDIA customer review :  14 January 2011 by Y Fall   (France)

LHR-DEL-KTM-DEL-LHR. LHR-DEL on a new 777-300ER. Great AVOD, food very nice and plenty of drinks, FAs professional and flight was on time. Connecting in DEL a bit chaotic, this was during the last days of Terminal 2. DEL-KTM nice too. IFE as well (even though it was a 1h30 flight on an A319) and nice hot curry with a large choice of drinks. Return leg was better as the connection took place in Terminal 3 which is much newer and efficient than the old terminal. I would definitely fly Air India again, great prices and inflight service.

AIR INDIA customer review :  11 January 2011 by C Rowan   (UK)

LHR-DEL-BKK-DEL-LHR. LHR-DEL was ok but cabin crew need educating on customer service, IFE was a non-starter due to the system continually crashing and food was terrible. DEL-BKK was a disaster from the start, we all had to check in again for boarding passes for our connecting flight to BKK - not funny when 150+ passengers are being served by only one individual taking up to 10mins per passenger, this took 2.15 hrs to process for all waiting passengers. On the aircraft we were told there will be an hour delay due to air traffic control, 2 hrs later still left on the tarmac, eventually after 2.5 hrs we took off - while waiting there was no offer of water, air conditioning was not working. Once airborne asked for a Thai arrival card but only to be told, quite we don't have any. Experience on my return leg was a mirror image of my outbound flight. I can only advise not to use them regardless of how cheap they may appear.

AIR INDIA customer review :  5 January 2011 by A Konakalla   (Canada)

Toronto to Hyderabad via New Delhi and the experience of flight between Toronto and New Delhi is OKAY, everything fell apart afterwards. It was total chaos when I tried to get into my transit flight to Hyderabad since it was cancelled. Nobody in Air India staff has any clue on how to handle this situation as if this happened first time. During my return the Delhi Toronto leg of my flight has been cancelled and Air India managed to put us through Delhi - New York but the ticket information they have provided for New York to Toronto is a total farce. The connection flight they mentioned in FIM (Flight Interruption Manifest) doesn't even exist. So after 3 hrs wrangling in JFK airport I managed a ticket to Toronto but not without wasting 8hrs in total at JFK airport, New York. I will never fly Air-India again.

AIR INDIA customer review :  25 December 2010 by S Nellore   (USA)

Business class Chicago-Hyderabad. The business class lounge in Chicago is pathetic, located in a remote corner of the airport and not been updated in decades. The boarding process in Chicago was chaotic. No priority boarding for business class. Inflight, they served a snack about an hour after take off, around 4:30PM. There was no activity for further dinner, so I asked the attendant and he said that it will not be served for another 3 hours. Although they said that there is no flight change in Delhi, we were asked to deplane and walk through very long corridor to get to a "one lane" security gate. They made us clear the security again and were asked to go back to the same gate. In the process the flight was delayed by an hour. On the way back, the business class lounge in Hyderabad was good. Flight was delayed by an hour and there was no announcement. Flight to Delhi smooth and they pulled the same routine on us again, going through one lane security gate. There were several flights at the same time and the lanes were mile long, with crying babies and the whole nine yards. Again, no priority for business class passengers! Delhi's new airport (IGI) was opened in a rush. It is incomplete and inefficient. There is no business class lounge in IGI airport for Air India. They directed us to a Sports Bar and told us that it is the lounge. Flight out of IGI was more than 3 hours late taking off and there was no announcement nor an apology. Once again, no priority boarding for business class. The food on the plane was marginal and finally, I barely made my connection out of Chicago. Although the fares are cheaper than other airlines, so is the service, treatment and punctuality.

AIR INDIA customer review :  25 December 2010 by A Khan   (France)

Paris to New Delhi, the worst experience ever. At first the flight got delayed by 15 hours due to weather. There was no help from Air India at Paris airport. There were no alternate arrangements made for the passengers and all passengers who were on a break journey had to sleep on the floor in the CDG Airport. Finally got home but without the baggage. Report was made contact no's were given, now on which no one responds. Take my advice spend more but don't take Air India.

AIR INDIA customer review :  21 December 2010 by Vivek Chivukula   (USA)

EWR-DEL-BLR. The business class lounge in Newark is nice, but terrible in Indian Airports. Air India is that the business class is often not fully booked, so you get more personal space. The seats on B777-200ER were fine. The plane isn't as clean as other airlines, but tickets are cheap. Food is good if you like Indian food. The in-flight entertainment works, which is almost miraculous. However, the transfer service between the international and domestic terminal is inexcusable.

