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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4/10

"staff surly and unfriendly"

(United Kingdom)

Not Verified | Bangkok to Birmingham via Delhi. Airline staff surly and unfriendly. Not helpful. Most staff didn't even say 'hello' or 'goodbye' when entering/exiting the plane. Food - Average. Hot meal was ok but the snack was a horrible cheese sandwich! In-flight entertainment - movie selection was not great. Equipment was old and on my return flight the headphone socket didn't work so I had no sound for 9 hours! Transfer - only had 1 hour on the outward journey which meant a frantic rush to transfer - Delhi airport is rather old and the staff are slow. Leg room - pretty good. Cleanliness - bad. On the return flight we flew from Birmingham (UK) to Delhi via Amritsar. We had to wait on the plane for an hour as they got the plane ready for new passengers. The standard of cleaning was terrible. You could tell that the head rest covers were old and dirty and the carpet on the floor looked filthy too. If you have other airlines to choose from, use them instead.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBangkok to Birmingham via Delhi
Date FlownDecember 2018
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 fly Air India again"

(United States)

Trip Verified | Hyderabad to Washington via Delhi. First and last experience. Without going into details, this was by far the worst customer service in an airlines Ive experienced. The air hostesses sit around in the back chit chatting and on their phones and don't provide service beyond the basic meals. Call buttons are mostly ignored, bathrooms are never cleaned/maintained, several tv screens/remotes were not working, no seat belts for infants, and they could care less. Pathetic is too kind of a word for the service we experienced on our plane. Will never fly Air India again.
AircraftBoeing 777
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteHyderabad to Washington via Delhi
Date FlownJanuary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"unbelievably poor airline"

(United States)

Trip Verified | Delhi to San Francisco. This was my first time in AI business class, I was traveling at very short notice due to a family medical emergency and AI had the cheapest fare $3400 RT. My collection of experiences reaffirms why this airline which had its heyday in the 70s and 80s is now the laughing stock of the airline industry. The staff's attitude is unmotivated and their approach lacks professionalism - they kept trying to take away my food and drink when i clearly hadn't finished, and otherwise wouldn't clear items when i had finished for a while. The chief purser only stayed in the 1st class section and never came out once to introduce himself or spend any time in the biz class section. The tray table hinge was broken (both ways of the roundtrip) which meant it was pressing against my thigh and couldn't be moved front/back. And the seat controls are atrociously bad - its hard to figure out which way its actually moving and the grating jerky movements make for a poor customer experience. The meals served was mostly lukewarm or cold and the staff didn't seem to care. If this is the experience in business class, i really dread to think what the economy class must be like. Clearly the airline strategy is to compete on price, not quality of service. And the final straw is that i got an email today asking for feedback - when i provided it and try to submit i got a response (please note the spellings) "Server Error Please Try Later Sorry for Inconvinence casued to you. Team Air-India". This is an unbelievably poor airline that is being badly managed and run for years. It will be a miracle if they ever find a buyer, probably best to cut off the oxygen, liquidate it and not burden Indian taxpayers any more
AircraftBoeing 777-200
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteDelhi to San Francisco
Date FlownJanuary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"I can't recommend"

(Philippines)

Trip Verified | Stockholm to Bangkok via Delhi. The interior looked rather deteriorated and service was shoddy. The tv was held together with masking tape, and you gotta hold it up yourself! The remote control had no buttons, basically useless, the touch screen was barely working and the remote was dirty. The chair was rough and it snagged my stocking. For each leg of my trip I had to call crew assistance once, and none came until the food was served. Only spicy food was available. Barely any crew service on the 7-hour flight, but on the 3-hour flight they offered refreshments occasionally. I got allergic contact dermatitis on my hands from the soap in the bathroom and I've only had an incident once before, from paint, so there is something very strong in their soap... so I couldn't wash my hands in flight (bags were transferred by the airline so didn't have the chance to get my own soap for the 2nd leg of the flight). Luckily, they had medicine but of course I had to go to their area for help and endure my burning hands, the crew were talking to each other that I had to say "excuse me", it almost felt like I was bothering them. They looked at my hands (there were no visible sores, it was just a bit red but it hurt so much) and they took their time. The 2nd leg of the flight was delayed for 1.5 hours, no proper notification and in possibly the worst airport ever. I want to sound impartial but there are really no better words. This is the first time I've flown with them and I can't recommend. I've traveled on LCC many times and not one experience was as unfortunate as this. For the price - there are surely better options.
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteStockholm to Bangkok via Delhi
Date FlownJanuary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"treated like garbage"

(United States)

