
Air India Reviews
About Air India
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Air India offers international and domestic air transportation services. Since 1932, the carrier has provided a range of cabin classes and in-flight services. Air India operates from major hubs in Delhi and Mumbai serving destinations across Asia, Europe, North America and the Middle East.
- In-flight meals
- Improvements in customer service
- Frequent flight delays and cancellations
- Inconsistent baggage handling
Air India Reviews
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Reviewed Jan. 9, 2024
Hello Team, Please update us on the status of file reference no.**. I have been calling since Sunday on below no. with no response. **. Also, I have been told to call WhatsApp no. **. I can see that person saw my messages, I requested them to return my call but didn't call me back as well didn't pick-up my call. This bag is very important to us, we have BHAGVAT GITA and 1 GOLD PLATED SHREE KRISHNA PHOTO FRAME in this bag. Please let us know, what you have found in our bag and let us know when we will get it in our bag at our given location. Appreciated an update at the earliest. With Regards! Mehul
Reviewed Jan. 9, 2024
We flew back and forth from Chicago to New Delhi on Air India in late 12 December 2023 and 3 Jan 2024. Based on my experience, I would not give even 1 star rating but unfortunately (1 star) is the lowest you can go. Broken seats, Monitor not working, lights not working, poor cleanliness is cited in multiple other reviews seemed minor compare to my experience on the flight. We paid $2400/ticket.
Here are my experiences: In both flights the soap finished within 15mins of flight start time and passengers and flight crew was using bathrooms without washing hands in 16hr flight. Especially flight crew who is serving the food to people after doing number #2 and without washing the hands. I asked flight attendants for soap in Chicago to New Delhi. They said, "they don't soap, because at Chicago they don't replenish the Soap in Plane". In flight from New Delhi to Chicago flight attendant rudely told me that "they don't have soap". This is very serious concern for health and safety of customers!! Putting $2 soap in the bathroom doesn't cost much to Air India especially when they charging $2400/ticket. 2hours before landing, four bathrooms of the plane were blocked up and dirty sewer was all over the floor, which was very gross.
Reviewed Jan. 7, 2024
Wife and I had an air India flight from Bangalore to Chicago with a connection in Delhi. Flight from Bangalore was delayed. Just before we left Bangalore we got a notice that the 2:30 pm departure from Delhi was delayed until 9:30am. A 9 hour delay, great, all night on an airport bench. When we arrived at Delhi AI was, apparently, trying to segregate Chicago, Toronto (which was delayed as well) bound passengers and put them in a hotel. Not that they announced it, but there was a huge crowd blocking the transfer gate so I asked what was going on. Well, ok.
This is when the nightmare started. After 3 attempts got registered with AI that we were on the Chicago flight. No communication from the staff what was going on. Information was word of mouth from the crowd of confused AI passenger’s. No one really knew what was going on. AI finally said taxis would take us to a hotel. Total mob confusion and pushing as passengers rush to get in taxis. Which taxis? What hotel? Drivers didn’t even know. Twenty minutes later headed for a hotel AI apparently arranged. Never heard of it. Got to a little crappy hotel and a hundred passengers pushing and yelling to get rooms. Nothing was arranged. Where are we ? How do we get a room? How do we get back? A mob of pissed taxi drivers trying to get someone to pay for the fares for all these passengers they just brought over. Turns out that no AI staff even came along.
Fast forwarding through the horror story, 2 hours later, 2:00 am, AI still had not contacted the hotel, not one person had checked in. Passengers screaming and yelling at the hotel staff and each other. Kids crying. Realizing this was going nowhere, Wife and I called and booked another hotel and got an Uber to take us there. Make our own arrangements to get back to airport in the morning. Finally on flight to Chicago. Wife’s infotainment system doesn’t work. UBS ports on our row are broken and taped over. This experience again reflects AI total incompetence and disregard for their customers. If this is how AI handles what we CAN see, it raises concerns how they handle areas that we CAN’T see. In summary, one of my worst travel experiences, thanks AI. We will never book a flight with AI again, even if it is free.
Reviewed Dec. 21, 2023
Air India, now owned by Tata, a for-profit Indian company, seems to believe that it is acceptable to charge for a world-class experience while delivering a well-below-average, stress-inducing experience on a 16-hour direct flight. The mental stress is related to safety concerns evoked by observable damage to structural parts of seats. I have pictures of the poor condition of the aircraft.
If Tata/Air India doesn’t care about cabin integrity and safety issues customers see in the economy section, where on the list of items to care about are things that customer cannot see. For example, are regular maintenance checks of the aircraft and maintenance of systems to ensure safety on this list? Based on the following quote, the answer seems to be a resounding “NO!” “Air India failed an internal safety audit verified by the DGCA, which revealed significant lapses in the airline's operations. The audit found that Air India falsified reports for all 13 safety checkpoints, with unauthorized signatures and non-compliance with mandated checks.Aug 26, 2023.” (Source: **)
My November, 2023 in-flight experience on Air India prompted a list of what to expect and not expect should you choose to fly on Air India. My standard for a reasonable economy experience is shaped by my travel experience on Emirates, economy class. On Air India, expect to pay top tier pricing. I paid ~$2200 for an economy seat in November on a direct flight from San Francisco, USA to Delhi, INDIA. Expect a well-below-average experience that does not match the price of the ticket.
Do not expect to feel safe on the flight in the event of severe turbulence. The frame of the seat in front of me had two cracks that went all the way through the frame of the back support, making it seem like the seat could break under stress and fall in my lap. Interestingly, I was relaying my experience to a relative who said the seat ahead of hers actually fell on her during a flight on Air India.
Do not expect to be safe on an Air India plane. This applies to all passenger classes. As indicated by the August, 2023 article cited above, maintenance of the aircraft to ensure safety for all customers is not a basic priority for Air India. Do not expect a comfortable seat. Do not expect the seat to recline. Do not expect to fit in your seat if your hips exceed 39 inches. Do not expect your food to be cooked well. Do not expect a functioning entertainment console. If you’re traveling with children, good luck. Do not expect an A/C outlet and/or USB-C charging port. My seat had a USB-A port, which did not work. Do not expect world-class service in economy for many, many years. Tata has targeted its transformation for above economy class at the cost of the economy experience.
Do not expect your economy experience on Air India to make you feel proud to be of Indian origin. I was literally embarrassed by the condition of the plane. How could Tata, a company so advanced in so many ways, contributing to the most advanced economies of the world, not be able to get the basics of customer service, cleanliness, hygiene, and equipment maintenance right? If you are of Indian origin and are looking for things to be proud of, look elsewhere. Based on my stressful in-flight experience and the fact that maintenance of the aircraft to ensure safety for all customers is not a basic priority for Air India (see article link cited above), I do not recommend you fly with Air India.
Reviewed Nov. 30, 2023
SFO-DEL is a 16-hour nonstop flight and it is expected that the quality of service would be highest on this long flight. Air India flight rates very poor compared to Emirates, Turkish, Etihad or any other airlines on this sector. The only positive is flight time- 16 hrs to Delhi. Seats are broken, Toilets are not as clean as expected, In-flight entertainment works on very few seats with majority nonfunctional, food quantity and quality is poor, snacks are very rare to find, staff is so so. Even drinks selection on flight is very poor. I will say except being non stop flight, there is nothing good about this Airlines. Overall despite TATA takeover, no change is seen. I doubt if TATA can make this airline turn around. Most Expensive Fares amongst all Airlines, Yet most poor service. You will feel cheated, looted.
Reviewed Oct. 23, 2023
It was my parents, my sister and I. We all flew business class from Newark to Bombay. The comfort, the legroom, and the cleanliness was unspeakable. However, the food I was very highly dissatisfied with. They started our journey with cold baba ganoush, and cold hummus with hard bread. I would like to say as I looked around 65% of passengers were elderly. That as a starter no one seemed to enjoy. Out of the Asian elders did not even know what baba ganoush was. An elder couple behind me asked them to help me with their order as they were wanted veg only. I was happy to help.
For the main course, it was an option between paneer or millet steak (vegetarian). As the air hostess was coming around to take our order, she tried to convince me and my family to order the millet steak saying it’s very good. I told her I would not like that, and I wanted the paneer. After two mins she came to inform us they all are out of panner and the rest of us will get millet steak. I was seating in seat number 9; I couldn’t imagine why we paid so much more for business class; when we didn’t even have a choice what we want as a main meal. The millet steak was so disgusting. Everyone behind me and towards the back of business class was upset.
Finally towards our landing, we were served frozen chat and a “veg grilled sandwich” which was in fact only bread and cold squash in it. It was making me vomiting because it was so bitter and tasted slimy and tasteless. The whole food experience was disgusting, I wish I could have at least one good item, the desserts were cold and too sweet to eat.
Reviewed Sept. 26, 2023
Had to fly from Kochi-Chicago. Transfer in Delhi. Reached Gate number 26 for boarding. Came to know flight delayed by 9 hours. No information was shared on email regarding the delay. No accommodation nor food coupon provided at the Delhi International Airport. Sat for 9 hours like a homeless in the airport waiting for the boarding to take place. Inflight experience: Broken trays, no TV flight entertainment, no juices and water provided, economy passengers treated like **. In Chicago Airport baggage took one hour and thirty minutes to come on the belt. No Air-India staff was available. What a horrible travelling experience. Air-India is like a tuk-tuk now.
