Air India

✅ Trip Verified | Never take this cheep flight from SFO. This flight is always delayed and you will miss the transit and end up staying longer. I stayed 2 hours inside seated. Customer service is very rude. They will not work with you to change the transit flight.

Not Verified | I recently decided to travel with Air India to India and I must say I am severely disappointed and definitely will NOT be booking again with Air India. I flew on the 23rd of Nov 2022 from Heathrow to Delhi and then Delhi to Ahmedabad. My flight to Heathrow to Delhi was disappointing. I paid extra to sit at the front of the plane by the window only to find out that the entertainment system was not working. I told the flight attendant twice. She then said she will reset the system. Although that didn’t work so I told her again and she said there is a spare seat at the back of the plane where I can sit. How can I get up and leave my seat when I’m blocked in by a sleeping elderly couple. Why did I pay extra money for a specific seat when air India can’t even check that they flights are adequately maintained. Secondly, hygiene on these flights is horrendous I opened the pocket up to place a bottle of water there and there was still used tissues! There were sticky stains on the side which I wiped off with a baby wipe. I would like to think that airlines would be more regimented in ensuring there planes are cleaned to a certain standard especially after the pandemic we have been through. Funnily enough whilst waiting for my bags to be collected a gentlemen who also flew from London but first class on the first flight was equally as appalled with hygiene and service and stated that he may as well have sat in economy. Now I have just returned from India to Heathrow with my mother again via Air India and what a disappointment again. Flew on 13/11 from Ahmedabad. Our whole row had no entertainment system working despairing multiple reboots. No alternative seating was offered so being stuck on a plane staring at a welcome screen for 9.45 hours . I think you can now understand when I say although my fare covers my travel there is also a level of customer service expected which is just dire. The planes are outdated and customers are just expected to deal with things that are not there fault. Now for the next piece of resistancé. My younger sister is due to fly tomorrow I also funnily enough booked her flight over 2 months ago with Air India. We were completing her online check in only to find out that she had been changed onto to a different flight. Original travel was LHR TO BOM AND THEN BOM TO INDORE with a 4 hour lay over. We had the option to pay a cheaper price but with a 17 hour layover. But opted to pay extra to avoid waiting. So anyways we are checking her in online and her flights completely changed from a 4 hour layover to 11 hours. No emails received about this change. We received multiple about her return being changed. I call up the customer service desk and speak to a guy call Soham. Who was so confusing. I would like to suggest providing more training on effective communication and level of English to your call centre staff. Soham informed me that the original flight had been cancelled. WHY WAS THIS NOT MADE CLEAR IN WRITING. after a good 25 minutes Soham clarified that only option is LHR TO DEL and wait for 11 hours and then DEL to INDORE. Why is it not being made clear to your customers about upcoming flight changes. If my sister wanted to wait 11 hours at an airport she would have paid less money. This specific fare was paid so that we can avoid waiting. In conclusion I’m sure you can understand my level of frustration of several occasions.

✅ Trip Verified | Excellent experience on board. Aircraft seating was very comfortable and staff was friendly and efficient. Special mention of Ms. Sohoni and Ms. Mishra.

✅ Trip Verified | Was supposed to fly Air India from Mumbai to Melbourne via Delhi with a 2 hour layover yesterday morning. Flight from Mumbai to Delhi was first delayed 3 hours after take off time causing several passengers to miss the connection. Then we were made to leave the gates, collect our baggage and sit around at the airport until they figured out what they wanted to do, giving us no information and no compensation. Finally, about 6-7 hours of no communication later we were told that our flight would leave the next day, and we would have to find our own accommodation in Mumbai. Not only were they completely unapologetic about the situation resulting in a 2 day delay in our travel plan and a crazy 15 hour layover in Delhi, they expected us to find a place to stay overnight on our own and told us they would put us in business class for the trip but put us in economy and asked us to leave. Tried calling the call centre to clear it up and they hung up on me mid sentence, tried to speak to someone online but the bloody website doesn't work. This has essentially ruined what was a pretty good trip up to this point. Never again.

✅ Trip Verified | Air India is disgusting. They removed us from the flight and gave our seats to other people without our consent. They then think they are doing us a favour by booking us in a hotel and on the next flight which is a whole 24 hours later. The hotel is a dump. It's disgusting just like Air India service as a whole. I had a doctors appointment and operation booked and because of them I am stuck in Delhi. I could have made it on the Indigo flight but they refused to book for me. The staff was so rude to us saying take it or leave it. This airline needs to be held responsible for how unprofessional they are.

✅ Trip Verified | This early morning flight was taken at a reasonable rate and as it was almost full economy, I had submitted my baggage and rushed to the gate to get my flight as most airports in India and indeed the world have huge lines of people nowadays. The crew were welcoming and the flight got delayed due to the traffic conditions in Mumbai. One point to note here is that Air India does not provide full meal services on flights that are less than 2 hours. So what we had on this segment was just a vegetarian sandwich which was fine. However the real issue started when it was observed that my baggage was not present upon arrival. After inquiring about the same I was informed that the baggage would be coming as part of the evening flight but there as another morning flight which was present so was not sure why the baggage was unable to get delivered there on that flight. The staff there helped me to file a property irregularity report which helped me locate the bag and also get it delivered to my address in 24 hours without any damage. The last 2 times I traveled on Air India they were not positive experiences. The first one was when I had got a boarding pass for a flight I was unable to travel on as it was overbooked and this time the issue with the baggage. There was another passenger who was in the same situation regarding the lost baggage. This does not reflect well on the new owners. Hope that they can sort these things out on the ground because on the flight the crew were great and we all know about the plans to refurbish the cabins. But these sorts of incidents they really need to get a grip on because this could have the potential to put off passengers. I have already had 2 negative experiences travelling on the airline within the space of 2 months.

✅ Trip Verified | This is our national carrier and unfortunately one of the worst and most unprofessional airlines. You’d never come across a staff smiling (ground or air), the crew are aging and consider themselves irreplaceable being in the Govt owned airline. Even now, when it has been taken over, check in was chaotic and unorganised, seats were wobbly, seat covers were like you’d avoid even touching, infotainment screen was broken, schedule was not followed. Sadly, I will pay 50% extra to a different airline but never fly on Air India unless there are no other options available. Pathetic service and they do not deserve any sympathy.

✅ Trip Verified | Excellent food on the Hyderabad to London leg but food on the return leg was just ordinary. Excellent cabin crew. Special mention needs to be made of Ms Padma who was so caring and helpful on both legs of the journey. The entertainment system was not working on either legs. Punctuality was excellent. Toilets were well maintained and the pilots were superb. It was a smooth take off and landing on both legs. I could sleep on both legs comfortably.

✅ Trip Verified | Food quality poor. Tv screen not working. When requested to the Purser for looking into this, it was a very casual answer. They rebooted but never worked. The answer was cannot do anything. But is it not airline responsibility to ensure all facilities are working. Airplane old, with dirty seats and covers.

✅ Trip Verified |  My bag did not come off the plane. There was no reason given. There has been no updates. There has been no feedback. I am on Day 2 without a bag in a foreign country. They haven't provided any compensation for me not having my medication or clothing. They had time for me to sign an indemnity but they couldn't care less what is happening to me without my bags. Most disgusting service and worst airline ever.