Air India Issues Refund After Passenger’s “Worst First-Class Experience” on Chicago-Delhi Flight - Read Here
Air India recently refunded a passenger who had a highly unsatisfactory first-class experience on a Chicago-Delhi flight. The passenger, Anip Patel, founder of Chicago-based VC firm CaPatel Investments, paid $6,300 for the one-way first-class ticket but was shocked by the condition of the cabin. From stained seats and dirty carpets to broken in-flight entertainment (IFE) systems, Patel described the flight as one of the worst he had ever experienced. His frustrations, posted in a viral Instagram video, have reignited concerns over Air India's aging fleet and poor service quality on international routes.
Patel’s viral Instagram video documenting his 15-hour ordeal highlighted the deteriorating state of Air India's first-class cabin. “Everything was ripped, ruined,” Patel explained in the video. He further described that 30% of the food options on the menu were unavailable, and meal service was based on a “first-come, first-served” system. His experience was marred by the overall uncleanliness of the cabin, leftover food, and non-functional entertainment systems, which left him frustrated throughout the long-haul journey.
Patel's Instagram post quickly gained traction, garnering thousands of views and prompting Air India to respond. Although Patel did not file a formal complaint with the airline, Air India contacted him after seeing the video and offered him a full refund. “They made it right,” Patel shared on Instagram, acknowledging that Air India took responsibility for the poor experience.
Complaints Pile Up About Air India’s Aging Fleet
This isn’t an isolated case. Passengers flying Air India’s older aircraft, especially on long-haul international routes to the U.S., have been voicing their dissatisfaction. With first-class round-trip fares reaching as high as ₹16 lakh, passengers are growing increasingly frustrated with the outdated cabins and malfunctioning amenities. A similar complaint was aired by a passenger on the Mumbai-Newark flight, who tweeted about a broken tray, malfunctioning reading lights, and the complete absence of entertainment during a 16-hour flight.
Despite charging premium prices, Air India’s older widebody planes—some of which are still years away from refurbishment—are showing signs of neglect. The fleet, which was inherited by the Tata Group when it took over the airline in January 2022, has not seen any significant upgrades or renovation in its final years as a public sector company. Maintenance issues, coupled with global supply chain disruptions due to COVID-19 and the Russia-Ukraine war, have delayed Air India's renovation plans.
A Much-Needed Revamp on the Way
In response to growing criticism, Air India has started issuing refunds for long delays and broken seats. The airline also announced that it is finally implementing its long-awaited $400 million refurbishment program. On September 16, 2024, the airline began upgrading 27 Airbus A320neo and 40 Boeing widebody aircraft (777 and 787) as part of this overhaul. Passengers can expect new seats, carpets, curtains, and upholstery, as well as modernized cabins that meet international standards.
The refurbishment process will occur in phases, starting with the narrowbody Airbus fleet, followed by the widebody Boeing aircraft. The upgrade for Airbus planes is expected to be completed by mid-2025, after which the Boeing fleet will undergo a similar transformation.
However, for passengers like Patel, flying on Air India’s older long-haul planes, the wait for better service and a comfortable cabin may still take years. Although Air India’s plans to modernize its fleet are finally underway, passengers will have to endure the current state of affairs until the refurbishment is completed.
A Long Road to Recovery for Air India
Air India’s issues with fleet maintenance and customer satisfaction have been longstanding. While the Tata Group’s acquisition of the airline has generated optimism about the future, the current fleet’s condition reflects years of neglect. Although the recent move to offer refunds signals a step in the right direction, the airline faces an uphill battle to restore its reputation, particularly among premium-paying passengers.
The question remains: Will Air India's ambitious revamp be enough to win back its lost clientele and compete with other international carriers that have set higher service standards? Only time will tell as passengers eagerly await the airline's transformation.
