Air India Reviews 

I flew from Uk(gatwick) airport to Ahmedabad non-stop flight on 9th April and it was delayed.
First 8PM then approx 9:30PM, when got boarding pass they told it is delay and time is 11:50pm and Air india given us food vouchers and that is great experience.
After that time again delayed to 00:30am.
Finally we entered into Plane at 00:30am and flight was not ready to fly. And finally it flew around 01:30am.
We all passengers were tired because of unnecessary waiting for this long.

BUT Here was a game changing happened.
The Staff in the plane was awesome.
Special treatment and services they served it was marvelous. also they co-operate in all situations. We enjoyed a lot in the Plane. We all majority passengers come to know each other while enjoying journey and all staff never lied down us. Whenever whatever we demanded food, water, soft drinks, hard drinks all time immediately attended without any hesitation and with the smiling faces.
We all given claps for whole crew and we specifically asked all the staffs name to write down in my this review.
We expect Air india to please give them some benefits to those staff, I am writing their names below here.

Flight: A1160-LGW-AMD
Date: 09/04/26
CREW NAMES
1)Vishal thapper (he is genius and very kind chief executive)
2) ERTA FANOJIYA
3) Langlent ombi Thong ame
4) Shashak Shukla
5) Ryan gawadres
6) Harsha mahadik
7) Mihaz shaikh
8) Sana Saifi
9) Shilpa mishra
10) Romona dsouza
11) Újayec bancrice
12) pamla shaka

Special recommendations for all these about crew members who given us business calss facilities in economic class flight.

Thank you Air India

Dear Sir/Madam,

My name is Suman, and I am writing to formally lodge a serious complaint regarding the extremely poor and unacceptable service I experienced while travelling from London Heathrow to Delhi on an Air India flight AI 2018 (Booking Reference: AMHUST, Seat: 3F).

I had booked a Business Class ticket, expecting a high standard of service. However, my experience was completely disappointing, stressful, and unprofessional from start to finish.

Firstly, my flight was originally scheduled for 8:40 PM, and I received an email stating it was delayed by 40 minutes. To confirm, I contacted Air India customer care in the UK. I was given conflicting and incorrect information regarding the departure time, which created confusion.

Around 6 PM, I specifically asked the customer service executive about the latest check-in and boarding time. I clearly informed them that I would arrive at the airport around 8:30 PM (approximately 50 minutes before departure). I was assured that, as a Business Class passenger, I would receive priority check-in and that this timing would be acceptable.

However, upon arriving at Heathrow Airport at approximately 8:25 PM, I was shocked to be told at the counter that check-in was closed and that I would not be issued a boarding pass. Despite explaining my prior conversation with customer care and my Business Class entitlement, the Airport Duty Manager, Mr. Sarvanakumar, behaved in an extremely rude and unprofessional manner.

He refused to assist me, stated that even Business Class passengers would not be accommodated, and shockingly demanded extra payment to allow check-in baggage. This was completely unjustified, as my ticket already included baggage allowance.

When I questioned this, he became aggressive and disrespectful. When I asked for his name and informed him I would file a complaint, he responded with abusive language, saying “bad word” and that he did not care about any complaint. This behaviour is completely unacceptable and unprofessional.

Due to his actions, I was put under extreme stress and was forced to rush unnecessarily. He also instructed the gate staff to close boarding if I did not reach by 9:00 PM.

To make matters worse, I witnessed another passenger with a Business Class ticket being allowed to check in and drop baggage after 9:00 PM, simply because they had an Air India staff reference. This clearly indicates biased and discriminatory behaviour.

Even after boarding, the issues continued. My Business Class seat (3F) had a faulty cabin slider, meaning I did not receive the privacy and comfort I had paid for. Despite raising this with the cabin crew and requesting to speak with a manager, no one attended to my concern.

I paid over £1600 for this ticket and received one of the worst travel experiences of my life. Additionally, my luggage remains at Heathrow Airport due to the earlier refusal to check it in.

This entire experience reflects extremely poor service standards, lack of professionalism, and unacceptable customer treatment.

I have supporting evidence, including photos and records, and I request:

A full investigation into the behaviour of Mr. Sarvanakumar
An explanation for the inconsistent and misleading information provided
Compensation for the distress, inconvenience, and service failure
Immediate assistance regarding my stranded luggage

Please treat this matter with urgency. I expect a prompt and serious response.

Yours sincerely,
Suman

The worst airline with worst customer service advisor
aishwarya !!!!
please dont book air india

Avoid at all costs!!! Wish I could give zero stars. I had 4 flights with them last month and it was the worst flying experience I’ve ever had. Long lines to check in/ drop bags, the planes were incredibly old and falling apart, my screen didn’t work on my 11 hour flight and they offered nothing as economy was full and refused to move me to an open premium economy seat, the food was disgusting and offered just one meal and one snack for the 11 hours. Also experienced god awful turbulence which isn’t their fault however the plane was in such terrible shape I honestly thought it would crash. Tried contacting customer service multiple times and they completely ignore you and refused to respond.

