Air India

✅ Trip Verified | I had a terrible customer service experience with the ground staff. They were very rude and uncooperative, lacking basic manners. It seemed like they didn’t care when I asked for the complaints procedure and policy, as no one was aware of it. After insisting, they provided a complaint book with no explanation of the procedure.

✅ Trip Verified | Worst airline even to fly business class. Had approval to carry pet but refused to board because of excess 6kg. Worst Staff behaviour. Not helping at all.

✅ Trip Verified | In March of 2024 I flew multiple international and domestic (India) flights with Air India. All flights were sold as “Business Class”. The Delhi to SFO plane was old, my seat was neither comfortable and the controls did not work. The food was pathetic and to top it off the flight attendants were not in any way attentive. Requests for food or drinks were either ignored or required two or three requests and up to a fifty minute wait time. The flight attendants were either not properly trained, over worked or simply did not care about passengers. Nothing one expects to be found in “Business Class” was apparent with Air India. In fact in my experience most domestic United States carriers premium economy far surpass anything I experienced with Air India Business Class on an international flight.

✅ Trip Verified | I recently traveled Business Class from London to Mumbai. Throughout the journey, I observed a significant disparity between the two sides of the plane. On one side, passengers were promptly served snacks, juice, and amenities kits, while the other side seemed to receive less attention. As a paying Business Class traveler, this inconsistency was quite evident and left me perplexed. Whenever I requested assistance from the flight attendants, their standard reply was, “We’ll take care of it for your side later.” Unfortunately, these assurances rarely translated into action. Whether it was headphones, desserts, or other amenities, the promised items often failed to materialize. Strongly urge the management to implement better checks and balances. Keeping track of items served to each passenger is essential. After all, we all paid for the same Business Class experience, and it’s disheartening to see such discrepancies.

✅ Trip Verified | Worst trip in a business class ever. Unable to flatten seat owing to mechanical failure and in flight entertainment was completely off the entire 17 hr flight. Wheelchair assistance was poor at both Delhi and Vancouver.

✅ Trip Verified | Delhi to Dubai, flight AI 995. It was a fabulous experience, I have been a club Vistara and Singapore Airlines traveller for many years, have been a platinum member for many years, but my experience today travelling business class from Delhi to Dubai has been fabulous. From the check in, boarding, the in flight experience, the ambience, and not to forget the courtesy of the staff has been amazing, it exceeded my expectations. Have been doing business class for a long time, never had expected air india to be this special. Definitely my next flight is Air India for sure, and many more to come for sure.

✅ Trip Verified | I recently traveled business class with my daughter and elderly mom, and my experience with Air India left much to be desired. Our luggage was lost with no support or communication from the airline. The lack of empathy and remorse in the way customers were treated is unacceptable. Seeking assistance from a supervisor resulted in extra-long wait times, only to be met with dismissive attitudes. Holding a grudge for asking for help is not the kind of service one expects. I had essential medication in my suitcase, and despite carrying only a 2-day supply in my hand luggage, the lost baggage left me in a dire situation. It's now day 3, and there's still no news on the baggage. Additionally, there's been no communication regarding a claim or compensation for the inconvenience caused. The airline changed/cancelled my flight without any prior notification, causing unnecessary stress and inconvenience. When faced with a modified flight, I had no flexibility and was forced to choose their option. Exploring alternatives was impractical due to last-minute expenses from other airlines and the urgency of an expiring visa the next day. Despite the hospitality and care provided by the cabin staff during the flight, the numerous issues encountered throughout the journey overshadow this positive note.

Not Verified | My experience with Air India was challenging due to the itinerary and service encountered during the journey. The flights had extended layovers – a 4-5 hour stopover in Delhi on the way to Hyderabad and an 11-hour stopover in Mumbai on the return journey to New Jersey. This lengthy wait was quite arduous and left a lasting impression. Regarding the in-flight service, it was satisfactory, although the food served from Mumbai to EWR lacked authenticity and didn't meet expectations. At Delhi airport, I was pleasantly surprised by its cleanliness and modern infrastructure. However, there was a noticeable struggle to maintain cleanliness due to some individuals littering, which affected the overall ambiance. On the other hand, Mumbai airport was extremely crowded, and I faced challenges with uncooperative staff. Despite my long-haul flight, 11-hour stopover, and having a sick child with me, both immigration officers and Air India staff were unhelpful and showed reluctance. Their lack of empathy was evident, with one supervisor even making a disparaging comment suggesting I 'try my luck' with immigration. This was a disappointing and rude response. I strongly urge Air India's customer-facing staff to undergo training in empathy and kindness. As a business class passenger, enduring an 11-hour layover with unhelpful staff was a significant inconvenience and a negative experience. I rate my experience a 2 out of 10 specifically due to the unhelpful and rude behavior encountered with Air India staff at Mumbai airport. Such attitudes are unacceptable when dealing with customers who expect better service standards.

✅ Trip Verified | I had the pleasure of flying with Air India, and it was a delightful experience. The in-flight service was top-notch, with attentive attendants ensuring that every need was met promptly. Comfortable seating and ample legroom. The flights departed and arrived on schedule, and the journey felt well-coordinated. In conclusion, my experience with Air India was overwhelmingly positive. Gagandeep (Supervisor) and her team was extremely helpful. They made me feel like Lady Diana. I am grateful to them.

✅ Trip Verified | I had booked initially on economy class for this flight but was able to upgrade to business as there were a couple of seats available which came at a fee and I really wanted to see how things have changed especially on the business class after the takeover so thought this was a good opportunity. There is a separate counter for business class passengers where the staff was able to courteously check in and provide the lounge access voucher as well. The flight was delayed as the incoming flight was delayed and the crew were able to proactively communicate this fact to the passengers including the arrival of the flight which was good. It seems that even though the seats are quite spacious, this airbus 321 was also showing its signs of ageing as well. The seat also had newspapers / magazines which once could read but there was definitely an upgrade of the soft aspects of the product. On board the crew were welcoming and as a welcome drink there was a choice between buttermilk and coconut water and they have had also given hot towels which was very greatly appreciated as they are quite valuable which was not given before. Also there were menu cards distributed for the dinner option before take off as the crew noted down the orders. Previously the meals options used to be on laminated cards. I had opted for the fish curry with okra and that was quite a good and filling option along with a chocolate mousse cake for dessert. Unfortunately due to turbulence the crew were unable to do the beverage service which was good. Baggage retrieval was also swift. Overall I feel that the soft product was markedly improved from the last time I flew them in J class including the hot towels and menu cards with greater options but with the induction of new aircraft and refurbishment of cabin interiors I am quite optimistic that the business class product could get even better in the future. Only issue was the delay but that was due to the late arrival of the incoming aircraft.