Air India

✅ Trip Verified | Udaipur to London via Delhi. Arriving at Heathrow flying out on the 2 Nov 2019 we found the seat reservations that were booked in April had not been processed and our seats were not available. We had to waste time at the Air India desk getting alternative seats and ensuring the rest of our bookings were in place. Onboard the outbound flight two of the toilets nearest us were out of use as were two out of the three entertainment systems in our block of seats (in fact one was completely missing). After some time and having been re-booted the other system was back in action. The on-board staff were courteous and helpful, seats comfortable (we paid for the emergency seats with lots of space in front) and the food was ok but only choice was eat it or starve. Basically the same can be said for the return flights adding that the flight from Udaipur was nearly two hours late without any explanation. Don't expect too much from this company (especially if you fly economy) and you won't be disappointed.

✅ Trip Verified | Frankfurt to Mumbai. The backrest was too short. I measure 190cm and head rest - the foldable ones - protrudes into where my shoulder is. Also, this way I have no head rest at all. Very annoying.

Not Verified | Birmingham to Amritsar. The staff at Amritsar were polite. The IFE screens were not working, the screens seemed to be falling off. The staff reset the screens, this did not help, armrests appeared to be falling off. The staff should regularly check that toilets are clean. On my flight the sink was blocked and there was no hand tissues or toilet paper.

✅ Trip Verified | Mumbai to Kochi. Zero for time punctuality. Very casual approach in customer dealing. There is no one who can take action on non performing staff, it is the reason due to which Air India is making a loss in spite of having great potential. But no one cares - its taxpayer's money. I along with my spouse and two kids traveled through from Kochi to Mumbai on 03/11/19. Scheduled flight departure time was 8.10 p.m. from Kochi but the flight was delayed initially by 40 minutes than by 1 hour 20 minutes and finally took off at 10 p.m. with a delay of 1 h 50 minutes, and due to which I missed my pre-booked train from Mumbai to Vadodara. I had a similar experience during my earlier flight which I took from Mumbai to Trivendram on 26/10/2019. The flight was unnecessarily got delayed just because crew members did not arrive on time. When I claimed for train fare, I received terrible reply "The flight AI-055 of 03 Nov 2019 was delayed on account of the late arrival of the incoming aircraft from Mumbai and the delay was unexpected and unavoidable. Our responsibility is limited to carrying you from Cochin to Mumbai as per purchased ticket only and so we are not in a position to provide any other compensation."

✅ Trip Verified | Colombo to Mumbai. Cancelling an international flight 9 days before departure because you don’t pay your fuel bills? Air India you are officially the worst airline I have flown on. And I have flown on a lot. Every time I fly with you you are a complete disaster. Frequent flight delays of hours, missed connecting flights, chaotic check-in with endless queues, terrible service. Never again.

✅ Trip Verified | Toronto to Amritsar via Delhi. The worst flight I have ever had. Screens were not working. Arm rest was falling apart. Usb port not working at all. Washroom was not even clean. Recommendation to other passengers this flight does not value your money or satisfaction

Not Verified | Kathmandu to London via Delhi. This was my first time flying with this airline, and it will be the last. Both flights were delayed by hours, and no one took the time to provide any explanation as to why, or any apology for the inconvenience. The flight from Kathmandu to Delhi was delayed by 2 hours, and when it came to finally boarding the aircraft there was another security check of bags before you walked up the steps to the plane, it felt really disorganised and unusual given we had already gone through security. It almost puts doubts in your mind as if they don't trust the airports security process. When we got on the plane, the air hostess was rude and demanded I put my bag in the overhead locker despite just taking my seat and organising what I needed out of my bag. The food was not nice, and the plane was quite dirty. We were recommended this airline by a family member, I'm not sure if standards have dropped over the years, but it certainly was not up to ours given the air fare. We will not be recommending or using this airline again.

✅ Trip Verified | Seoul to Bangalore via Delhi. From the moment I entered till I got out of the plane, the whole 8 hour journey was unbearable with that strong, thick curry smell. Other passengers too were clearly uncomfortable and wore masks the entire flight. Flight attendants don’t show up at multiple calls. Plus, the cabin crew were loud and you call that in-flight entertainment? By far the worst international airline experience. Canceling my return flight.

✅ Trip Verified | Delhi to London. Check in took over 2hrs in a queue as other late arriving customers for other Air India flights were rushed in front. Rude customer service. Our flight delayed by 3hrs due to technical problem? (2.50am in the morning). Inflight poor service, they rush pass you as you don't exist. Not a clean maintained flight, lost luggage and still awaiting for the update. Worst flight experience ever, will never fly Air India again.

Not Verified | 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?