NEW DELHI: Air India has issued a refund to passenger who had the “worst first class cabin” experience on the airline’s Chicago-Delhi flight that cost him $6,300 for a one-way ride. The seat and carpet were extremely dirty and had stain marks; its inflight entertainment (IFE) didn’t work during the 15-hour flight; “30%” of the food options on the menu weren’t available.
The passenger — Anip Patel, founder of a Chicago-based VC firm CaPatel Investments, shot a video of his harrowing experience and posted the same on Instagram. The video went viral, garnering thousands of views.
“I recently endured a 15-hour non-stop flight from Chicago to Delhi, and it was far from pleasant. I had heard negative things about Air India in the past, but I was hoping the recent changes under new management would improve the experience. Unfortunately, that wasn’t the case. There was no Wi-Fi, and the IFE was down for the entire flight. First class was in poor condition—unclean, with leftover food and trash still in the cabin, and everything looked worn out or broken. It was a pretty frustrating experience overall. Be aware if you’re flying with them,” Patel said on Instagram.
“Everything was ripped, ruined. (Meal service) was first come first served for the four passengers in first class. I understand regular wear and tear. But this was next level,” he says in the video. “I did not file any complaint with Air India but through social media they saw this video. They called me and refunded my entire flight… they did make it right and it's worth noting,” he said on Instagram.
Air India has been issuing refunds to passengers of some flights in recent months that were delayed by many hours or even days. Comments were sought on this most recent refund and awaited till the time of going to press.
The Tata Group had taken over Air India in January 2022 with its dilapidated fleet that had not seen any upkeep or renovation during its last few years as a cash-strapped PSU. Global supply chain issues created by Covid and aggravated by Russia’s war on Ukraine meant renovating the old fleet is taking much longer than anticipated. The airline’s on time performance has nosedived.
This Monday (September 16), Air India finally started implementing its $400-million revamp programme for 27 Airbus A320neos and 40 widebody Boeing (777 and 787s) aircraft. In a phased manner, first the Airbus and then the Boeing planes will get new seats, carpets, curtains, upholstery and modern cabins. Upgradation of the full narrowbody fleet is expected by mid-2025 and then the process will begin for widebody aircraft.
Which means passengers like Patel who fly Air India longhauls on the airline’s old planes still have a long wait before they can be assured of a decent onboard experience.
The passenger — Anip Patel, founder of a Chicago-based VC firm CaPatel Investments, shot a video of his harrowing experience and posted the same on Instagram. The video went viral, garnering thousands of views.
“I recently endured a 15-hour non-stop flight from Chicago to Delhi, and it was far from pleasant. I had heard negative things about Air India in the past, but I was hoping the recent changes under new management would improve the experience. Unfortunately, that wasn’t the case. There was no Wi-Fi, and the IFE was down for the entire flight. First class was in poor condition—unclean, with leftover food and trash still in the cabin, and everything looked worn out or broken. It was a pretty frustrating experience overall. Be aware if you’re flying with them,” Patel said on Instagram.
“Everything was ripped, ruined. (Meal service) was first come first served for the four passengers in first class. I understand regular wear and tear. But this was next level,” he says in the video. “I did not file any complaint with Air India but through social media they saw this video. They called me and refunded my entire flight… they did make it right and it's worth noting,” he said on Instagram.
Air India has been issuing refunds to passengers of some flights in recent months that were delayed by many hours or even days. Comments were sought on this most recent refund and awaited till the time of going to press.
The Tata Group had taken over Air India in January 2022 with its dilapidated fleet that had not seen any upkeep or renovation during its last few years as a cash-strapped PSU. Global supply chain issues created by Covid and aggravated by Russia’s war on Ukraine meant renovating the old fleet is taking much longer than anticipated. The airline’s on time performance has nosedived.
This Monday (September 16), Air India finally started implementing its $400-million revamp programme for 27 Airbus A320neos and 40 widebody Boeing (777 and 787s) aircraft. In a phased manner, first the Airbus and then the Boeing planes will get new seats, carpets, curtains, upholstery and modern cabins. Upgradation of the full narrowbody fleet is expected by mid-2025 and then the process will begin for widebody aircraft.
Which means passengers like Patel who fly Air India longhauls on the airline’s old planes still have a long wait before they can be assured of a decent onboard experience.
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