Reviewed Aug. 9, 2023
Purchased United Airlines Ticket which clearly indicated 8 check in bags were allowed, 2 per passenger and had a code share flight with Air India which was the first leg of travel from New Delhi, India to London, UK where they denied one bag for my Infant and wasted my time which could have leaded to miss my flights and caused lot of inconvenience to my baby 7 months old and I was being forced to pay for the 8th Bag which they charged almost 3 times which is the normal price of an additional bag.
My source of truth was the tickets issued by United Airlines which clearly indicated two bags for my infant which they bluntly denied. Worst experience Ever and I cannot even think of trying Air India again in future. They have staff of Babu's which go with their own pace, took almost 1.5 hours just for check in process and getting forced to purchase that additional bad when I was second in queue. Fun part, During flight, Air India did not had stirrers to mix sugar in Tea, upon asking they gave another cup and said mix it by pouring in this cup. :) Can't imagine how bad they are at their job.
Reviewed Aug. 6, 2023
Air India delayed our flight over SIX hrs. Family of 4. They provided no food or drinks. We weren't allowed to leave the airport as we were in transit. They delayed the flight due to operational needs (waited for connecting passengers). And are refusing compensation. The bathrooms on the plane were disgusting. Pee all over the seats. ZERO toilet paper, ZERO paper towel and Zero tissues in all the bathrooms. With used toilet paper all over the floor. Due to this delay we missed our connecting flight and had to rent a car to drive home.

Reviewed July 17, 2023
Sometime around 2017 I got the patriotism bug. After avoiding Air India like a plague for years, I decided to travel with Air India. Well the first time from SFO-CCU and back wasn’t bad. However, as the years have progressed, Air India has gotten progressively worse. Yes, Air India seems to have gotten worse after the takeover of Tata.
Without recounting every horror story that I have about Air India, I will simply, and briefly share my experience with Air India flying back from CCU to EWR on June 30, 2023. As we got to the airport I was prepared for the rudeness. The staff members of Indigo, Spice, etc., seemed to be treating their customers in a friendly manner, however, Air India staff seemed just sad, and pathetic. So then we get on our flight from CCU to DEL. The food is inedible, the AC doesn’t seem to be working, and the flight attendants were missing for the rest of the flight. Okay, so then we get to Delhi.
Now, I don’t if it’s just an attitude issue, perhaps something cultural, in Delhi, or Air India. But Air India staff there are not only rude but also just pathetically incompetent. Somehow, I got called in for “a secondary inspection.” Apparently having a Zippo (without fuel) is not allowed by CISF. Anyway, so after being harassed by them, I get back to the gate and the Air India staff has somehow lost my boarding pass, which they had kept when I went to see the CISF people. Instead of apologizing and reissuing a pass two Air India staff kept arguing with me that they don’t have my boarding pass. Finally, they find it. Again no apology.
So, I being exhausted, get on the flight. This time I had made sure to get on the flight early, since on my way to Kolkata, they could not find a space for my cabin luggage so I had to store them in two different overhead bins. So I was relieved when I saw the overhead bins empty (I had booked extra legroom seats). However, the moment I start putting my luggage, an anxious flight attendant runs towards me and starts scolding me. I inform her that it was my seat and I will keep my luggage there. She proceeds to tell me that the overhead bin is reserved for “oversized baggage.” So at this point, I lose my cool. So, let me understand this, instead of enforcing the rule regarding baggage size and weight, like a normal airline, Air India has decided to punish passengers who ARE following the rule. Anyway I told the flight attendant that I will be keeping my bag where it is and that’s that. She mumbled something about people bringing 4 bags instead of 2. Whatever!
However, somehow this flight attendant seemed to be the one serving my seat for the whole 14 hour flight. As expected the in-flight entertainment system did not work. Funnily the guy seating beside me had his remote literally torn off from his seat. He also said that he got very sick from eating Air India food before, so the guy literally didn’t eat anything the whole 14-hour flight. However, I regret eating the pathetic food that Air India provided. I kid you not, the salad they gave was literally rotten. Didn’t they know that Mayonnaise rots very easily, and DOES NOT need to be warmed up?
What was worse than the food was that the same flight attendant kept pushing my buttons throughout the flight. At some point, like a good passenger I had kept my trash ready to be given back to the attendant after dinner. However, when the attendant came, she seemed agitated, gestured toward the front of the flight, and said “You can throw it in the trash bin.” Really? So, Air India is quite literally punishing passengers who follow the proper etiquette of flying. Same flight attendant, later in the flight. Cut like 5 people waiting in line for the bathroom to go use it herself. No apologies and no thank yous, again. By the 7th hour the hand soap had run out, so when I went back to inform the flight attendant, the same rude flight attendant, after ignoring me and asking me to wait like 5 times, finally told me that they had no “reserves” of hand soap. Really Air India (Tata?)? Indian Rail provides better service than you, apparently.
So let me understand this, the flight have gotten worse (literally in the last 6 Air India flights that I took the inflight entertainment system did not work), the food has gotten worse, and is giving people food poisoning. On top of that, the Air India staff have somehow become ruder, and more pathetic, after a takeover by TATA. So, hey Air India, why do you think you get to charge premium prices? The only reason anyone ever flew your pathetic, Airline, and dealt with your uncivilized rude staff is because you were dirt cheap. But somehow you think now you can charge Emirates prices, based on the TATA brand, but provide service standards that are lower than the local police station in India. Sorry, I won’t be traveling with Air India anymore. Patriotism has its limits, and while I can put up with anything I cannot put up with bad service from uncivilized, and untrained flight attendants.
Reviewed July 10, 2023
Expected good service with Air India after it took over by Tata's Me and my wife flew from Newark to Bangalore. To start with Food quality served was bad. No way close to Indian Standards. Didn't have problem to reach Bombay non stop. But problem started with Air India flight to Bangalore. Original schedule was 4:00pm, but they changed departure time 3 times. The departure time moved to 9:00pm. We landed at 12:00pm, and 9 hour waiting for the local flight is insane. My friend told me similar problems for him with Air India. Now I am so sorry I didn't pay attention for my friend's advice. In future, I will not fly this Airline as well as I don't recommend any US traveler to pick this Airline.
Reviewed July 9, 2023
My wife was returning to Newark from Hyderabad via Delhi. Her travails started in Delhi airport. She had to go through the process of getting the free Wi-Fi coupon for a long time and so she was not getting updates from Air India. The monitors were showing the departure time as 2:25 am and when she went to the gate at the sched dep time, she was told that flight got delayed by 12 hours. She was told that she had to go to another agent to get hotel accommodation. All this took about 3 hours and she was running from pillar to post. After she boarded the flight the next day, to her surprise she noticed that the Inflight entertainment was non-functional. The chairs was rickety and dirty. Not a pleasant experience at all!!! Tata's please wake up and smell the coffee! You have to work customer service. Otherwise ...

Reviewed July 4, 2023
Updated on 07/31/2023: Recently I posted a comment about Air India. After my post, one of the management person wrote me that the e-mail communication was not received. I checked the e-mail address and was the same. That is the only excuse they have and not help offered. I booked the same business class with one of the best airline for less than Air India price.
Original Review: I was looking the Air India website and seen low ticket price. The next day I booked the business class ticket without checking the price thinking about the price I have seen. Remember I am an old senior citizen. When I checked my credit card, noticed they charged $250 more than the advertised price. I contacted customer service and management and received no help. I canceled my ticket lost another $300 towards cancellation fee. I received only excuses from the customer department did not try to accommodate me. No more Air India.
Reviewed June 30, 2023
I bought my ticket to USA online. Later I also got a cheap business upgrade through Air India website. They immediately charged my bank account but never allocated a seat. I have been trying to contact their customer service and have spent 7 hours with at least 7 different agents but all in vain. They have not allocated me the upgraded seat yet and claim that there was a technical glitch. I have been tossed from one agent to another. To make it worse, none of the senior official have contacted me yet to understand the customer pain. It’s the most pathetic service I have ever seen in my life. Shame on you Air India for looting people like this and causing them unnecessary stress.
Reviewed June 21, 2023
We were coming back from our vacation and unfortunately, we got the BAD airline (Air India) connection from Delhi to the United States (Texas). This is very disorganized airline starts from the airport, they do not any system to handle their passengers, and all the counters are messed up handling all domestic and international passengers on the same counter, which creates all kinds of baggage issues.
We are international passengers and we are allowed 2 check-in luggages for each passenger, but they gave us a hard time and wanted us to pay for the second luggage, I think This cheap airline is trained to give you a hard time at the check-in time and want you to pay you for the second luggage. They wasted a lot my time at the counter. All of the staff is very incompetent about their job and rude. I will never travel with this airline again and do not recommend anyone else to travel on it. Also, They treat all the passengers like animal, Some poor passengers do not speak English and these staff take advantage of them, especially those who are travelling first time.
Their flights are always delayed from Delhi Airport because they are not skilled or prepared for it. It was a very terrible breakfast on the flight, it was stinking, in my understanding, they have no respect for any human being, I Thing this is how they are brought up in their life. They are only concerned about making money but not delivering services. I am a frequent flyer and I will never travel with this airline ever again. I hope someone will read this and take an action on it.
Reviewed June 19, 2023
My mother in law was traveling alone from Delhi to Toronto. We specifically booked this Air India flight 19 June 2023 by canceling one via London (British Airways) so she doesn't have to go through a lot of checking and security by herself, As she is not the frequent flyer and still learning English language. She did all checking at the airport security, Immigration and all. She reached to the boarding gate and was waiting for the boarding to start. Before 1 hour of flight departure, two gentlemen in Star Alliance (Air India) uniform started asking each and every traveler for their documents. They asked my mother in law for return ticket to India as she was travelling on visitor visa. She did not have return ticket because we had not booked one, so those two guys denied her aboard on plane and took her boarding pass for the flight. After this incident one them said, "Go book for the return ticket otherwise we won't let you aboard this plane."