AIR INDIA customer review :  16 November 2010 by K Sandhu   (UK)

LHR-DEL-LHR. Easy check in at both airports. B777 is the newest addition to Air India but it seems the plane was already past its sell by date. The inflight entertainment system was a complete joke. You'll be lucky if yours works. I tried 3 different seats and none worked. Most others kept on crashing - choice of films is minimal. The cuisine was the worst I have ever had on an airline. Cabin crew need to be re trained as they all seem disinterested in what they are doing. Call bells not answered so its best just to go to the galley. The pre flight safety demo was a mess. One crew member was pointing out emergency exits as the other was putting on life jacket.

AIR INDIA customer review :  9 November 2010 by Peter Knowles   (UK)

I recently travelled Air India from London to Kathmandu and transited in Delhi. The flight and service from London was fine. I had read a lot about the new Terminal 3 at Delhi and on arrival was duly impressed – until we hit the Transit Desk. We had been issued with boarding cards for the Kathmandu flight in London and our baggage had been booked all the way through so in theory it should be straightforward – a quick security check and then through to the gate. However Air India who took our boarding passes off us, made us all complete some hand written forms, and after over an hour of standing in lines, then re-issued us with identical boarding passes. We didn’t have time to sample any of the wonderful facilities in the new terminal as we spent all our time standing in queues - other Indian airlines seem to be able to process their transit passengers in a few minutes. We flew back from Kathmandu on the first day of the Dewali Festival – in hindsight a big mistake. The flight was delayed by three hours however we were told that the London flight was also delayed so we should be able to make it. There were 40 or so passengers in transit from Kathmandu to London and we duly headed for the Transit Desk in high hopes. There appeared to be no-one at the Transit Desk who knew anything and then finally with difficulty we discovered from the staff of other airlines that there was no prospect of us getting boarding passes because Air India simply had no staff on duty on the transit desk. Our London flight left after two hours and finally a dejected Air India staff member turned up. Some four hours later we finally received our boarding passes for a flight the following morning. Security Staff were patient and did their best to try to calm these justifiably angry international customers.

AIR INDIA customer review :  6 November 2010 by D Young   (UK)

Going out to Kathmandu via Delhi there was one man on the transfer desk for 200 passengers, his computer kept crashing and it took a suggestion of a passenger to move to another computer before there was an adequate service. Total time in queue 90 mins. The return journey began at Kathmandu with a delay time of 3hrs with no explanation, on arrival at Delhi AI knew they had 200+ passengers to transfer in double quick time and they had the same man by himself on the transfer desk with the same slow computer taking 15 mins to process one passenger. There was lots of angry passengers who had missed connections but officials were totally oblivious to the complaints. Then everything came to a halt as the man processing the transfers took himself off on-walk about. Eventually got boarding pass after 3hrs for a flight that was due to leave at 14.55 but took off at 19.00. To cap it all on reaching the gate there was only a handful of passengers as they had boarded the rest and it took over an hour and lots of phone calls to get a bus out to the plane. Then the terminal doors failed so more time was lost as officials tried to open them. We joined the rest of the passengers who had been waiting for 90mins aboard then sat for a further 30mis without explanation. On the insistence of a passenger the Captain announced he had been trying to get an explanation for the delay but failed. During the 90 min waiting on board staff had served one meal so it was very late before we managed to get food. Tried to locate cabin crew for water but they had all vanished!

AIR INDIA customer review :  23 September 2010 by S Singh   (India)

I travelled with my wife and 7 year old child from Amritsar to Sharjah. I chose the flight because of its convenient timings but not a cheaper option. The check in staff were young but untrained and not helpful. They allocated different seats to a family of three with a young child of 7. When I made a request to change the seats as we are travelling as a family, they simply said they cannot do anything as they allocated all the window seats to passengers before us. On boarding the plane we found flight was half full and there were still few 3 seats together vacant. The cabin crew sorted out our problem and let us sit together. The plane was not cleaned properly. Newspapers from the previous flight still lying there. Found the seats cramped and uncomfortable. FA’s performed their duties and were answering the calls. Our request for child meal was not met. Drink service on this route but without soda and ice. Meal tasty but food portions very small showing the signs of cost cutting. No Entertainment on this 3 hour flight. The only good thing about this flight is that it departed and arrived on time.