Air india cancelled my flight , it took them 16 days to get me on another flight home , i had to pay for hotels food ect , i contacted air india for a certificate to give my travel insurance , but the statement only said flight cancelled , did not give a reason why ( travel insurance need a written reason ) , so i phoned air india was on phone for 20 minuets , the agent said he would send a link , but this link only gave access to a bot that went around in circles , no live help except by phoning and then sent useless link that does nothing , i am very dissatisfied with air india , i need a written reason to be able to claim on my insurance and they are not giving any support or help , VERY POOR SERVICE

Plane was old and dirty. No in-flight entertainment working on both outward and inwards flights. 2 hours delayed as well. In-flight meals were really sub standard for long haul flights. Flight attendants tried their best in dealing with many complaints. If you want traveller's money you'll really need to do more Air India..

I booked two tickets from New York (JFK) to Bangkok (PNR 99U5N6) for a total of $621.60. Due to safety concerns regarding the current war climate, I attempted to reschedule for November, only to be met with systemic misrepresentation and dismissive customer service.

The Bait-and-Switch:Air India’s official FAQ page and their own on-site AI Assistant explicitly quoted a modification fee of INR 3,000 (~$36 USD) for my specific ticket (Class: YXWDWD, S). However, when I spoke to their supervisor (Case #16898008882), I was quoted an astronomical $1,069 just to change the dates—nearly double the original cost of the entire trip.Customer Service Failure:

March 21: The app offered a mere $15 refund for a $622 purchase.

March 22: Agent Anitesh (Case #38039727) was unhelpful and dismissive of safety concerns.

April 7: After a week of emails proving their own AI bot confirmed the lower fee, Air India sent a final response stating they "shall not be engaging in any further correspondence" regarding this matter.

It is entirely unacceptable for an airline to provide one price through their official digital support channels to encourage booking, only to demand predatory "fare differences" later that exceed the original ticket value.

I have maintained my active booking segments and am now considering filing a formal complaint with the US Department of Transportation (DOT) for unfair and deceptive practices under 14 CFR § 399.80.

Travelers beware: Air India does not honor its published policies and will "ghost" you once you provide evidence of their errors.

This is by far the worst experience I have ever had with an airline. Our total travel time was extended by 11 hours, and the customer service throughout the process was highly unsatisfactory.

We were originally scheduled to fly from SIN to DEL on 6/4 at 09:00, arriving in CPH the same day at 18:40 (local times). Three days before departure, we were informed of a change: departure from SIN on 5/4 at 23:00 and arrival in CPH on 6/4 at 19:40.

We contacted customer service immediately, as this change caused us to lose half a day of our holiday in Singapore, where we had already booked a hotel. We were informed that the flight was overbooked and that we no longer had confirmed seats. Customer service assured us that we would receive compensation, meals, hotel accommodation or lounge access, and that this was registered on our case.

At check-in in SIN, this information was confirmed.

However, upon arrival in DEL at 02:30, the transfer desk initially refused to review our case. After speaking with a supervisor, we were informed that the airport hotel was fully booked and that a visa should have been arranged three days in advance—contrary to what customer service had told us. Lounge access was also denied due to internal policies.

We were instead referred to a single restaurant offering a very limited pre-set meal, which was not adequate. As a result, we had to purchase our own food and spend approximately 10 hours in the airport without rest facilities.

On the final 11-hour flight from DEL to CPH, the in-flight entertainment system was not working at all.

Overall, the experience was characterized by inconsistent information, lack of proper assistance, and failure to deliver on basic passenger rights. Air India should improve coordination between customer service and airport staff, and ensure that passengers receive accurate information and adequate support during disruptions.

I cannot recommend flying with Air India based on this experience.

Air India changed my flight to depart a day earlier resulting in a 12 hour layover and refuses to provide hotel accommodation nor to reroute me on the same day, saying they don't have any responsibility when you book through a third party (which is wrong, they do and they did on my outbound flight).

Long flight delays meaning connection missed. Non compliance with passenger charter. Complaints raised at the time but staff at the highest level in Delhi apparently have no authority to assist passengers. AI could, with correct handling have made a bad situation better and resulted in me being reasonably content however, their handling resulted in a very unhappy regular flyer being prepared to escalate the complaint through legal channels. My experience shows they have 'managers' that quote 'not policy' many times and are not given authority to work outside policy when the situation requires it. When I quoted unless it is AI policy to make passengers late and unable to met connections we are working outside of policy. There was no logical response only the same not policy stance. On a positive note, AI staff are a major asset, give them some authority and training to apply that authority! Stop treating them like computers that recall 'its not policy' and we will have a step towards an airline that passengers can feel more confident in. For now pick Indigo!

Don’t waste your money on Air India!!
Booked Premium Economy and an absolute waste of money
No meal choice when they served the few rows of passengers
Last bag off the luggage carousel at Delhi considering they advertise priority luggage delivery ! Then they tell me that I should have complained at the airport to delay my self even more when I have transfer waiting for me outside of the airport !
Miserable cabin crew and allow passengers to get away with far too much . We had children sat on parents knees with no seatbelts on for landing . Shocking !!!