Who gives authority to these staff members of the airline to decide whether a person can aboard a flight or not depending on return flight? If Immigration does not have any concerns then why these people are bothering travelers. In opinion airline needs to reconsider their policies and train employees for customer service and not for customer harassment. This act by those two officer was horrible and unacceptable. They should be identified and reconsidered for their employment. Either they do not quality for the job or misusing their authority to make money in cash at the airport from customers. Maybe they are thinking if we do such things people will panic and give them bribe to aboard on plane. It is my humble request to Air India to do the thorough investigation on this matter and please see act promptly so that this kind of behavior do not happen again. Thank you.
Reviewed June 16, 2023
I booked my ticket back in 2021 and they cancelled the flight, since then I am waiting for my refund. My tickets were booked via Flight Network, and as per them Air India is not issuing the refund. If the company cannot refund money in 2 years then what kind of operation it's running. Shame on you Air India, taking people's money without providing the service is a fraud.
Sushil
Reviewed June 6, 2023
Where do even start? Lack of communication? Incapable support staff? Poor execution? We had our trip booked 6 months in advance. 24 hours before trip, we got a text message saying our flight is delayed by 6 hours, later even more time. Because of delay, our connection from Delhi to MAA is delayed by almost 24 hours!-- 0 reason given!
What's worse is..they sent a note with 2 options, accept or cancel!.. Cancel with refund? Or resched? NOTHING. So, called Orbitz, they booked us on a different flight (AI still) to Mumbai and then to MAA. Everything looked fine, we were able to verify our confirmation on Air India's website, got email confirmation. But to our surprise, in 2 hours, entire ticket disappeared!! Called AI, no help. Called Orbitz, then did it again, BUT again in 2 hours, all disappeared. AI blamed orbitz and Orbitz blamed ai.. End result ticket cancelled!,, We were scrambling to buy last minute ticket from another airline.. This airline should be shut down. Bunch of incompetent idiots.
Reviewed April 27, 2023
We had a flight AI126 from Chicago to New Delhi on April 22nd 2023. I was accompanied with my 4 year old son. My son was super excited to go to India and he said I will watch TV and play games to kill the time since he is not comfortable with long travel. Our seat number was 22K and 22J. To our shock, the seat was completely broken, no headphones were working, the touch was off and the button to adjust the seat was also broken. So, just imagine how does it feel when you are told that you have to sit in upright position for next 14 hours.
I am taking Air India off my list now, never ever travelling back in Air India again. We complained to the Air Hostess, she said, "Yeah can't help it, I will reboot the system, there might be some technical glitch or let me find some other seat for you" but she did not do anything. I felt like jumping off the flight, my son was crying for the screen to play some games but I was so helpless. The customer service is also upsetting. I asked for a beer and she handed over Bira to me without asking which one I would want. I asked to exchange so she did with Heineken. Such a miserable experience.
Reviewed April 25, 2023
Had a United Airlines itinerary - flying Delhi to Dubai on Air India and then to the US on United Airlines...allowed 1 check-in bag plus extras at $100/piece. Air India refused to follow baggage protocols on my itinerary; They also refused to follow their own baggage rules when I pointed to the info on their website. One bag was checked in with no issues, an additional oversize package at 8 kgs was supposed to be $15/Kg, charged $370. This package was less than 158 centimeters in total length (less than allowed max), (This package was received at at my destination broken in pieces). I was also not allowed to carry-on my bag which was 4 kg overweight, straight refusal and forced to check in as well at $240 charge. I was also told that it was my choice if I really wanted to fly today as intended or I would need to buy a new ticket to return home in the US.
Check-in agents were shocked at charges laid out by their onsite supervisor. The first guy decided to go on break and the second person raised her voice at the supervisor appalled at his behavior. Initial quote was $130 but ended up paying $609.71 in baggage charges that are equal to INR 51,800. When I filed a complaint today, their customer service agent verified that the charge should have been $15/kg for the additional package as stated on their website and no other charges were necessary.
Inflight experience was very poor in regard to entertainment screens and/or remotes not working - changed seats three times but ended up flying with blank or frozen screens. Inexperience was evident as far as the in-cabin staff were concerned with no help from them. I do have to mention that this was a very unclean/stinky Dreamliner aircraft. What did not make sense to was that I was asked by the onsite supervisor if I was a US Citizen…! Surprisingly enough, TATA has taken over this airline...service is still at its lowest...
Reviewed April 7, 2023
I will not recommend Air India to anyone, customer service is terrible (bad attitudes), takes forever to get anything done, Can't imagine such a worst service I would recommend to not to travel with Air India even if they provide free tickets...Worst flight ever.
Reviewed April 3, 2023
Hi, I recently booked a flight with Air India and as per the itinerary I reached the airport and stood up in the line and when I reached at the checking counter after looking at my ticket the rep. simply directed me to the manager working on that day “Rahul” not sure what was his last name though. I was informed that the flight has been cancelled from Tel Aviv from where I had my connecting flight. After all the trials and everything I was directed at the reservation counter of air India and assured that I have received the refund on profile but need to contact agent who booked my flight because amount goes back to their account.
NOW!! for almost an year of a try they have not initiated the refund and the ONLY REASON they have is of NO-SHOW?? Literally there’s no other answer they have which is clearly they are lying and basically scammed me for such a huge amount!!?? Am definitely not gonna leave this matter so easily if I have to file complaint at Canadian court. Will do whatever I can to punish these shameless scammers assigned positions at AIR INDIA.
Reviewed Feb. 19, 2023
I had a very bad experience with Air India in 2003 when we were left stranded in Paris with my infant son, and faced the complete apathy of the crew. Since then I have avoided Air India even if it was the cheapest airline. After the TATA take over I was excited and wanted to try Air India again, so booked a ticket from Newark to Bengaluru via Mumbai. The flight was cancelled at the last minute, and I was put on a flight from NewYork JFK two days later. Then again the flight was postponed. I hear from other passengers that these cancellation are common. The front office customer service which bears the brunt of customer dissatisfaction, was quite helpful, but I think it is the management that has to improve.
Reviewed Feb. 17, 2023
I have flown Air India as much as possible in the past 35 years, say 70 pct of the time. Not always the perfect experience but then which airline gives the perfect experience 100 pct of the time? Anyway, flew Air India for the first time after Tata takeover on Feb 15 2023 from Newark to Mumbai. Flight took off 5 min earlier than scheduled. Full flight in Economy. The flying was excellent and smooth - takeoff, landing and turbulence handling all very expertly maneuvered. The service was equally smooth and efficient. Air India staff was always the best and still is. The toilets were clean throughout the flight. I saw a staff cleaning a toilet.
The food was excellent, Air India food was always the best, and still is. Seats were comfortable. Air India seating was always less cramped compared to other airlines, and still is. The aircraft was old so the entertainment sets were not working. But to me not a deal breaker with so much else going well. With the new fleet that will also be fixed. As the pilot said after every announcement, Namaskaar and Jai Hind.
Reviewed Feb. 17, 2023
We have so much love and respect Tata and hence chose this air-line. They cancel international flights (AI144 from EWR to BLR for Feb 17th, 2023) with less than 21 hours in-advance of the scheduled departure. This has turned my world and plans upside down. Who is going to take accountability for our loss? Why penalize people that trusted your company? The customer service people are useless and not able to get a manager even after calling so many times; Their turn-around time is supposed to be 1 to 4 hours and still no call even after 6+ hours. Why no punishment for not-following process and procedure? Why make civilians cry for selecting this air-line? Why not take responsibility to make alternate arrangements for cancelled flights based on needs? Air-India is a disorganized, and a non-customer friendly company. I do not recommend this airline to anyone for contingent travel needs.
Reviewed Feb. 16, 2023
I had a very good experience with the Air India customer care services. My domestic leg flight AI 425 got cancelled, the airlines company made sure to inform us ASAP but still it was an inconvenience for us. Then by contacting the travel agent from CheapOAir they were charging us for the cancellation. Then upon contacting the Air India customer care number provided in the website, we got a chance to talk to a representative named Supriya, she was very polite to us and answered to every questions we had and she also made sure to switch the domestic leg without any additional cost as mentioned in the policy and emailed us the flight ticket. Thank you Air India for following your policies and for the best services you provided.
Reviewed Jan. 23, 2023
I booked Air India flight for my Mom from Toronto to Delhi with wheelchair. She is asthma and arthritis patient. At Pearson airport we requested many times for wheelchair but their rude staff keep avoiding by saying that we gonna provide after Check In, after Security Check and so on. My Mom was out of her breath but they still did not care at all.
Reviewed Nov. 25, 2022
Don't ever fly with Airindia again. Strange airline ever I had seen. I reserved ticket for my parents. It been 38 hours of delay due to technical issue. They keep changing schedule on 23rd Nov they transferred them to hotel in Chicago USA, but no facilities of food and most terrible thing is even though they wasted their 38 hours in Chicago, In connecting flight they are getting hold of more than 17 to 20 hours in New Delhi. Really **, airindia not able to arrange domestic flight within India from New Delhi to Vadodara however to reach Vadodara It takes 1 hours and 45 minutes and for that they have to wait 17 hours overall does it make sense? I called airline helpline thrice but not getting any resolution. I asked for assistance for my parents because my mother needs wheelchair because of body weight and leg pain. This is a terrible experience I have had and that won't work.