Trip Verified | Delhi to New York. Worst airline ever. We had to make an emergency landing at another airport and through incompetence and negligence waited 4 hours at another airport without food or water. Their mistakes made everyone miss their connecting flights which they refused to hold even though it affected hundreds of passengers. We waited over three hours at New Delhi airport just to get new boarding passes for flights 24 hours later. All because they refused to pay another airline. No food or water for another 4 hours before forcing us to share airport hotel rooms with complete strangers. They refused to tell us what was going on which created chaos and much longer waits for everything. I now have to spend at least another additional 30 hours of traveling just to get home. Do not fly this airline!! It is not safe and you are treated like garbage with no customer service whatsoever.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDelhi to New York
Date FlownJanuary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"does not care about quality"

(United States)

Trip Verified | Chicago to Hyderabad via Delhi. Government run airline that does not care about quality. Poor seats that are sunk down. Entertainment system touch screen is least responsive. Audio quality is poor. Head phones provided are inadequate to enjoy the video. Toilet papers in bathroom are not sufficiently stocked. On the positive side, staff tries to help
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteChicago to Hyderabad via Delhi
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"pushed to fly in Economy"

(Saudi Arabia)

Trip Verified | Delhi to Dammam. We were charged for an upgrade and then pushed to fly in Economy class. After long followup local Office in Saudi Paid the fair Difference after almost one year. Last August was flying with Family from same airport to Dammam and the Air India Staff delayed to me on counter for unnecessary reasons for almost 90 minutes. there was extra security due to 15th august and I Was then offloaded form the flight because of delay. I came on the counter before 3 and half hour from the flight time. The staff took 10 hours to evacuate me from the immigration and bring my baggage and then misbehaved. I was forced to pay around 73000 INR to book next day flight. Next day the flight was full economy and and i was forced to travel in Economy even after I was charged with a business class fair. When i wrote an email to concerned department they answered me an annoying reply and blaming to stuck on the immigration and missed the flight by myself, which was a lie which i could not digest since it did not took more than 10 minutes on immigration for all my family to get through. I wish I will never travel on this airline ever in future.
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteDelhi to Dammam
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
7/10

"provides a good solid product"

(India)

Trip Verified | Mumbai to Bengaluru. On this early morning flight, checkin didn't take more than 5 mins to complete and boarding started on time, the load on this sector was around 75-80% full. Tthe departure was delayed by 25-30 mins and also the aircraft had to taxi towards the far east side of the runway instead of the usual runway 27 so as a result the departure got delayed even further. However once airborne, the crew and staff were pleasant and providing regular flight updates and a nice breakfast consisting of some idlis and veg cutlets. Collection of the baggage also wasn't a hassle. Air India doesn't provide luxurious services, but provides a good solid product and passengers expect reliability: in other words, a good OTP which the airline has tried improving in recent times but there is still a lot more improvement to be made in this area especially when one considers that their competitors are perceived to be more efficient in this area.
AircraftAirbus A321
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMumbai to Bengaluru
Date FlownJanuary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"airline is a disgrace to India"

(United States)

Not Verified | San Francisco to Delhi. Air India has managed to take its standards successfully below sub-par. Bad seats, bad food, bad service, bad entertainment - our audio sets were broken, video was blank - worst ever I've seen on an international flight. To top it all, the flight was delayed due to a mechanical failure and we were stranded at Delhi airport for 6 hours in the middle of the night. They didn't have accommodation so my kids and I slept on the floor! Not to mention, the crew was the least bit apologetic about the delay and were literally pushing people to make way. As if this wasn't enough, the price was a ridiculous $1900 per ticket! This airline is a disgrace to India.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSan Francisco to Delhi
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
6/10

"a pretty solid airline"

(India)

Trip Verified | Bengaluru to Mumbai. As part of the Christmas and New Year vacations, I had decided to fly with Air India on this morning flight but unfortunately the flight was overbooked due to which an additional charge had to be paid in order to upgrade to Business. Even though there were rumours to the effect that the staff were trying to get the pax fill in the business class even though seats were available in Economy in order to gain as much revenue during the holiday season. Fast forward into boarding and even though the departure time was 8.50am, we only started boarding after 9am. Then there was a further delay of around 1 hour in the aircraft pushback so the flight actually departed at around 10.40am which was not expected and disappointing. The Business Class seats in themselves were pretty good and the in-flight service was exceptional with a welcome watermelon juice drink, crew being engaging, friendly and personable. For Breakfast, I had opted for the cheese omelet which tasted very good along with coffee and croissants. The pilots tried to cover the lost time enroute which was admirable and soon after landing, disembarkation was smooth and the luggage was received swiftly and promptly. Air India is a pretty solid airline and compared to other carriers such as Jet or Indigo, it is pretty solid and stable, if there has been one thing that has been holding the airline back, it's the on time performance which has been lagging considerably behind it's competitors.
AircraftA320
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteBengaluru to Mumbai
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes