Air India

Not Verified | Never travel with Air India again. Firstly they cancelled the flight a day before and never even bothered to inform us. As we had already checked in they took our boarding pass and gave as a new one which stated a night flight. After such long wait and discussion back then they shifted us on the next day morning flight. Later when we were there they emphasised on RTPCR even after having double vaccination certificate and rude staff was so keen on making our experience worst stating don't keep the bag like this keep like that, as if we were the porters for her.

Not Verified | Booking a ticket online is such a pain. I tried booking online from Australia and everytime the payment failed. Then I tried booking via the tickets via their 24 hrs helpline and I had to call their call center multiple times for a total duration of 5 hrs before I could finally book the tickets. For every call, the Call center agent verifies the details again and then transfers the call to the ticketing team for booking, cancellations, rescheduling and refunds. But then the call gets disconnected invariably after 30 mins. I faced this same issue when I tried to reschedule my return domestic flight as my original flight was cancelled. Why can we not access the direct line to the ticketing team when are actually choosing that option while calling the call center? I think this is the biggest pain, please fix this. I will not prefer to travel with Air India unless I am in a pinch. Online booking and Call center delays are the biggest two issues which will keep the customer away, so please fix this.

Not Verified | San Francisco to Delhi. Everything went pretty smoothly from check in to boarding. However, the flight wasn’t the best. The IFEs barely worked, so we didn’t have entertainment for nearly 5-6 hours until they fixed it. The seats were also very uncomfortable, so I barely got any sleep. The cabin crew was friendly, and the meals were nice. I would say to not fly Air India for international travel.

Not Verified | Please do not use Air India unless it's an absolute emergency 80% 9f their inflight entertainment systems don't work, this is for an international flight of 15 hours. Baggage check in take 2 hours at a minimum. There was incorrect communication on baggage transfers and people lost their bags. Absolute horrendous experience.

Not Verified | Ease of booking: No problem except the Travel Agent could not insert your frequent flyer number (if outside of Air India) during ticket booking. Had to do so at the time of check in to ensure that the United frequent flyer was printed on the Boarding Pass. Air India should ensure that any Star Alliance number can be inserted into the booking. Check-In Almost trouble free - the staff at Toronto was diligent in verifying vaccination status and RT-PCR test results. Staff must be trained to insert the Frequent Flyer number from other star alliance airlines. Boarding delay and nothing but chaos! There was no separate queue for business class. The counter was surrounded by passengers and the boarding was not started at the scheduled time. Smooth flight, great Boeing 777 and great meals! However, after the first 2 hours, the toilets were not looked after and supplies were not re-stocked. Extraordinary courtesy by cabin crew, very helpful to the families with kids and senior citizens. Air India Lounge at Delhi airport with very little supplies and hardly any variety of food. Cramped space during the pandemic. I flew from Delhi to Mumbai after the 14 hour flight from Toronto to Delhi. It was another chaotic boarding with 1 person at the boarding point and a lot of interference by Air India non-flying crew members as they tried to get best seats for themselves and their family members having passes. My own business class seat was changed in favor of a Captain's daughter flying on the flight. Air India can do much better by not disturbing or bumping around paying passengers in favor of non-paying ones. Delhi Airport Crowd management can be improved a lot, especially during these pandemic times.

Not Verified | The flight was supposed to take off by 11.50am, however even at 3.45pm (almost 4hrs now) there is absolutely no clue what is going on, still awaiting any announcements about when we would take off. To make it worse even the crew or pilot cant make any meaningful announcements to let people know of the condition, absolutely radio silence except for all kids screaming and people impatiently walking about. Did I mention broken display, so no entertainment either.

✅ Trip Verified | Worst customer service experience ever. Called 8 times and spoke to 8 different customer service representatives about refund my ticket. Some times representative would cut my call. This didn't happen once or twice but four times!. Horrible airline with horrible customer service and not worth the money at all.

Not Verified | Worst customer service experience ever. Called 4 times and spoke to 7 different customer service representatives about changing my ticket but as soon as I confirmed the change and was about to pay the representative would cut my call. This didn't happen once or twice but four times in one day! I told the latter representatives that I urgently needed to change my ticket and could not keep calling back and being transferred but they kept doing the same thing. Due to this the ticket availability went from 9th December to 1st January 2022 and when I finally was able to book the 1st of Jan the representative cut my call again. Horrible airlines with horrible customer service and not worth the money at all.

✅ Trip Verified | I was impressed with the legspace even on this small aircraft. Though Air India usually offers snacks on even short flights but due to covid it was not available on this flight. Water bottles were served to all passengers. Flight was on time and landed a few minutes before arrival time. Overall a good experience on this short sector and thankful to air India for being the only airline to be operating on this route and that too at a reasonable price.

✅ Trip Verified | I flew Air India on a single-leg domestic flight of less than an hour. Unfortunately Air India lost my luggage on this flight. While I understand that accidents like these happen on any airline, Air India's customer support has been absolutely pathetic ever since. Calls to generic customer support lines that can be found online either don't work or connect to someone who cannot help after waiting for long periods. The specific phone numbers I received to the team handling my case at Goa airport do not answer to my calls or messages (even confirmed that they do answer when called from a different number, so I strongly suspect them of ignoring my specific phone number). At this point it has been almost two weeks since losing my bag, and a week since I last managed to get through to Air India (despite daily attempts to do so). In short this experience with customer service is extremely frustrating, and having to deal with them has made my trip much worse than it had to be without luggage. Apart from not having much confidence in Air India trying to return my luggage to me, my attempts to get compensated for (1) additional expenses made for new clothing and toiletries and (2) for the value of the bag if not found after 21 days has been frustrating as well. I was instructed at the airport to send my receipts to an email address specific to the Goa team, after which my case would get updated with them and I'd retrieve the compensation by picking it up in cash at any global Air India office. Unsurprisingly I have not heard back on this email address after a week, and even if the compensation would have been honored in my case the idea of having to physically go to an office after I leave India is bonkers. In my many desperate attempts to get any sign of life on my case from Air India the only place where they have been sort of responsive is through Twitter, but even they do not seem to be able to get an update from the luggage team actually handling my case. Concluding, I would advise everyone to avoid Air India at all cost as any circumstance in which you'd have to deal with their customer support will be extremely frustrating. While I would expect non-budget national carriers and Star Alliance members offer some basic level of service, this is not at all the case for Air India.