✅ Trip Verified | We had a local connecting flight from Hyderabad to Mumbai (scheduled departure for 10 PM and scheduled arrival for 11:30 AM) and then we had an international flight from Mumbai to Newark (scheduled departure 1:30 AM and arrival around 5 PM India time). Very bad communication skills with customers- For our Mumbai to Newark flight that was already delayed by 12 hours (it was scheduled for July 2nd 1:30 AM). We finally arrived in Mumbai around 10 AM. While the flight attendees were going through the security check, the Air India staff informed us that our flight to Newark would leave at 2:30. Later on, the Air India staff told us that our flight would actually be leaving at 2:30 AM not PM. Not only is our original flight being delayed by 25 hours, but Air India did not correct its customers when they were continuously feeling relieved over false information. As an airline, it is their duty to be clear to the customer as to when the flight is leaving and being clear with that information especially when they are aware the the flight attendees are on a consensus different from the fact. Horrible Service- In our first flight, from Hyderabad to Mumbai (left at 11:30 PM) , we flew all the way to Mumbai spent 1-2 hours in the air there and returned back to the Hyderabad airport at 3 AM because the flight had no place to land and apparently because of weather. Then, after we returned to the Hyderabad Airport, they kept us in the flight until 7:30 AM and at 7:30 AM we finally left for Mumbai and arrived at 9 AM. This means we stayed in an airplane for 6 hours when we should have only spent 1 and half hour in the plane for our flight. During this entire fiasco, the Air India staff only provided us with a biscuit packet with 2 biscuits and a lunch voucher that only worked during a horrible time. How is one lunch voucher and some biscuits suppose to last us for 17 and a half hours?
✅ Trip Verified | Bengaluru to Mumbai. On this early morning flight, it was surprising to note that the check-in was a breeze and the flight was not full. There was a hot breakfast provided which was of good quality. The flight attendants were attentive and looked after the safety and comfort of passengers. Luggage was received swiftly without too much waiting.
✅ Trip Verified | Mumbai to Newark. Due to the short length of the runway at Mumbai airport and incompatibility of Air India, they always remove passenger baggage without ever informing them. They use a very common excuse "bad weather". So don't be surprised if you realize at your destination that your baggage was removed and never arrived with you. All other airlines are perfectly fine to land and take off from the Mumbai airport and you never hear any excuses from them. After realizing that you and several other passengers reached their destination without your baggage, the real fun (or frustration) begins. You will realize that Air India has only one phone number for their customer service contact which is the real deal. Average wait time to talk to a representative is over 60 min based on online search (I'm not exaggerating, in my personal experience these were the timings: 96 min, 118 min, 72 min and 130 min). Well after these wait times, you'll end up talking to the most idiotic morons on this planet who probably hate the entire human race. They no idea about anything related to Air India and no respect to listen to what you want, let alone help you. The frustration continues as these reps have no connection to the baggage department and then ask us to get a mystical "complain number" before they can look into our case. After calling the customer care for the fourth time, I was told that the number for US baggage department (973-242-0078). Now, I called them over 10-15 times over a period of two days and no one picks up the phone. The fun part is their voicemail box is full and not surprisingly you cannot leave any message or ever get that mystical "complaint number". Wrote emails to all departments of Air India including the baggage department. Still waiting for a reply. It's been three days and I'm looking for the lost baggage for me and my parents who travelled to the US and sill have no response from Air India. Please save yourself all this trouble and choose any other decent airline over Air India (even if its a few hundred dollars more pricy).
✅ Trip Verified | Mumbai to Ahmedabad. Save yourself trouble and never fly Air India. I had a horrible experience with them twice when flying Economy which is why I stopped flying with them and picked Emirates instead. Unfortunately had to book a last-minute ticket and didnt have a choice. This time I hoped the experience will be better since I was flying Business. I am thankful that it was United who issued my tickets and were reliable enough to help me. Air India CS was a nightmare to deal with. Couldnt help. They couldnt find my record, they couldnt assign me a seat, they couldnt confirm anything. Not to mention I was on hold for an hour before they answered the phone. It was United Airlines who put in an hour to communicate with them and help re route me when my flight got cancelled.
✅ Trip Verified | San Francisco to New Delhi. Worst of the worst. Don’t fly Air India unless this is your only resort. 1) I was traveling alone with my twin 3 year old daughters. They offered no support during the flight. I smiled more than they did. 2) I asked the hostess for water upon boarding and she told me to look in the seat pockets. No such thing was found. The seats were in horrible condition when we arrived. No one had cleaned after the previous flight. 3) No inflight entertainment. Everything was broken. 4) Calling the hostess is a useless exercise. Don’t bother waiting. 5) The arm rests were broken and cracked dangerously enough to cause a hazard for little kids. They kept falling on them when they were trying to sleep. 6) They have nothing to offer little kids. No coloring sheets, stickers. Nope. 7) Had booked child meals and was never offered the option while serving. When I complained, they simply said “You should’ve asked for it.” 8) When I whined about all this, one of the hostesses said that she’ll come and take a look. She never came.
✅ Trip Verified | Delhi to Hong Kong. Air India flight was supposed to take of at 11 pm IST on 15/06/19 but let us cook in the flight for some 3 hours while mending a technical fault in the aircraft. Then at 2 am the air craft becomes grounded & we are requested to deplane to board another aircraft. Further we are subjected to a security check a second time which also became a harassment as there was hardly any staff to speed up the unnecessary process. The small children had become very fussy by 3 am. Then we boarded the next flight running to the next opposite gate so that flight could now leave in a orderly fashion. But after 15 minutes an announcement was made that the pilots had to deplane because of some regulations. With no further explanations about the current situation, there’s an announcement plz open gate l2. At 5 am with much confusion people started deplaning the aircraft a second time only to surround the two ground staff for some kind of explanation. It was really shameful to explain to the foreigners who didn’t understand hindi that its okay for the National Carrier Of India to behave in such fashion. But my biggest challenge of the night was dealing with my own 3 year old who was so excited, didn’t sleep until 4am in the morning & was constantly asking ‘when’s the plane gonna fly, when do we get on our cruise?
✅ Trip Verified | Delhi to Mumbai. The worst baggage service and customer care which I have been ever seen. Please don't choose Air India which makes your journey and day of the journey and also entire trip as painful and stolen/broken luggage.
✅ Trip Verified | Colombo to Kathmandu via New Delhi. Horrible experience from the start till the end. There were multiple changes to the flight schedule which disrupted our travel plans and we were provided ridiculous alternatives (we are transiting in Delhi and the new flight meant that our connecting flight would depart Delhi even before we arrive in Delhi- how is it even possible for us to catch the flight if we arrive in Delhi at 11am and the flight to Kathmandu from Delhi departs at 9?). So after a gruelling process of speaking to an agent we are offered new flights. This time around we had a one hour transit in Delhi which most travellers would agree is cutting it thin if you consider queues and other unpredictable scenarios. But as luck would have it, our flight from Colombo was delayed by over 30 minutes. We were slated for an 8.20am departure according to the ticket but when we spoke to the staff they told us it has been pushed to 850am. That leaves us with 30 minutes to transit? How can we possibly disembark, go through security and get to our new gate in this time? To make things worse. At 840 people were still disembarking from the plane which appeared to be a turnaround flight. This meant that the staff would still have to clean up the plane and it was evident that our flight would not depart punctually at 850- but at this point no announcements were made whatsoever, not even on the notice screens. Upon checking with the staff they told us it would depart at 905 instead. What on earth is happening? All this while the staff insisted that I would be able to make the flight even though I initially had a one hour transit and the original flight has now been delayed over 45 minutes. That leaves us with 15 minutes. Rather than providing us with helpful information, they gave us flimsy assurance that we would make it even though the odds were clearly against us. This uncertainty is disconcerting for travellers who have actual plans that may need to be shelved if we actually miss the connecting flight. Air India needs to stop selling tickets they cannot guarantee and work on being on time. It makes no sense for a national carrier to be so flaky with their timing.
✅ Trip Verified | I had a connecting flight with Air India from Amritsar to New Delhi. The airline changed the time of flight by three hours and interrupted the whole schedule. And then on contacting with airline customer service after 40 minutes of waiting on call, I have been advised that they can’t help me. Seriously they don’t understand what is the value of the customer.
✅ Trip Verified | Dubai to Chennai. I booked the ticket for my family (3+1 Infant), when my family entered the aircraft they had not provided the infant carrier & for my family also seats provided at the last row, which the seats did not have recline. The flight was to reach Chennai @ 05.00 am today, due to less fuel they landed in Bangalore airport & they said that we are landing in Bangalore due to bad weather condition in Chennai, during the filling of fuel they switched off the engine & AC, more than 1 hour. All passengers are suffocated due to no air supply after all passengers shout they opened the emergency exit, my family had to hold the baby until they reached Chennai. They reached Chennai @ 07.30 am.
✅ Trip Verified | Frankfurt to Sydney via Delhi. Happy with new aircraft, sad with Service. No drinks provided on seat, no response of call light. Need to walk to kitchen and ask for my drink.
Not Verified | Varanasi to Amritsar via Delhi. This is the worst experience I’ve ever had with an airline. Staff had no intentions to help you. -My first flight was delayed and they only publish the new time and gate 15 minutes before boarding, which was frustrating. My second flight was cancelled! Poor customer service, poor traveling experience, and very frustrating!
✅ Trip Verified | Singapore to Chennai. I travelled in this airline, very disappointed. Poor service and very disorganized. Not worth for traveling in this. Just for one blanket need to ask few times. Next the seat can’t push back while sleeping. Seat number 14. In future for sure I will not take this flight.