I have travelled lot more times in different airline except air india for myself but this was the worst experience ever. Therefore, the journey to India would take more than 73 hours in total. I previously had a problem with another airline, but they quickly resolved it by offering me a reimbursement to book another flight because they care about their customers, but Air India won't. I will tweet and post fact reviews everywhere until I receive a resolution in these matter so that people can see the truth. Due to this issue, more than 100 individuals are losing time and not able to attend their relative funeral, marriage and other events and the huge airline company Air India is unable to arrange a flight to transport them. Crazy. Thanks
Reviewed Sept. 12, 2022
My flight from Chicago to Delhi was delayed by 3hours. They told us after we were already in flight that there’s technical difficulties. There was no drink or food provided during this time. Lot of seniors were traveling in the flight. I wonder what they might be going through. So total duration of the flight was for 17.5 hours. I got brush on my legs for sitting so long hours. You can even get a stroke for poor blood circulation from sitting so long hours. Seats were horrible, eating tray was broken. Service was pathetic. While coming back since it’s a long flight I booked seats next to exit with extra money. They changed my daughter’s seat without my approval to somewhere away from me with strangers. Also they mentioned they will refund my money which I’m still struggling to get a refund.
Reviewed July 6, 2022
Travelled from Paris to Delhi on 3rd June 2022. Our flight got cancelled after waiting at runway for 5 hours and they left us in airport for 24 hours without food, water and accommodation. No boarding pass, further communication and follow up with us...we somehow managed to reach the gate on next day and reached Delhi. Our bags yet to come...it is been more than a month. I tried to reach their customer support by phone and email and they never respond. Sometimes they pick up phone (very rarely) and then say will get back to you...that's it.
Reviewed June 19, 2022
I am really bugged to find the poor and unsupportive services of Air India. I was travelling along with my wife and 82 year old mother from Delhi to San Francisco on 15th June having confirmed seat 30c, 30d and 27d. On getting the boarding pass the seat nos we’re changed saying that some other passenger has paid for them. I compromised but then on entering the boarding gate again the seat nos were changed and still the same reason. The person concerned said that he cannot do anything and I can report to any person. Who can answer me now? Is any explanation available. I am now worried because I have return flight on 4th July and if same is repeated then it will be torture. Can the CEO air India do something. My Booking no **, tkt no **, **, booking reference **. My details ** email **.
Reviewed June 15, 2022
We know that getting 2 - 3 hours early to the airport was our responsibility, but some reason we did not make it. We were at the airport half an hour before the booth close. The employees standing on the end of the line not let us get in to the line because we didn’t have the Air Suvidha form filled for whole family even though policy say you complete the form before boarding but anyway they sold our seats to standby people and they didn’t let us check in, they didn’t help us book next flight. When we called customer service they told us the airport employee put us as no show, first of all they said their system is down due to update, after hours of trying to call customer service They told us we have to call the third-party wherever we got the tickets from even though they didn’t have nothing to do with it.
We called again and employee told we have to pay the penalty and the new ticket. We tried to talk to the manager and he did not do anything and he told us somebody will call us back but it never happened and the manager wrote something in the system. All the customer service employees were lying to us saying, "Your coming back flight is confirmed." They will never told us the truth that in order to use return flight we would have to pay the penalty or get another ticket from them, we figure that out when we were returning and they wouldn’t let us check in because they were saying, "You have to buy a new ticket," but customer service we called hundred times they never told us that. According to customer service they even confirm our return flight and send us email of confirmation. When we trying to check in the employee told us, "Come later. Our services are not open yet," after they check our tickets.
Down the line another employee help us get check in and told us to go to ticket booth. They will help us, but they were no help. Basically they want us to buy brand new tickets for about 2000 dollars apiece. Moral of the story customer service did not guide us through the process and we 5 of us have to get new tickets for going and coming back to US. They kept our originally bought tickets and top of that they were selling us ridiculously high price tickets, we did not give them our business. Customer service is sucks, bunch of lies, they hang up on us so many times, we would never fly Air India again. We will ever never recommend this airline to anyone.
Reviewed May 10, 2022
It seems that #Airindia is the airline of the medieval ages! They are not up to date with the latest rules and policies applicable internationally and the incident that happened with me just proves this fact. My husband and I were traveling from Delhi to Dubai AI 915 on 8th May and we both have valid UAE Residence Visas. Since my husband had a renewed passport his residence visa was stamped on the older passport and his new passport was attached along with it.
The heights of frustration and stupidity arose when the Air India staff at the check in counter did not issue a boarding pass to my husband as the visa is stamped on the older passport and not the new one (note he was carrying both his passports). They wanted us to get the GDRFA Approval from the Dubai Government. This approval has long been cancelled and is not required anymore. Even after a lot of reasoning and arguments they refused to issue the boarding pass. In the meantime I enquired with other airlines as well but none of them said that this approval is required (Even Emirates Airlines). Even though #AirIndia has issued my boarding pass they did not let my luggage go through. I had to shout and argue my way through to get it checked in. The lady at the counter Ms. Vandana was giving all sorts of excuses and was not at all cooperative.
Finally, I had to pay huge amount to book another flight instantly for my husband (where his travel was hassle free). Since, I have written so much I also need to add that the Air India in flight AC which I was traveling in wasn’t working, the tables were not there on the seats, the entertainment system was broken (mind you it was a full flight) and I wouldn’t want to waste my energy on the service! It is fair to say that they should not be flying and no wonder the airline was in loss and might prove to be a loss making investment for the TATAs. As obvious you can’t expect Ratan Tata to bail you always! Although I support Tata as an Indian but I felt sad to be travelling in their flight.
Reviewed April 24, 2022
AirIndia has been harassing us and trying to steal 10000 USD from our fully refundable ticket. We cancelled (fully refundable ticket) in December 2021 well before the departure and has been calling ever since for the refund. We filled out all the required forms multiple times, emailed, called and talked to the refund escalation department many times. They always assured the money will be refunded in 21 days and that never happened. Every time we called it felt like we are in square zero again. Looks like they want us to give up and steal our 10 thousand US dollars. Never trust them for refund in case you cancel (refundable) ticket. No other airlines in the World has harassed us like this. They seem to be either inept or fraudulent.
Reviewed April 13, 2022
Airlines says that there is a replacement flight on 14 April, however given the horrific experience we have to wait and see.
Reviewed April 7, 2022
The Flight from JFK to Del is 14 hrs long flight and they are not providing enough food. Whatever less food they provided, it was uncooked. 60% of the TV was not working and when you ask they show anger. They were out of clean blankets and when asked they say we have only used blankets. Similar services they are providing in Business class too....Can't imagine such a worst service. I would recommend to not to travel with Air India even if they provide free tickets...
Reviewed March 22, 2022
Our flight was cancelled at 12:30 when all customers were waiting for boarding which is unacceptable and alternative flight was Also not arranged which is completely zero tolerance.. Refund is not the solution for this as we have value for our time. And alternative should have been kept in case of technical issues.
Reviewed March 20, 2022
I had travelled many times on this airline and most of the time experiences had been negative. Only reason to travel through this Airline again had been, if someone with had booked his ticket before mine. I booked two tickets last year to travel to India in business class, however due to COVID surge and US GOV advisory/CDC recommendations; had to cancel the travel. Air India, refused to acknowledge COVID pandemic and charged the penalty of >600 dollars. I have not received my remaining balance yet!!!.
The staff does not want to help the customers at all and are the most uncourteous people, who don’t have any sense of customer service. I don't know if they don’t have software to help the customers (That case it’s a disgrace and would be not an acceptable explanation to a software proficient country) or they simply don’t want to help at all. I am hoping that the new owner TATA Group, retrains all their existing employees or hire new ones who are willing to serve customers. Thanks.
Reviewed March 14, 2022
I am horrified! I've never been treated so badly in my entire life! I showed up for my flight 3 hours early. When I went to check in, I was asked if I had filled out the Air Suvidha form. I had not, as I had not been notified by Air India that this form was required, and I looked all over their website and found no mention of this form. I have been to India 4 times before and knew to have all my pertinent documents with me, which I did, but nobody told me I had to upload them to a special website. Filling out the form was impossible to do on a cell phone, I couldn't get the documents to be small enough, so the form kept being rejected. There was nobody there helping all the people who had not filled out the form because none of them were notified in advance.
There were a half dozen of us that were not permitted to check in because we were unable to complete the form on our cell phones, among those turned away were an elderly couple and a young couple with an infant baby. This is totally unconscionable! The couple with the infant baby asked if they could at least be compensated with a hotel room, and the heartless Air India employee behind the counter said, "Sorry there is nothing we can do for you." Then to add insult to injury, when trying to rebook the flight, Air India is charging a $300 no show fee. This airline doesn't care in the least about customer service. I will never book a flight with Air India again. Do yourself a favor and book with a different airline.
Reviewed March 13, 2022
Due to manual handling VIP polycarbonate trolley bag broken in a very bad manner. Complained at the arrival but don't know how soon the action will be taken on this. I should think twice before choosing Air India flights hereafter.
Reviewed March 11, 2022
I will not recommend Air India to anyone, customer service is terrible (bad attitudes), takes forever to get anything done, the airplane itself is terrible, the seats are taped where there is holes on the armrest, seats are not comfortable, and are all stained, bathroom smells like public bathroom, audio and video did not work on many seats (the airplane was empty so I moved to deferent seats since I had a long flight, mine was not working, if the video worked the audio did not). The airline flight staff was polite, no complaint about them.