Absolutely horrendous company, flight from London Heathrow to Phuket, stop in India. Had a flight and every other day was email saying change flight times and had to re book transport to airport. In Heathrow they took so so so long getting people on the plane cause over one hour delay and my connecting flight was gone when I arrived in India.. they took my boarding card and said I lost it.. I said the lady took it and they give me a new boarding card that was 13 hours later 😤 I said so I am to wait here for 13 hours? Yes. The staff was so rude.. the system is completely broken and nobody knows what they are doing. Just completely clueless. My flight back, I was due to leave Phuket on the 3rd of April early morning. I had meals booked to say good bye to friends and have a nice last evening together. I gets email on the 1st of April saying flight schedules change. I was sent a new flight on the 2nd of April.. 1 day difference in flight. Had to cancel my meal and day bye fast and get to the airport. Again.. had to change all my transportation in UK and in Phuket., lost money, time etc..
The flight back was extremely bad.. one stage I was completely put off from flying again. The plane was making some crazy noises., like it was going to fall apart.
Staff rude.. the complete situation was like a bad dream, DO NOT BOOK WITH THEM!!
I’m going to claim compensation, not letting them get away with this.. lost 2 days 2 nights of my holiday and money and stressed.. need another holiday after this situation, BAD BAD company..

Guys avoid this company! Awful experience. Right now all the passengers stuck in the plane that is not taking off, we don’t have clear information why it has been more than 3h delay, no service provided, no snacks whatsoever. We had to ask for water. Staff is saying one reason and few minutes later different reason for delay. Not polite at all which is not helping situation. Level of knowledge how to handle challenging situations zero.

I loved the way air India walkthrough the safety procedure via presenting Indian culture and representing all states (north to south , east to west ) . I guess in new flights the journey would be great with Hd screen . Good initiative.

Long way to go , my support for air india will be there always . Jai hind

I had a flight from Amsterdam to Bangkok bu delhi, first flight delayed missed the connection to Bangkok from delhi... Now im on vacation first they change
The flight again and a week later again terrible company, they changed my flight a whole day instead of flying on the 20th changed it to the 19th with a layover of 11 hours!!!! terrible service customer support is zero.. and they are star Alliance this is sht alliance never fly with them!!!

Nothing positive to say. Delayed flight guaranteed, old stinky planes with broken screens, toilets never cleaned throughout an 11 hour flight, plane food absolutely stinks even the breakfast was a curry omelette. Staff were very rude at the airport after delays that were their fault. 18 hour delay and refusing to pay compensation for the food and hotel expenses. 10 hour delay on the way back too. Wouldn’t recommend to anyone.

Booked Business Class Vienna Dheli Bangkok and back Phuket Dheli Vienna. Seat was not working , TV Screen not working. They refund with voucher 200 euro for a Business Class booking . No money back. Never more booking this airline.

We just landed yesterday march 31st with air India from manila after 3 weeks, firstly on the 10th we went to Heathrow to get our flight when we got to the desk we was originally told us that we should of had a email telling us that our flight had been cancelled till the next day , reason being that our original flight would of missed our connecting flight at Delhi , we said that we hadn't received any emails he then said that's OK I will sort it out for you now , he got straight on the phone then on his computer and called his colleague over which also done the same within 10mins he said all done we have rebooked you with Singapore Airlines you fly in 2 hours . Top service both gentlemen were very professional and polite and very helpful.
On our return both of our flights were spot on with comfort, more than enough legroom, in-flight entertainment was excellent and the food was one of the best iv had on any Airline iv had and the drinks was plentiful, lol the Airline is far better than Turkish Airways and Emirates, the only thing the wife didn't like she thought the toilets could be cleaner but with 8 toilets on board with over 350 passengers on a nearly 12 hour flight they aren't going to be that clean halfway through the flight. I will definitely be booking my next flight with air India... 5* from me ...

Flew from Delhi to London, paid for seat towards the front and isle seat, was given set 39. The cabin crew were great but we were only given veggie meals, when I asked for meat dish I was told they had run out of meat dishes & Air India have no control over this as the catering company decides meals. on screen Entertainment was very limited, this was the worst 12 hour journey I have ever done with any airline.
I will never book with Air India again.

I Sunjay Nayyar (9JPNN3) recently flew on Air India flight AI173 from New Delhi to San Francisco in Business Class with my daughter and I am deeply disappointed. For a 17-hour long-haul flight, the condition of the aircraft was absolutely unacceptable.
The seat adjustment buttons did not work properly. In Business Class, passengers expect comfort and functionality, not seats that barely move.
The in-flight TV screens were completely non-functional on all the seats throughout the flight. On my seat, the screen were powered on but could not be switched off; a blanket was simply placed over them, an absolutely absurd and unprofessional solution.
The quality of food served was far below even basic standards, let alone what one expects from Business Class.

I fail to understand how a prestigious airline representing India continues to operate aircraft in such poor condition on ultra-long flights,it was deeply frustrating and unacceptable. It needs to urgently upgrade and maintain their fleet or else their reputation is at stake for all international travellers.