Air India

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 1305 reviews
4/10
3 star Skytrax Rating
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2/10

"It was the worst experience"

(United States)

Not Verified | Overall the customer service is extremely poor. Dirty plane, seats are dirty. Baggage check-in person was extremely rude. My bag did not arrive when I arrived. The phone# and email that I received from the baggage claim form is useless. Air India do not value their customers. No one will follow up regarding missing bags. After 50 phone calls and numerous emails with no response, we ended up going back at the airport three times, finally we had some luck with meeting with supervisor. After one long week, we received the bag. No compensation was provided for the troubles that we went through. It was the worst experience from our last travel. Every encounter we had, not one person made us feel that they cared. I am very disappointed with my travel experience.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDelhi to Chicago
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"this was the worst experience"

(United Kingdom)

Trip Verified | I travelled by Air India from London Heathrow to Cochin on 19th March. This was my first experience after Tata had taken over Air India and this was the worst experience I ever had with an airline. The interior of the flight was quite old looking, passenger hand rest were broken and wrapped with insulation tape. Moreover, the seat was torn and dirty. I don’t want to mention anything about toilet cleanliness. Food quality was pathetic, quality came down drastically, not at all tasty.
AircraftBoeing 787-8
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon to Cochin
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"One of the worst experiences"

(United States)

Trip Verified | One of the worst experiences of my life in flying. The ground staff was rude and did not know how to handle edge cases. I got sick due to extreme heat and on requesting priority check-in it was provided but the experience is worst than normal check-in. The duty Manager was rude and did not handle it well even on explaining the health condition. The Inflight experience was also not good. Food was stale (Breakfast and Lunch). The flight attendants were also not courteous and did not come to attend to the passenger (me) even 2 hrs after calling. InFlight entertainment was also not working. Seems flight attendants are there for sake of being there not for service. Better go for any other Airline.
AircraftBoeing 777
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDelhi to Chicago
Date FlownApril 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"nothing seems to have changed under the new ownership"

(United Kingdom)

Trip Verified | We recently flew Business Class on London->Delhi->Bagdogra and returned Kolkata->Delhi->London. Except for on-schedule flights, nothing seems to have changed under the new ownership. No entertainment system available and even the flight attendants seemed unaware. Then the lame excuse - "our entertainment system is getting updated under new ownership". We didn't even bother to try the entertainment system on any further leg. The Priority tags on the luggage were the biggest jokes, except at Heathrow, almost everywhere, we got our luggage almost at the end. During our return, we had a 4 hours wait at Delhi Intl. terminal and there was no lounge facility available. I would have expected them to have an arrangements with other airlines or providers. I feel, it will take time for Air India to change its archaic and unprofessional model.
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteLondon to Delhi
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"did not have pillows for passengers"

(United Kingdom)

Trip Verified | The inflight entertainment was not working. They did not have pillows for passengers and you literally had to ask them for blankets as it was very cold in the aircraft. Food was not up to standard. Cabin staff were good
AircraftBoeing 787-8
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon to Rajkot via Mumbai
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Never again Air India in my life"

(Canada)

Trip Verified | As I entered the Air India aircraft (Boeing 777) there was no fresh smell but a sensation of stale air. During the 15-hour flight, none of the tv screens was working. The announcement was made over the public address system that the tv screens were faulty, for which they apologized. AC too may not have been working because the air was humid and stuffy. None of the cabin crew came around offering water or other services. Throughout the flight, people were walking up and down the aisle to fetch water. For lunch they also included the snack meant for tea, so crew can be spared the trouble of serving again at tea time. The flight was so deplorable that I cancelled my return trip to Vancouver by Air India and booked on Lufthansa instead, even though I had to lose a substantial amount of money. Never again Air India in my life.
AircraftBoeing 777
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteVancouver to Delhi
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"a totally chaotic experience"

(Canada)

Trip Verified | It was a totally chaotic experience. No web check in from Vancouver as it is not in the drop down list.I called customer service and the poor lady could not help me much. The flight is totally basic. No inflight entertainment whatsoever. The seats are broken and dirty. No reading light or call button. Thankfully I was forewarned so I had downloaded movies for kids on their computers. I had booked seats with more leg space but despite me paying extra for this I did not get the chosen seats. This was frustrating. Nor will I get repaid for the extra fare I paid as now I dont have time to run after them. The heating system was overworking and the aircraft was boiling. When I asked staff to lower the temperature they were giving weird explanations that we are flying over north pole and temperature outside is minus 60. Finally one of them told me the aircraft is old and their was a technical glitch. The thermostat was not working. The saving grace was that most of the staff was hospitable and felt embarrassed by the poor quality aircraft themselves. They commiserated with us as they were not responsible for the poor quality provided by AI. The lady next to me helped me with my frustrated tired kids. On the whole I would not recommend this flight. New management has a huge task ahead of them.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDelhi to Vancouver
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
5/10

"the food was the worst I’ve ever had"

(Canada)

Not Verified | I realize that Tatas have a huge task ahead of them to set the airline on a proper trajectory. However, my experience was not bad except the food which was the worst I’ve ever had. The staff were excellent and the overall flight was very comfortable and on time.
AircraftBoeing 777-300ER
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteToronto to Delhi
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"Absolute worst flight experience"

(United States)

Trip Verified | Absolute worst flight experience! The aircraft was so old and broken down. The seats were super uncomfortable. Most of the TVs did not work. The staff was extremely rude and did their job horribly. When I complained about the TV not working, they did nothing to help. The overhead lights and assistance buttons also did not work. When I asked for water, they told me to go to the back and get it myself. The bathrooms were disgusting. No toilet paper or hand sanitizer. Travellers were not even provided basic toiletries like toothbrushes and toothpaste even though it was a 16 hour flight. I will never be travelling on this airline again and do not recommend anyone else to either!
AircraftBoeing 777-300ER
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Francisco to Delhi
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"an alternative flight was also not arranged"

(India)

Trip Verified | Our flight was cancelled at 12.30 when all customers were waiting for boarding which is unacceptable and an alternative flight was also not arranged which is completely zero tolerance. Refund is not the solution for this as we have value for our time. An alternative should have been kept in case of technical issues.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePune to Belagaum
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no