AIR INDIA customer review :  18 September 2010 by S Markoff   (Serbia)

DEL-HKG on B777-200LR. The aircraft was half empty, boarding on the tarmac. The economy class features the 3-5-3 configuration which is over-packed. Seats are small and uncomfortable. Food was minimal, no breakfast served for the morning arrival to Hong Kong. IFE working very poorly. The plane is almost new but visibly the maintenance is underfunded. First time with Air India and great disappointment in its inconsistency in providing decent services.

AIR INDIA customer review :  8 September 2010 by A McClure   (UK)

LHR-YYZ a mixed bag. The product is pretty good, lots of leg room although a hard seat. The IFE with AVOD is good although English choices are limited. Food nothing special - in fact compared to what others had said it was disappointing, and it's no better than BA or AC on this route. The let down with AI is the crew and service they were at best surly - but that's only when you saw them, as they spent most of the flight in the galley reading newspapers. They closed the bar 3 hrs before arriving in YYZ and everything was an inconvenience.

AIR INDIA customer review :  23 August 2010 by A Narayanan   (India)

MAA-DEL, got upgraded to the Executive Class on new A321. Food was fresh and tasty, FA's were friendly. Baggage 10 Mins post landing. One sour note however was the IFE which had 6 Video channels and 6 Audio Channels, none of the programing was good and choice of Entertainment left a lot to be desired.

AIR INDIA customer review :  18 August 2010 by O Schmidt   (Germany)

Two 2-hour-flights, 1 domestic, one international. Transfer bus from gate to flight seemed to be manufactured at the time of Indian Empire. Cabin crew seemed unable to smile. My armrest disintegrated when another passenger passed by and got caught by a wire hanging out and ripping his suit. Cabin crew fixed it temporarily - wire still hanging out in the same position. Food good, but no beverages available.

AIR INDIA customer review :  12 August 2010 by Mark Kiwama   (Canada)

Toronto - London Heathrow. I took this particular flight because it was the best price for economy class on this route. Check in and excellent, and flight attendants were all competent and kind. B777-300ER was clean although I found the personal entertainment device-remote control placement dug into my hip and effectively narrowed the seat width (I am not overweight). I thought the food was very good - I am not Indian but I found the food was far more flavourful than the usual bland fare on transatlantic flights. My greatest complaint, and why I am reluctant to take Air India again, is the atrocious web interface and on-line customer support. On both outward and return flights, I was unable to pre-select seats, check in, nor print my boarding passes. I had to call the telephone customer support and select my seats. I discovered the call centre has the wrong seat map for this aircraft, leading to the assignment of the wrong seats, which then had to be corrected at the check-in counter. Imagine pre-selecting an aisle in the bulkhead row, getting to the airport and discovering that the seat is actually a middle seat one row back from the bulkhead? On my return from Heathrow, I called both the London and Delhi call centres and discovered that these agents all had the wrong seat maps! I had to get to the airport, endure the usual long lines to get a satisfactory seat. If it is price alone, you can't beat this set up but if you want some peace of mind and trustworthiness from your carrier, then you'd be better off choosing another airline.

AIR INDIA customer review :  5 August 2010 by Ajay Puri   (Singapore)

SIN-DEL Business with a pretty new A319. Business class cabin with just 8 seats, but the domestic style seating with limited legroom and almost no recline is not comfortable for a 5.5 hour flight. Pretty basic breakfast provided, and that's it. Service functional, but the crew certainly aren't brimming with enthusiasm. I like the timings - leaving SIN at 09.15 and arriving in Delhi just past noon, and the fare is less than half of what SQ charges. You get what you pay for, I suppose, but AI could improve the product with minimal effort if they ever get their act together.

AIR INDIA customer review :  21 July 2010 by P Wooster   (UK)

ORD-FRA. Checkin fast and efficient. Lounge is basic but fine. B777 clean, lie-flat business class seat with privacy screens. Crew attentive and friendly. Air India need to introduce amenity kits, at least eyeshades & a toothbrush/paste. Inflight entertainment is great, screen size, options, live camera etc however the same "new" films in both directions is a limited offer.

AIR INDIA customer review :  30 June 2010 by Ameya Chitre   (USA)

ORD-FRA-AMD return. Check in / boarding disorganised both Chicago and Ahmedabad. B777 with clean interior, thin cushioned seats. Food good. Inflight entertainment was limited - I got the same set of programs (even though my journeys were a month apart) on 3 legs and most screens on FRA-AMD leg were not working. The staff was efficient though I think somebody warned the crew ORD-FRA against smiling.

