An Indian-American business executive recently took to social media to share his disappointing experience on an Air India business class flight from New Delhi to Chicago. Anip Patel, CEO of CaPatel Investments, described the 15-hour non-stop journey as his “worst” flying experience and a “nightmare.”
Patel documented his grievances in videos posted on Instagram and TikTok, providing viewers with a tour of what he considered
substandard amenities. He highlighted several issues, including loose compartment parts, damaged surfaces, and stains on the recliner seat. The CEO also expressed frustration over the quality of food and amenities, as well as the lack of in-flight entertainment and Wi-Fi throughout the lengthy flight.
In his social media post, Patel wrote, “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.” He went on to describe the first-class cabin as being in poor condition, with cleanliness issues and visible signs of wear and tear.
The video quickly went viral, sparking widespread criticism of Air India’s service standards. Many social media users shared their own experiences and opinions, with one commenting, “I cannot for the life of me imagine why anyone would ever want to fly Air India. I stay away from this airline irrespective of the sector.” Others expressed hope for improvement, with another user stating, “I love Air India – warms my heart whenever I see it on the tarmac but yes similar experience when flying with them. Hoping that as their new planes roll out they become a better brand again.”
In a surprising turn of events, Patel later revealed in the comments section of his Instagram post that Air India had refunded the full amount of $6,300 (approximately Rs 5.2 lakh) without him filing an official complaint. He expressed satisfaction with this resolution, saying, “They made it right in the end.”
This incident has once again brought Air India’s service quality into the spotlight, raising questions about the airline’s standards and customer satisfaction. As the flag carrier of India and a recently privatized entity, Air India has been under pressure to improve its services and compete with international carriers.
The airline industry, particularly in the premium segments, faces increasing scrutiny from passengers who expect high-quality services and amenities for the premium prices they pay. Incidents like these can have significant impacts on an airline’s reputation and customer loyalty.
Air India’s swift response in refunding the full amount to Patel without a formal complaint suggests the airline is taking such feedback seriously. However, it remains to be seen whether this will translate into tangible improvements in their service quality and onboard experience.
As airlines worldwide struggle to recover from the impacts of the COVID-19 pandemic and adapt to changing consumer expectations, incidents like these serve as a reminder of the importance of maintaining high standards in customer service, especially in premium travel classes. The power of social media in amplifying customer experiences, both positive and negative, adds another layer of complexity to the challenges faced by airlines in managing their reputation and customer relationships.