Priyanka Tiwari
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The prestigious Air India finds itself once more in the middle of a scandal, this time for two consecutive incidents that have left travelers scratching their heads in frustration over the airline’s servicing.
An Air India flight from Chicago to Delhi on March 6 had to abandon its itinerary midair after eight out of the twelve lavatories clogged. As per Air India, an investigation claimed that the passengers had poured polythene bags, scraps, and clothing which choked the plumbing system. The airline also stated that the restriction of European airports during the night hours meant the flight had no choice but to return to Chicago, much to the annoyance of the passengers. Videos surfaced depicting the uneasiness onboard the flight and many shared them further.
An 82-year-old woman, who is a widow of a Lieutenant General fell and suffered a brain stroke while at Delhi's Indira Gandhi International Airport. The family's claim is that even after booking a wheelchair well in advance, they had to wait for almost an hour for help. She had to walk through the parking lanes and inside the terminal where she eventually collapsed next to an Air India counter and hurt her head. Her granddaughter posted on X suggesting, "My grandmother was treated with such utter disdain by Air India. I'm utterly ashamed to admit this is the reputation that we've come to expect." The airline refuted claims of delay by saying the family had full assistance and for the high demand circumstances, the staff wasn't able to get reach the wheelchair in 15 minutes.
These two cases are just recent examples as the complainants include politicians, actors and average passengers alike.
Shivraj Singh Chouhan takes a dig at Air India for a broken seat
Shivraj Singh Chouhan, the Union Agriculture Minister, did not hide his displeasure when he boarded an Air India flight from Bhopal to Delhi in February and found his seat “broken and sunken.” He explained that sitting was quite uncomfortable, and when he questioned the crew about it, he was informed that the management was already aware of the seat’s condition and had done nothing about it.
As a customer, he stated that Air India’s service was assumed to improve after the Tata takeover because it could not get worse from what it had been. He further reiterated that he was deeply dissatisfied. As a result of poor service, Air India extended its apology and promised investigation to ensure that similar problems are not repeated in the future.
British TV Star Narinder Kaur attacked mid-air
An Air India flight suffered an incident on October 24, 2024, when a fellow traveler attacked British TV Star Narinder Kaur for reclining her seat. She posted later on ‘X’ claiming, “AIR RAGE is real and I indeed had an awful encounter with a woman who literally punched and kicked my seat forward as it was reclined.”
According to Kaur, the woman insulted her while she was pushing her chair forcibly as well and claimed there was no alcohol involved. Kaur also expressed her disappointment towards Air India letting her down because the cabin crew didn’t brief her on how to file a complaint against the other traveler.
Actress Urvashi Dholakia receives luggage too late and in pieces
In January 2025, Indian television actress Urvashi Dholakia was booked on Air India flight from London to Mumbai when the airline delayed in returning her luggage, which was in tatters. She posted a video of her fractured suitcases on social media along with the caption, “Air India really ought to sharpen their wits. I’m never flying with them again.”
She further added that Air India charged her additional costs on baggage and demanded that they reimburse her those charges. The airline has yet to deal with her grievance.
Meal Served On a Flight is Found With A Cockroach
In September 2024 a passenger on an Air India flight from New Delhi to New York claimed that a cockroach was found in her omelette. She exclaimed, “A cockroach was found in the omelette given to me on Air India. My two Polokwanas over half of it with me and when we decided to eat more, that’s when we discovered it.” She later claimed that the reason was food poisoning. Air India responded asking for her booking details and said that the investigation was already in process. Regardless, this event shows proof over the issues attended to regarding catering hygiene standards aboard the airline. Parents left struggling as a result of infant seat given away. In February 2025, one passenger who had a six-month-old baby was disgruntled because Air India gave out his checked in bassinet seat to some other passenger at the check-in counter.
He posted on X, “I appreciate your consideration for making my flight the worst one I’ve ever had. My daughter was only able to sleep five hours over the previous twenty-four because her medical condition required her to rest,… which was not provided.”
He further added that his wife with a spinal ailment had to endure pain all through the trip. The passenger also slammed the airline for removing an infant’s bassinet seat and accommodating it to two adult passengers instead.
In a rebuttal, Air India said that the availability of bassinet seats varies with the aircraft in use. They also promised to forward the feedback to enhance their services.
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