| Newark to Mumbai. This 16 odd flight was really as bad as it can be. (1) There were no blankets supplied in most of the economy. When asked the flight attended simply said “We are sorry we ran out. When the ground crew said they only had used blankets from prior flight we refused for your safety”. (2) the in-flight entertainment system was broken and attendants simply said: “sir this is an old aircraft so many are broken - too bad”. Many “low class” customers travel in the Middle East / India sector and don’t know how to use the system and end up breaking it”. (3) food. I traveled by Air India many times and their saving grace was always good food. But this time I noticed it was super frugal (just an entree and small piece of bread ). To understand all this I struck up a conversation with one of the attendants and learned some stunning truths. He said “ sir everyone in Air India is aware of the poor quality of aircraft, non-working in-flight entertainment systems etc. but don’t seem to care. In fact, we file a detailed report after each flight, citing customer grievances, key issues etc, but nobody that can impact the situation cares. Net, it is a leadership problem. There are no customer service metrics attached to senior operational leaders’ performance evaluations and hence the outcome, As long as India government subsidies with plum jobs, customers like me can refrain from using Air India but that will not matter at all as economic forces are not at play here, For those wondering, the fare between United Airlines and Air India for this same route was almost equal (United was actually $100 cheaper and Air China was 50% lower), so Air India does not have the proverbial price advantage. I also learnt 2 new aircraft were acquired for traveling public but later converted to Air Force One for political leaders. The older aircraft if used for fare paying public. The business model is unsustainable. In new India, will someone take notice?