✅ Trip Verified | Paris to Mumbai via Delhi. Air India sorry to say is the worst airline experience any can ever have. I was traveling with my son and to make it easier instead of 2 suitcases of 23kg each I chose to carry 1 suitcase of around 28kg. While going to Paris I travelled in Emirates with same luggage allowance and had smoothest check-in. But for my return flight they did not let me check in because I had one suitcase and asked me to either make it in two bags (which I didn’t have on Paris airport) or pay for excess. Even on requesting and telling them I have 46kg combined allowance for both tickets on same PNR but they denied stating I have to pay if I am beyond 23kg or I need to find my solutions and come back to them for checking. The air hostesses in flight were least interested in service. The headphone of my seat and my neighbours weren’t working and even after multiple requests they never even for once got time in a 9 hour flight to change our headset and thus no entertainment for us. Our flight from Paris to Delhi gets delayed. After customs and immigration the luggage drop off counter is a small crowded counter. No proper queues and Officers are the most rude people you will encounter. They at the last moment before dropping our luggage asked us to check in the liquor bought on duty free. We had to take out clothes from our bag and put bottles inside on the counter which was badly crowded and unprofessionally managed. Upon arrival in Mumbai after almost 15-18 hours and waiting for almost 40 mins for our luggage we are told that our baggage is left in Delhi and will come in the evening flight and will be delivered only after 1:00Am. On telling them that this delivery time is not acceptable they day they can only deliver that time or next day but when we told them there wont be anyone at home as we will be at office. The executive there told me that its my problem not hers. In all this was the worst experience in terms of an airline I can ever had.
Not Verified | San Francisco to Delhi. I booked this flight in February for June flight - unfortunately there was bad experience with me. Third class food, and the baggage service very poor - they lost my bag at Delhi airport and they didn’t pick my call and then 4-5 days after they said I have to come airport again and pick up my bag - I am living 600 km away from airport. i would never recommend to anyone this airline.
✅ Trip Verified | I made a reservation Amritsar to Mumbai for 3 passengers with Air India. They deduct the total amount of my credit card but any booking confirmation came. I call them, email them etc etc. and till today I still have no answer .. except that they are verifying. I gave them the approval number for the credit card (that my credit card customer care gave me), but even with that info they are unable to help.
✅ Trip Verified | Chicago to Ahmedabad via Delhi. Wish there was option for no star at all. Air India definitely deserve that at this point. My mom had flight to go India for June 7,2019. and the flight was early departure and no notification was sent. Now my mom has call all her relatives that she will not be able to make it to the wedding that she has been planning for months. It might be her last time she gets to see her family. Thank you to air India for taking that away for her.
✅ Trip Verified | Dimapur to Kolkata. We didn’t get the seats we purchased in advance (seat 02A & 02B, AI 710). We were given seats way at the back! After consulting the Dimapur AI booking staff, they realized the error and cited a “different aircraft.” Shortly before take off, a ground staff came to where we were already comfortably seated and invited us sit in the “business class” since the seats were empty and because we didn’t get our preferred seats (with payment). But our nightmare was just beginning! We were badly insulted on flight by two attendants. After the flight took off, these two attendants raised a tantrum saying they were not informed and forced us back to the seats where we were previously comfortably seated. They blamed the ground staff for this misunderstanding. We felt harassed and embarrassed. We are still shocked at such lack of coordination. The pathetic service of Air India is a living nightmare. The payment for seats hasn’t been reimbursed either.
✅ Trip Verified | Delhi to Calicut. Ridiculous service. More than 2 hours queue for check in; air India employee let all passengers who were saying they were late to jump the queue, causing delays also for people who were there more than 2 hours before. The employee at the check in let some passengers not pay for extra weight luggage while other (such as me) had to pay (which is of course correct, but the treatment should be the same for everyone); moreover to pay I had to make another queue; they make fun of me because at the end of this queue they told me it was not correct so I have to come back to previous queue, where thanks to the kindness of other passengers I could have reached the desk faster, otherwise I would have lost my flight, so that just for check in, it took more than 2 hours! Moreover the flight has been delayed of more than 1h 30 mins and they advice us just late in the previous evening, causing me to not participate to an important business meeting. No words for this service. I felt very bad, especially for the total lack of respect towards me.
✅ Trip Verified | Melbourne to Hyderabad via New Delhi which had a transit time of 14 hours at New Delhi Airport. They asked to recheck in at Delhi Airport. When I was trasferring from International terminal to domestic terminal they dint even allow me to enter the airport stating that my flight has a long time to go and you need to wait. I was asked to wait outside the airport where there was no proper seating facility and waiting area available. When I was trying to contact Air india office they were not ready to listen and they were very rude and arrogant. I’ve been living abroad for the past 6 years and travelled with Malaysian, Singapore, Thai, Cathay Pacific and Sri Lankan airlines and never faced this kind of a problem. I was so unhappy with the customer service they have provided to me and finally when i demanded that I’l lodge a complaint against the airlines they finally allowed me inside the airport. I’ve my return flight on July 9th and I’ve the same 14 hours of transit time. I’m trying to contact the customer service helpline, Delhi airport office, Hyderabad airport office to enquire about the hotel booking or lounge booking but no one is picking up the phone and its keeping on hold line for more than 40 minutes. This is not the way you guys treat a customer. This is the worst customer service experience I’ve ever had in any airlines. Definitely I’m not flying with Air India again and will recommend to all my colleagues and friends not to fly with Air India.