Reviewed March 9, 2022
I came to India by this flight.. I did not receive my luggage and many more person did not receive their luggage.. They only say to fill the form you will receive your luggage at your home.. How they can be so irresponsible. How they will send each luggage to every person.. And how much time will they take it for.. They will send or not?? Worst flight ever.
Reviewed March 3, 2022
My wife's with my Infant, flight was delayed 5 hrs from the actual arrival time so the domestic connecting flight missed and next flight after 10 Hrs at the airport. No food and no proper accommodation were provided because of their mismanagement and my wife had to sit the whole night with luggage and our 8-month child at the Delhi airport bench. Complaint on the airline's website but after 1.5 months also no acknowledgment of their mistakes nor a simple reply back.
Reviewed Feb. 9, 2022
I cancelled my two tickets in Dec 2021 (Last year). Even after 60 days of cancellation, they are not yet refunded the money. Not only that, whenever customer care was contacted, they pick up after 30 to 40 miñ and will transfer call to another guy and these things goes on. All these things are happening due to lack of accountability and poor management.
Reviewed Feb. 1, 2022
Airline staff at airport is not available at counter & is missing even 1 hr before departure of flight. Due to which I didn’t manage to board the flight. No customer service available even after calling continuous for 10 hrs.
Reviewed Jan. 30, 2022
Worst customer service, I was trying to reschedule an international flight. I made several calls to customer service in Delhi. Was put on hold for different times and finally the phone was hung up each time. More than 3 hours wasted. They had same agent using different name like: Bhagyashree, Needa, Satya, Rahul. The officials should seriously hear to the recordings. Horrible experience, I would not recommend to anyone, RIP OFF. I doubt if Tata taking over would do any good, people are corrupt and do not want to work.
Reviewed Jan. 28, 2022
They are so stupid and there to steal money where possible. I bought ticket and due to covid test RT missing in pcr stupid employees denied it (agreed). But they denied boarding and reported no show. That was crappy part. Next day they actually cancelled all itinerary. Be aware of such scam airlines.
Reviewed Jan. 19, 2022
Have already spent 3 days - 10 cumulative hours to change my flight dates. The customer support says that they can't do anything and forward to their ticketing system. It keeps coming back to customer support-level1 guys. 20-40 mins to go to a customer support person, wait another 40 mins for ticketing department and back to CS. In 3 days the cost of ticket has increased by 30%, which I will have to shell extra, if ever I get connected with their ticketing system. Horrible system - words cannot describe. I am cursing myself for buying Air India tickets. What was I thinking?
Reviewed Jan. 19, 2022
I had booked a flexi flight because I was expecting changes to my planning due to covid. The website allowed me to change the flight once, but for the second time I had to call customer support because the website didn't allow it. In total I spent 5+ hours on the phone, having more than 10 calls in which the customer support hung up on me without reason every time. There's no way to change my flight or get my money back. It feels like they on purpose make you wait for an hour before they hang up because they are making money of these calls. I will never fly Air India ever again.
Reviewed Jan. 14, 2022
The customer service is so worse that I will suggest people please don't fly with Air India. I am trying to rescheduling my ticket with customer services, 1st we have to wait for 20 min on call to connect with them. After connecting to them they disconnect the call and said us that there is a server issue. So my suggestion is that please don't travel with Air India ever.
Reviewed Dec. 29, 2021
Recently I had a very bad experience with Air india customer service. I want to share this with others who may be planning a trip with this airline. I came to New Delhi from a US airline and chose Air india (unfortunately) for my DEL to Bhopal travel. The economy class service was terrible and extremely poor, mask mandate was not in place, only few people were wearing masks and the flight attendants did not even care. So I upgraded to Business Class for my return flight from Bhopal to DEL and wanted to make schedule change. It took me three 70 minutes phone calls in futility to finally connect to the reservation office just to see that the call was dropped.
Finally I had to drive to an Air India office at the Bhopal airport to get my ticket changed. Wait! That was not easy either. It took the agent 1-/12 hours to make the change. You know why? Well, it was my fault that I upgraded to Business Class! That takes “ complicated” analysis to figure out the change fee and by the way “the net is very very slow and they also have to attend to other things while working on my rescheduling”. The change fee was Rs 3360!!
I hope and wish luck to Mr Ratan Tata who will have a challenge on his hand to get Air India turn into an airline which can compete with first class international carriers. By The way, it took me a total of only 5 minutes for rescheduling my business class ticket to USA and no change fee on my favorite US airline. I hope someone is listening to this in Air India to management (although I doubt it, that is what regulated enterprise management in India do, they do not care as they there is no consequence). But I hope the Tata Enterprises will fix this mess. Hope no one has to go through the experience I just did.
Reviewed Dec. 25, 2021
No support to change flights or refunds. Worst service ever. Stealing your money. They offer no options or help, even when asked for assistance with upper level management. Same runaround. Do not book with them.
Reviewed Dec. 23, 2021
Never purchase any tickets with Air India airlines & put yourself in a worst situation to suffer. They cancel flights but they don't help to reschedule or cancel to refund. If you cancel they won't refund money. Baggage lost is not returned. Don't face loss. It's your hard-earned money. Don't let Air India airlines to loot them from you. AI Swindling more money with more bookings. Don't become a fool. Think smart & pick a legit trustable airlines that cares for their customers.
Reviewed Dec. 16, 2021
It's been more than 4 months since I am requesting a refund. For a single refund, I regularly called Air India Customer care multiple times, Emailed Air India customer care (contactus@airindia.in), Filled the Feedback form but they haven't taken any action. It's been acknowledged for the past 4 months but they have decided to trouble the customers for no reason. Still waiting.
Reviewed Dec. 14, 2021
Flew Air India twice. First was horrible (gave food 1 time in a 12 hour flight). Second was horrendous. - Lost my baggage, been trying to contact them for 5 days, with no response on either call or mail. Would never fly again even if I have to pay double the amount.
Reviewed Dec. 7, 2021
I will list each stage of the experience flying AI 188 (YYZ>DEL) business class as below:
1. Ease of booking: No problem except the Travel Agent could not insert your frequent flyer number (if outside of Air India) during ticket booking. Had to do so at the time of check in to ensure that the United frequent flyer was printed on the Boarding Pass. Recommendation: Air India should ensure that any Star Alliance number can be inserted into the booking.
2. Check-In: Almost trouble free - the staff at Toronto was diligent in verifying vaccination status and RT-PCR test results. Recommendation: Staff must be trained to insert the Frequent Flyer number from other star alliance airlines;
3. Boarding: Delay and nothing but chaos! There was no separate queue for business class. The counter was surrounded by passengers and the boarding was not started at the scheduled time. Recommendation: The reputation of Air India can be enhanced a lot if they learn to keep time!
4. Flight: Smooth flight, great Boeing 777 take off and landing and great meals! However, after the first 2 hours, the toilets were not looked after and supplies were not re-stocked; Recommendation: For a 24 hour flight, it is important that the flight cabin crew maintains the hygiene standards and restocks the supplies!
5. Staff Courtesy: Extraordinary courtesy by cabin crew from start until the end of flight. Very helpful to the families with kids and the senior citizens as well.
6. Air India Lounge at Delhi airport: Very little supplies and hardly any variety of food. Cramped space during the pandemic. Recommendation: Air India should learn from other Business Class lounges and upgrade their Lounge.
Note: I flew from Delhi to Mumbai after the 14 hour flight from Toronto to Delhi. It was another chaotic boarding with 1 person at the boarding point and a lot of interference by Air India non-flying crew members as they tried to get best seats for themselves and their family members having passes. My own business class seat was changed in favor of a Captain's daughter flying on the flight. Recommendation: Air India can do much better by not disturbing or bumping around paying passengers in favor of non-paying ones. Delhi Airport: Crowd management can be improved a lot, especially during these pandemic times.
Reviewed Nov. 30, 2021
Very very bad customer service. Not at all helpful. Not all good people. Not helpful people. My mother had a travel today and yesterday. When I called Air India office the lady told me my mom do not require anything just Pcr test negative and fully vaccination card. When we went on airport standing there for 2 hours the people on air india counter telling them that locator form is mandatory. We told them we tried. They saying, "We can't do anything." They didn't even bother to allow them as they are old and we said we gonna book it and everything but the people on air india counter on goa airport the ladies just started to shout and saying the counter is closed and made my mom go out. This is a ** service. They are sitting on the counter to help people who doesn’t know. If they are only doing this then what is the use and all.
Reviewed Nov. 28, 2021
Recently I traveled with Air India and experienced a worst experience with this airline. We were travelling from Mumbai to Goa and due to congestion in traffic it almost took us 2 hrs for travelling a distance of 8 KM to Terminal 2. The flight was at 9 PM and we reached at the desk at 8.15 PM. The Air India Personnel rudely told that we cannot be allowed to board the flight as they we are late and have not done the web check in. It was surprising that though we had done the web check in it was not showing on their portal. Later I have checked with many travellers/passengers who informed me that the Airline Portal always had some issues while web check in and though you complete web check in it will not show in their portal.
Finally, all the personnel to whoever I spoke instead of helping me out from this situation was blatantly blaming me for my delay in reaching the airport, and made sure that I should not board in the flight. Another harassment started when I went to the booking office to book the tickets for another flight of Air India. The booking officer on other side of the glass/window was asking me to speak loudly as he was not able to hear my requests made. I kept on shouting and informed him of my desire to book a tickets to Goa. He somehow understood my requests and started browsing the portal for five minutes and got up to make some phone calls. I asked him what is happening ? to which he replied that he is enquiring with his superiors for booking tickets. After five minutes I lost my patience and left the window.
