✅ Verified Review
| Goa to London via Mumbai. We flew air India on the 12/13th February 2017 initially from Goa to Mumbai. The flight was delayed to Mumbai by 30 minutes, then we were told the flight would be 1 hour delayed, in the end the flight was delayed by over 3 hours resulting in our connecting flight on Jet Airways being missed back to the UK. The whole experience was handled very poorly by the ground staff at Goa, there were no announcements regarding the reason why or any updates. After 2 hours, more passengers started to arrive for the later flight so it was obvious that the two flights were being combined. On arrival and at check in, we were handed boarding passes with a capital D printed on the boarding pass, indicating delayed but the new arrivals were issued regular boarding passes. As it turned out, we departed Goa at 01.30 on the 12th February, we knew by this stage that the connecting flight was not possible. On our arrival at Mumbai we were left to our own devices with Air India totally washing their hands of our situation. The ground staff were aggressive, dismissive, rude and generally not getting involved. At one point we were sent to the customer information desk in the airport, it was not an Air India information desk, just a general desk for airport services. Jet Airways would have nothing to do with us either, blaming the other airline, (this will be another review). We ended up buying 2 new tickets on Air India to Birmingham via Delhi, (it was the only flight out that morning,) would you believe it but this flight was delayed by 2.5hrs so we missed our connecting flight once again. We were offered the next flight out to London Heathrow, we had boarding passes issued, collected our luggage, checked in again and rushed to the departure gate, managed to get on the plane and would you believe: we were delayed by another 2 hours. It appears this is a very common everyday issue for this airline. On my return to the UK, I was informed by other travellers that the exact same delay occurred on the Friday night. The flight was not the best, an old Boeing 777, dirty interior, absolutely filthy toilets that smelled terrible. The inflight entertainment system on our seats stopped working after 40 minutes, this happened on 2 occasions so we were not able to watch anything in full, not even the shorter programs. My only praise for this whole experience were the cabin crew on this leg from Delhi to Heathrow, they were jolly, chatty and polite. Since my return, I have tried to contact Air India numerous times for a delayed flight certificate, but with no reply. I'm not sure if they have any customer support in the UK but if they do, they dont want to be found. I was told to travel to Heathrow to Air India ticket office to collect the certificate. 500 miles round trip from my home, I dont think that will happen. So my overall view of Air India is not a good one, I personally would not fly them again unless there were no other carrier's flying to that particular airport. One piece of advice, if your flying to join another flight in Mumbai please give yourself ample time at least 6 hours if not more just in case of delays.