Air India found itself in the spotlight after a viral video posted by an American-Indian businessman highlighted the poor conditions on a flight from Chicago to Delhi. Following the incident, the airline swiftly responded by refunding the passenger ₹5.25 lakh, the full fare for his first-class ticket.
The Incident that Sparked the Refund
Anip Patel, the CEO and founder of Chicago-based VC firm CaPatel Investments, shared his unpleasant experience on a 15-hour non-stop Air India flight on social media. Patel, who had opted for a first-class seat, was dismayed to find the conditions far below his expectations. He took to Instagram to document the state of the cabin, which included dirty seats, stained carpets, and leftover food from previous passengers.
Additionally, Patel pointed out that more than 30% of the food items listed on the menu were unavailable, making his long journey even more uncomfortable. The businessman remarked in his post that despite hearing negative reviews about Air India in the past, he had hoped things would improve under the airline’s new management. However, his experience did not reflect any of these expected improvements.
Air India’s Quick Response After Video Goes Viral
The video gained significant traction on social media, and Air India was quick to take action. Without any formal complaint from Patel, the airline reached out to him after seeing the viral post and refunded him the full amount of ₹5.25 lakh for his ticket, equivalent to $6,300.
In his social media post, Patel advised others to “be careful” when flying with Air India. He wrote, “There was no Wi-Fi, the condition of the first class was terrible, and many things were broken or damaged. If you’re planning to travel with Air India, stay cautious.”
Ongoing Issues with Air India Flights
This incident is not the first of its kind. Air India has faced multiple complaints from passengers over poor in-flight services, cleanliness issues, and delayed flights. The airline, now under the ownership of Tata Group, has been working to improve its services, but cases like Patel’s suggest that more work needs to be done.
Previously, Air India has issued refunds for long flight delays and broken seats, as was the case with Patel’s flight. However, issues like missing in-flight items, poor cabin conditions, and malfunctioning seats continue to surface.
Recent Efforts by Air India to Improve Services
Air India has been making efforts to overhaul its operations and services after Tata Group took control of the airline. With a new management team in place, the airline has been working to enhance passenger experience and repair its damaged reputation. However, the viral video shared by Anip Patel highlights that there are still challenges to be addressed in terms of both service quality and customer satisfaction.
Moving forward, Air India will need to stay consistent in handling customer complaints and focus on improving in-flight services if it wants to regain passenger trust. As competition in the aviation industry continues to grow, maintaining high standards will be key to keeping loyal customers and attracting new ones.