Secondly, their call centres/Customer care are closed after 18:00 Hrs. A recorded message will be heard continuously after 18:00 HRs that " you are in queue", but no one will respond from the other side nor the IVR facility will be available. I travelled with Indigo so many times but the way they help me out during the distress is commendable. In similar situation at Chandigarh airport when I reached just before 30 minutes of scheduled flight, they made sure that I boarded in the flight with my family. Their personnel accompanied me from entrance of the airport upto the flight. Now I can understand why this airline is in losses from so many years. The babu attitude of the staff is sinking this boat. Since TATAs has taken now it is hoped that they will improve their attitude. For this they will require to revamp the complete organization. Especially the staff who are directly dealing with passengers.
Reviewed Nov. 14, 2021
Air India stole 2 check-in bags, when I travelled from Chicago to Delhi on Nov-10-2021, I gave complaint. They logged the complaint, they told we will trace it out and deliver to home, I send tons of mails, and calls, none of them are responding, I don't know yet whom to contact, right channel for claim process, both my tag numbers are **, **. It's air india responsibility to provide customer satisfaction, we pay lot of money for ticket, why do they still theft the bags, They might have black market to sell the things become billionaire. Please provide the claim process if anybody knows.
Reviewed Nov. 10, 2021
Recently I have had worst Experience with this airline. I booked a flight, they cancelled the flight and didn't pass me any information about that. During web check-in only I came to know about this. After that I called their customer care several times, sent e-mail but no satisfactory answer. In mail they are saying contact customer care through phone, customer care saying send mail. They playing ping pong, and I am the ball. This incidents happened 1 week back, still there is no solution. Now my money is stuck with them. I will aware all the people, not to avail Air India flights, they do these things often, and don't inform the customer. Like this they cheat us. Now as a customer I have no choice but to appeal before the court.
Reviewed Oct. 23, 2021
Booked domestic Air ticket from BBI to CCU dated 02.10.21 in order to say last good bye to my deceased father, pnr **, flight no ai 780, but after arriving to bbi airport got to know the flight was cancelled. They cancelled the ticket, assured in order to refund whole booking amount within 7 to 10 working days as flight was cancelled but the amount not refunded.. As reservation duty managers landline now are intentionally avoided I visit physically and escalate the issue but, but only receiving advice in order to escalate the issue to different email address but nobody have and or showed any good intention in order to refund my legitimate booking amount of 5643.
Reviewed Oct. 18, 2021
I have cancelled my ticket before 24hrs as per airline rules with the help of Air india customer care representative. I have not got any confirmation email about cancellation and when checked with representative she said Air india will not send any emails to customers on cancellation. The only option to check if it is cancelled is to go to Manage Booking option on website and give our PNR number and when it does not show anything that means ticket is cancelled. And also only 17000 rupees will be cancellation charges.
I have not received any emails after that and no refund also. I have raised refund request online using feedback form, which only works once in a blue moon (website is the worst service). Later after many follow ups I only got 49$ as refund whereas I was supposed to get almost 800$ as my refund. After calling customer care multiple times and waited hours in line and then call gets disconnected when it is escalated. Finally I got hold of a good rep and he said that my ticket was cancelled 3 hrs before and considered as No Show. Which gave a stroke to me.
How can their software be so slow...which works after 24 hrs. I cancelled it way before 24 hrs and air india records it wrong. Their software is faulty. I wish I know the developer :( for a such a crappy software which works fine when taking money and vice versa on cancellations. I want my hard earned money back from Air india. Now I understand why people not use it. Only due to COVID people had no option. Worst service. Please don't Don't ever travel with Air india.
Reviewed Oct. 18, 2021
Had the worst experience ever in customer care. First of all they give you number in Google which is not reachable to them even if you ring it for 4 whole hours and then I tried other number directly in airport service in same airline and the person did pick up the call but didn't answer, just kept the call hanging on while having conversations with someone on the other end. This happened multiple times and was quite frustrating as I had an important inquiry but could do nothing as they played around.
Reviewed Oct. 12, 2021
The most ridiculous airline in the aviation history of India. A big disgrace to the nation. Illiterate staff and long waiting hours on the phone to change basic things for existing reservation. The website is a joke with no helpful options to update anything. No wonder the Maharaja has become a beggar.
Reviewed Oct. 3, 2021
We got a ticket booked from Air India during March 2020. But as international flights stopped abruptly during Covid-19 and open policy was given for ticket rescheduling at later date. From last many days I am trying my best and even after daily waiting for continuously 3 hours, no one is helping me in resolving this and rescheduling my tickets as I have to travel on an urgent basis as soon as possible. I have written many emails but all in vain. Air India has not earlier refunded my money and now not helping in rescheduling my tickets. I suppose I have lost nearly Rs. 75,000 and not yet been given any help by Air India.
Reviewed Sept. 23, 2021
I would like to bring this to your attention that Air India is not refunding the money to flight cancelled by customer within 24 hours or if the Flights got cancelled due to their mistake. According to their if the ticket booked is cancelled within 24 hours refund will be processed, I cancelled my flights which I booked online on Air India Website by calling the customer service department within 20 minutes and I was confirmed the ticket has been cancelled however they will not be able to provide me proof of the cancelled ticket in a email.
They also mentioned the refund will take up to 3 months from the day the ticket was cancelled and the ticket purchase amount will be credited into the debit account from which the ticket was purchased. Since 3 months past and I did not received the refund money. I emailed Air India at ecommerce@airindia.in as instructed on their website. After couple days, I received an email from their team that due to pandemic and less staff there has been delays however I will receive the refund within next 6 weeks. However, 6 weeks past and I was not refunded the owing amount (CAD 2400).
In addition to this I also submitted my complaint using their form online and did not receive any emails or response, then I called customer service department more than 50 times and after long waiting periods once get connected to the customer service agent, Customer service agent after hearing that it is call regarding refund would either hang up or put the call on hold or would act if they can't hear me. This happened numerous times and finally I quit calling the customer service department. I submit the complaint on https://consumerhelpline.gov.in/, anyone who has not receive refund submit grievance to Department of Consumer Affairs India through their online portal, hopefully this will shed some light and will bring this issue in light.
Reviewed Sept. 17, 2021
Called the airline many times and still not connected to get my ticket rescheduled. So what can I do now, nothing. There is no customer focus and they sometimes forget that customers are the one they are in business. Air India please improve your services, you lost a customer today.
Reviewed Sept. 16, 2021
My name is Bhaskar and I am 65 years old, I am trying to reschedule my return date. But I was not able to do it for almost 2 days spending 8 hours waiting to get the ticketing team to be connected. As soon as someone connects, they say, they will transfer to the ticketing department OR they will call back. But after the transfer no one responded, we had to wait for a long time without no response and drop the call for eating lunch, other work. (This is repeated more than 8-9 times and each time spending around 1-2 hours)
The number we called is 18886341407 as per your website for USA contact. And after several attempts and hold time, we finally got someone from ticketing and he verified everything and confirmed that the ticket can be rescheduled with no penalties and change fee. And the minute he is about to change and confirm, the phone call took us to provide feedback!! (Really frustrating). And again I called back and right now I have been on hold for the past 1 hour. All we are trying to do is change the return flight schedule. Every time, I think this is the lowest, Airindia surprises with the new lowest levels. Worst airline customer care ever!
Reviewed Sept. 12, 2021
Very poor services, delayed flight no sms or mail to intimate the delay, very poor on board services. Services have deteriorated compared to my experience in Dreamliner flight in 2019. No onboard entertainment available in spite of TV monitor and headset. No blankets made available, if asked for they provide used ones, that too during this pandemic season. Food on board is pathetic without serving any juice or tea.
Reviewed Sept. 9, 2021
Never ever book a ticket with Air India. It is the worst airline and equally deplorable customer service. They will never refund your ticket which had to be cancelled because of the airline's mistake. You will lose money. Such a nightmare, trying to call customer service on this on many occasions, just disconnecting your calls or put on hold and then some automated message. Believe the customer care people have been told to phone off the customers or somehow end their calls.
Reviewed Sept. 4, 2021
No wonder no body wants to invest or buy Air India, They are total scammers and swindlers, looted all booking money for cancellation due to COVID. They were to refund several millions but never bothered to refund flight cancellations money when they cancelled flights. They should be sued by all impacted travelers by Air India, they are never reliable and to be trusted. Folks do not travel by this airlines. They are swindlers and they never directly respond to passenger queries. They hide behind sub contracting companies and these sub-contracting companies are even more unreliable and worthless scums.
Reviewed Aug. 4, 2021
Please Don't ever use this company!! I Purchased 4 airline tickets from Air India to travel to India on 11/15/2020. Due to the Covid and travel restrictions I cancelled the reservation September 2020. The company told me, yes we will return your money but we will reduce 500 dollars for each ticket for cancellation fees. We are in 08/04/21 and I haven't received any refund. Every time I call to ask for the status of my refund they just hang up the phone. They are very rude and the customer service is horrible!!
Reviewed Aug. 3, 2021
These are the biggest scums of the earth. I think deceit is a policy that they follow. Government of India is trying to sell them and no one is buying this junk - And for a reason. I have been trying to reschedule a flight and after being 2 hours on phone and being bounced around for 3-4 times, no one does the rescheduling! Either system upgrade, or I am not authorized or, someone else can help you! I mean how these people are even allowed to operate! They should be barred from entering into the US and other places.