AIR INDIA customer review :  29 June 2010 by S Kumar   (UK)

LHR-DEL-MAA-DEL-LHR Economy. LHR-DEL-LHR were B777, a very old fleet, but the leg room is more generous compared to many airlines - might just be because of thin cushioning of the seats. Flight attendants are courteous and quick to respond. Inflight entertainment is not good. I would recommend carrying your own video / game player to keep yourself busy. DEL-MAA, MAA-DEL A320, seats a bit cramped but manageable. Friendly flight attendants.

AIR INDIA customer review :  10 June 2010 by A Carpenter   (UK)

BOM-JGA, AMD-DEL. BOM-JGA delayed due to congestion at Bombay and an unruly passenger who was handled professionally and calmly by the cabin crew. Cockpit PAs by captain were detailed and clear. Simple tasty Indian snack served on this short flight. Clean and new A321, comfy economy seats. AMD-DEL on A319, full flight, a more substantial Indian meal served and good AVOD. Cabin crew courteous and available. Quick, easy check-in and good security at Indian airports and luggage delivered on-time on both flights.

AIR INDIA customer review :  6 June 2010 by Sunita Dash   (India)

Kolkata to Washington due to publicity by Air India. Just a few days before departure informed by my travel agent the flight terminates at JFK - no connecting flights provided. Finally managed this after lot of struggle, in code sharing Delta. Return was confirmed Washington to Kolkata. Just 3 days before departure checked to confirm the tickets and shocked to find ticket valid from NY only - again no connection and no other information provided. My advice to avoid this carrier.

AIR INDIA customer review :  25 May 2010 by A Johnstone   (Hong Kong)

HKG-LHR via BOM. Sector to BOM via DEL on ancient A310. Only 3 pax in C class ensured attentive service. The fun started at Mumbai - after a long taxi we parked at a remote stand by a cargo shed. An old set of stairs was brought alongside which were too high and despite many efforts could not be lowered. At one point we counted eleven people on the ground looking at the stairs and scratching their heads. It took an hour to deplane - fortunately my London flight was delayed by 90 mins. 30 mins to get through security despite there being only eight people in front of me. London sector on a new 777 with flat bed seats ensured a good rest which after the stress of transiting Mumbai was needed! Good value for money but I'm not sure I'd go through Mumbai again.

AIR INDIA customer review :  10 May 2010 by J Ghatak   (India)

Delhi to London, seats 19K/J. Remote controle for video/audio/reading lights/call light for cabin attendants were not functioning in many of the seats. Attendants were repeatedly told when they came to serve refreshments etc, but showed inability to help. 8.5 hrs of flight without entertainment or even reading books reflects poorly on our national carrier. Wonder what we can expect on our return.

AIR INDIA customer review :  7 May 2010 by M Travers   (USA)

BOM-JFK. Check in fast, but boarding a tedious shuffle with people jostling for position and economy passengers attempting to board early. Maharaja lounge at BOM is comically outdated. I recommend avoiding it altogether as the actual terminal after the security check is fairly nice. Flew in the B777-200LR, seats are relatively comfortable with 180 degree recline and plenty of leg room. Food and drink fine. I was awakened during the flight by an attendant to be asked if I want lunch - not what I needed. Myself and others experienced a condensation drip from the overhead compartments onto our seats periodically during the flight. The crew stuffed tissues to resolve the problem and seemed to have anticipated the complaint. No offer to move to another seat. Not flying Air India again if I can help it.

AIR INDIA customer review :  27 April 2010 by Heiko Jockers   (Germany)

FRA-BOM Business Class on 777-300ER. Flight came from Chicago ORD and was only 30% full in C- Class and 50% in Economy. Seats good, flat type, very large screens. Service mediocre, food more like economy, no amenity kit, wash rooms lacked colognes and other amenities, but clean. Interior of plane showing signs of wear and tear, but everything worked. Transit to domestic BLR destination a breeze in same terminal. Domestic flight with AI was new A319 and nice C- Class seats. Hordes of mosquitoes were a nuisance before doors were closed. BLR up to date, best airport facility to date in India. Economy seats in the 777 looked a bit tight, but modern IFE system to compensate. Movie selection limited and some outdated.