Reviewed Aug. 1, 2021
Due to flight has cancelled they changed only connecting flight. (My travel date is Sep 04th, from Hyderabad to Delhi it is Sep 4th and Delhi to destination they changed it to oct 3rd). From past 3 days I'm trying to call them to change my flight dates. Every time when it connect they will say they will connect to their respective team and each call waiting time goes more than 1 hour and gets disconnect automatically. In a day I'm making more than 5 calls. Still the issue hasn't been resolved. I have never experienced this kind of worst response from any other airlines.
Reviewed July 29, 2021
It is a nightmare dealing with this airlines. I am writing this review while waiting in customer care call from past 1 hr. 20 mins. This is 9th call today. You can imagine how my day and night has been going on from yesterday. If your case is complex like changing flight dates or booking minor child tickets etc, most of the CC employees will keep you in wait then disconnect the call suddenly. It is their intention that over the period of two days trying to get things done, you will fed up and give up.
My case, we wanted to reschedule the dates of dep and arr, after 4 calls (1hr. 20 each approximately), we were asked to pay X amount. When we tried to pay, their payment processor was down. Funds were deducted from our all 4 credit cards multiple times (because we though problem in our credit cards). After 4 hours, I tried again, payment (for rescheduling) is successful then itinerary is not updated. So we are in 9th call today trying to reach.
Typically they take your call within a minute and ask all sorts of information. You will think they totally understand your case also you will think it is easy for them to fix it quickly. But NO. They will send you to another department. That is where you spend most of time biting your nails. Finally after 1 hour you will hear a calm voice to which you have to explain all the case, eventually your PNR number, ticket number will be by hearted by you. And you will remember that for so many days. They say they will fix the ticket and ask to wait few minute. Again music..and music and music,,.. you will start panicking.. You will shout her/his name loudly.. but still music... you will start doing some house chores meanwhile and probably watch a movie. Suddenly the call disconnects. Blood rushes into your face. You will shout helplessly.. Your family members will look at you.. You will feel guilty. And this goes in a loop, just like that time loop movie.
Reviewed July 7, 2021
All travellers be warned. Air India is a beggar airline. They will take your money and you will never see it again, even if you do your due diligence and cancel within 24 hours, even if you call them every other day for 2 month, wait on hold for hours, write 20 emails and create 5 escalated cases with their substandard, rude and good for nothing customer support agents.
All of the above happened to me. I booked a business class ticket and tried to cancel online but the system was down so I called to cancel within 24 hours. But the customer support agent casually said, and I quote "please call back later. The system is undergoing maintenance and I cannot cancel at this time". That was my first red flag. What kind of an agent cannot cancel even it the user cannot cancel? So I left an email asking them to cancel within 24 hours. I called several times after that and I got the same response:
1. I'd have to pay the $200 cancellation charge because the 24 hours has passed. Otherwise, they said it's wise to hold off on cancelling until my escalated case would be reviewed by someone at a higher level (classic Indian bureaucracy).2. That the customer agents do not have access to emails because they just don't and only the backend team can see my emails (this was new. I haven't heard of any other airline that keeps its phone staff and email staff separate).
3. That I'd get a response within 24 to 48 hours (but didn't). Even if I did, it was always automated or tightly scripted (was I ever talking to a human?).
Exhausted with the constant back and forth and going nowhere for a month but before my flight date, I called them to cancel my booking, agreeing to pay the $200. I was promised that my escalated case would be seen to but it never was. I left them multiple requests in email, in consumer.com, on their feedback form but talking to these people is like talking to a wall. If you don't believe me, please go look at air india reviews on any website or consumer complaint websites and you'll read all the horror stories. All of them are true. Save yourself the hassle, please book somewhere else, unless you're desperate and there are no other flights.
Reviewed June 19, 2021
This is not the first time I have experienced this stupidest service from Air India. I had no option to choose other than Air India. They say maintain social distancing. And people are literally sitting next to each other. Complete flight is packed. Not even single seat is empty. Super dirty flights. Cheapest service ever..
Reviewed June 13, 2021
Unfortunately, I choose air India. I am traveling from the United States to Vijayawada [Y38SM]. Due to some reasons, I have rescheduled my flight. They do not even have the option to reschedule the flight online from the passenger. If we want to reschedule the call we have to call customer care and they will pick the call and forward the call to the ticket rescheduling department and for that, we have to be on hold for 30 minutes.
Once the rescheduling department picks the call, the call will get disconnected automatically. Sometimes they will tell "there is an issue in line and will call you back in 4 hours". But I never get a call. I have wasted approximately 20 hours of time with Air India customer care people. Even the customer care representatives will not assist properly, some people do not know how to explain things in English properly. Since we do not have any other option we choose air India due to this COVID. "Please do not travel from Air India, you do not get any assistance once you book your ticket and if you have any problem. This is a sincere request from my end".
Reviewed May 17, 2021
Purchased 2 return flights via Air India for April 9, 2020 and return on September 16, 2020. (PNR): H627W (AI). Flights cancelled by Air India due to Covid. Never re-issued the tickets or refunded the payment. Over 13 months of emails, calls and social media posts to no avail. What a terrible experience!
Reviewed May 10, 2021
Promised that they would refund the amount and never did, they haven't replied to any of the emails and the customer service on the call say it's not their department. Worst service I have experienced.
Reviewed April 23, 2021
I bought a ticket on AIR INDIA business class in April 2020. For obvious reasons I could not fly. I have been chasing them for one year for a refund & they just don't care. The airline does not respond to emails & the customer service is rude & has no knowledge. I wish US would stop them from flying to the US. They don't deserve to be part of STAR ALLIANCE. Worst Experience of my life.
Reviewed April 22, 2021
I travelled from New Delhi to San Francisco through Air India on April 20th, 21. I was asked to pay $80.0 for my laptop bag. Air India website does not mention about the weight of the laptop bag. The person at the gate counter asked to pay out of pocket. I will never recommend anyone to travel with Air India again, neither will I travel. I will escalate this issue since no information was given correctly and Other bags had appropriate weight as mentioned on their website. My laptop bag had some food that I was carrying since I cannot eat the food served in the plane and also had my iPad in it. I would never recommend this flight.
Reviewed April 20, 2021
Air India is a misleading crooked airline out to fleece passengers. Especially now during corona crisis, that they are aware not many airlines are flying to US... I had a round trip ticket from NY JFK to Bangalore. Leaving NY Jan 22 and return on April 16 th 2021. BOOKING REFERENCE # **. On the day of my return, April 15th, I was thoroughly harassed and cheated and misled by AIR INDIA staff in Bangalore. Was NOT ALLOWED to board the flight. And was FORCED to buy another one way ticket to JFK at a premium price of $1400. I am a US CITIZEN. I have also been vaccinated fully against the COVID 19. I had called the Air India customer service before and told them that and they said that should be enough to board the flight.
At the airport the ground staff of Air India insisted I take a $100 Rapid antigen test knowing fully well the results won’t be in, in time for my flight. They made me miss the flight and said my ticket will be considered as NO SHOW. They wouldn’t even let me ask for a postponement for my ticket. Misled me at every step. Made me miss my flight and I had to buy a new ONE WAY TICKET to JFK at a HEFTY PRICE OF $1400. THIS IS UNACCEPTABLE. Air India knows there are not many flight from Bangalore to US and hence use this to FLEECE and CHEAT and MAKE MONEY OFF OF Innocent passengers especially if they are US CITIZENS. I DEMAND A REFUND OF $1400 which I was unnecessarily forced to pay for a new ticket and an apology. My US Tel # **. My Indian mobile **. WhatsApp
Reviewed March 16, 2021
I don't recommend Air India anymore. I would say worst airline in the world. I had reservation on january 2021, had to cancel due to some covid issue, I've been calling them since January till today 15 march, refund still not processed, I've called and emailed at least 10 times, very disappointed.
Reviewed March 11, 2021
I booked my flight for the first time with this unprofessional airline (Air India) and I’ve the worst experience. First I was asked to wait at the end for my boarding. I waited hour and half and found out that they wanted to charge me for duty free stuff I bought. When I asked them to speak to the manager I told told that I won’t be able to board the flight if I want to talk to any supervisor. And they ended up charging me $200 at the security gate which I don’t think they’re authorized to do. My bags and every was cleared at the immigration but I think they just wanted to make some extra cash. No wonder why Air India is going out business. Would never recommend anyone to even consider this airline. Worst experience ever.
Reviewed March 10, 2021
I have been trying to reschedule my flight for the past week to no avail. Their online website is a mess that doesn't recognize my ticket or booking reference. Every time I call, they hang up on me after explaining my situation. They happily accept taking payments but will offer no support once they have trapped you.
Reviewed March 10, 2021
Air India is illegally not returning refund of canceled tickets. There are hundreds of victims. I have called customer service over 10 times, they always provide misleading and false information. Finally got a response back from ecommerce@airinida and they said to contact customer service. It has been over 4 months. Lodge a complaint against US Department of Authority: **.
Reviewed March 8, 2021
I had already prepaid for the extra luggage online. However, upon check-in, we were told that there is no reference to the prepayment and charged the credit card again at an even higher amount. I have been calling; emailing for the refund of the duplicate charges as they appear on my cc statement, but no response yet. Was even on hold for an hour still, no one attended to our concern.
Reviewed March 1, 2021
Everyone knows Air India is worst, but still if you are a patriot and want to give business to your countries Airlines, still don’t fly by Air India. It’s better these type of businesses should shut down, anyhow they are bringing countries reputation to dust. The Ticketing staff at Delhi Terminal 3 is worst, I don’t know if they even check their educational credentials at all before hiring.
I had to stand for 2 hours just to drop bags even after e-checking and when my turn came I was thrown here and there and charged filthy amount of Rs 20,000 just for luggage weight. I don’t Mind giving the amount if it’s the rule and is legit. The behind desk person named Manoj ** just in front of me let go a girl without even weighing her carry on telling her, why do you want to weight it, If you can lift it, that means it’s not that’s heavy, like seriously and the same guy charged me around Rs 600 per kg, he made me weight every luggage of mine.
I don’t mind doing that but what I saw him doing with that girl and this discrimination literally is totally unprofessional, unethical and wrong at so many levels. I flew from US, had option of either taking Indigo or Air India, took Air India as was just feeling patriotic, never again will I fly with these unprofessional people. They have no idea about any rules, all the staff is rude especially the young guys. Save yourself from a rude experience by not traveling by Air India.
Reviewed Feb. 17, 2021
I would give 0 stars, if I had the option. I had a flight from Chennai-Delhi-Chicago-Raleigh on Feb 13th. It was on this journey that I got cheated by Air India in Chennai. My ticket clearly mentioned that my 2 23kg Check-In Baggages were FREE, but the Air India lady at Check-In counter kept forcing me to pay RS.18360 (230$+Tax) as Fees. She asked me to show my ticket to prove that I was allowed 2 Free Check-In, and when I showed It, she Kept saying it was incorrect and that I was wrong. She simply refused to listen or allow me ahead, and she forced me to either pay the fees or she would throw the luggage away. I am a student, and needed to get back to US, and after some argument I was forced to pay.
Initially she demanded Cash, for which I had USD cash, but soon she said she needed the fees in INR. Luckily I had my Indian Debit Card and had To Pay the Amount Of Rs.18360. I even showed my Student Id when she asked me to prove It, but when I showed, she still forced me to either pay or getting the luggage thrown away. Every time I showed her proof she asked, she literally discarded it. She even called another employee on the phone and was making fun of me in Tamil, assuming that I did not know the language.
Just a month earlier, I had called an Air India support employee while double-checking all my ticket details, and he had explicitly told me that both my luggages were free, and that there were NO EXTRA CHARGES. Thus, I faced total mental harassment as a student, and suffered huge financial loss of my hard earned money. I have already filed a consumer complaint on Voxya, sent an email to air india and put this up on social media. I have proof of ticket which says 2 free check-in baggage and the receipt of Rs.18360 which I was forced to pay. I really hope for a full refund of my money, and strongly urge everyone to think 10 times before booking air india. WOULD NEVER RECOMMEND.
Reviewed Feb. 16, 2021
I canceled 2 tickets booked for May 2020. Even after 11 months I have not received the refund. Customer service unable to give any proper answer. Getting different (and wrong) information every time I call. One of them even gave me a wrong email id to contact to. Unable to get answers from anywhere. Even the emails sent to the email id listed on the official website goes unanswered. NEVER FLY WITH AIR INDIA EVER!
Reviewed Feb. 11, 2021
NEVER FLY ON AIR INDIA, IT IS THE WORST FLIGHT EVER. Air India is the worst airlines with the worst staffs. The staffs are not at all polite. They are so rude and are doing things in their own will. Not following protocols or any rules. I was flying from Cochin to Delhi then to Toronto in a Air India connection flight. The Air India staffs from Delhi did not let me fly even when I had a valid PCR report with me. They were so rude and they stopped me from boarding telling that they need to verify my result. The supervisor at the Delhi Airport was being so irresponsible and later was not clearly saying anything about why I'm not eligible to travel. Then he later apologized and told me he will book one ticket for me the next day.
He send me a guy named Hemanth who is a staff of Air India and after reaching at the ticket counter, he sneaked away without saying anything. Then a guy named Rahul came up and he was the worst. He said he cannot do anything and if I need a ticket, pay him 3 lakh or 7 lakh. And when I asked for refund, he said he is not going to pay me anything and shouted at me to leave. I stayed there for LITERALLY MORE THAN 10 HOURS from 1 am in the morning to 11 am talking to everyone in Air India asking about this issue. No one responded in a good way and even was laughing at me.
LITERALLY IRRESPONSIBLE PEOPLE WHO DON'T KNOW TO BEHAVE. The supervisors are even worse with no responsibility. The supervisor who came on shift at 7 am or something was shouting at me back saying that "go ask whoever didn't let you fly, I don't have anything to do with them." They even took back my boarding pass from Delhi to Toronto to take away the proof. Worst ever flight experience and I lost 1 lakh 10,000 rupees for a new ticket. They didn't even refund me or didn't do anything even when they did the wrong thing to me. NEVER FLY ON AIR INDIA, IT IS THE WORST FLIGHT EVER.
Reviewed Jan. 27, 2021
Worst ever customer service with Air India. My connecting flight was delayed from Hyderabad to Delhi and because of which I missed Delhi to Toronto flight. They were making me to make rounds between supervisors and agents for 24hours. So I was stuck in airport for 24 hours without any accommodation or food. On top of that they made me to pay 200 CAD for the luggage by hooking up some stories. If HYD air India was okay with the baggage why wouldn’t Delhi AI?. Just don’t book flight with Air India and waste your time and money.
Reviewed Jan. 18, 2021
Hi, I did booked an AirIndia ticket from India to Toronto and cancelled it within 24 hours after being confirmed by Air India customer care that I am eligible for full refund. It's been 3 weeks now and have called customer care at least 10 times, and their response is always different, mostly they will say that refunds will take care by ecommerce department and I need to send email, which I sent them so many times not a single acknowledgement so far.. Waiting for almost 3000 CAD refund. Does anyone knows any way to contact ecommerce department of Air India? I am so depressed.
Reviewed Dec. 14, 2020
Hi Everyone, Posting this to reveal the truth about Air India. Firstly do not trust their customer care agents as they are literally illiterate and will give you any vague explanation without deep diving into the issue. Secondly they never reply back on time wasting our precious time. I had two tickets for a certain flight which got cancelled from Air India and when I reached out their customer care agent, he said, "Sir write an email for flight cancellation and we'll process your full refund." Now it's been more than 40 days awaiting refund and everyday I am getting vague responses from the Air India team. I don't know if I will get the money or not but certainly can save your money by posting this. Do not go for Air india flights, completely waste of your time and money.
Reviewed Nov. 28, 2020
There should exist a minimum courtesy in this world for a company to respond to its customers’s emails. It’s been close to 20 days after sending the emails but no response received. I called 5-7 times to Air India customer service and was being told different reasons and information when asked about my refund. See some of the stories told by customer service agents are as below:
2. We don’t have the information you’re asking. Contact e-commerce team.
3. Your refund is already on its way. You will get it in 1 week.
4. Your refund was not initiated yet. If you confirm now, I will go ahead and initiate the refund. Expect a call between 0-4 hours from e-commerce team and confirm the refund with them. (I never received a call.)
5. An agent provided me the e-commerce Indian phone number and asked me to call them during specific timings. Call them during early hours or else they won’t answer your call. (Why don’t they?) (Do you think it’s easy to call Indian landline number from the US?)
I waited 3 weeks before contacting them. Seriously Air India?? Are you guys really in 2020? Just look at the world and the quality of support providing by other airlines. Just because Air India is a government run airline, you guys shouldn’t be this irresponsible. I have been reaching you guys to refund my money back and no one really wants to help. In my whole time, I used 10’s of airlines and 100’s of flights. If I did ever cancel the ticket by phone or app/website, I will be refunded within 2-3 days. No further follow up needed. But this process with Air India.. I have no more words to describe my frustration and dissatisfaction.
- The end to end process needs a serious improvement for a fast and flawless service.- Refund process should be simple/straightforward and shouldn’t be even 0.1% complicated from the current process.
- Customer service agents have to take their jobs seriously and upscale their knowledge levels. In middle of our conversation, one agent was make fun with his colleague and laughing out loudly. No proper etiquette. Professionalism is needed.
- Remember that you guys are representing India working in a Indian government run airline.
Reviewed Nov. 21, 2020
I wouldn't even rate 1. First of all the flight was delayed. They refused taking our baggage. Though we had 40+ mins left. We wasted our time convincing & very rude, very pathetic and we missed our flight.
Reviewed Oct. 22, 2020
Be very careful when booking flights through this carrier. If you happen to cancel the tickets due to unexpected reasons you will not get your funds back. I have been waiting for almost 31 days now and the cost of the tickets around 3000 USD is not being refunded by Air India. None of their call center folks will give a response. They will flood your inbox with SPAM. All call center employees will direct you to ecommerce.airindia email id. No response will come from that ID. AIR INDIA is using the funds for some selfish reasons. Huge scam to be revealed for sure. How can one keep funds with them for services not provided. Will be filing a complaint shortly with business bureau to get the funds back. Hope this caution helps your travels. Fighting for the refunds. NO HUMAN TO ANSWER FROM AIR INDIA!!!! BE VERY CAREFUL WITH THIS KIND OF SCAMS.
Reviewed Oct. 22, 2020
I am a 58-year-old single lady who had sent her only son to study in the UK in September 2019. I was going to meet him there for the convocation ceremony, but as a result of COVID 19 pandemic condition, it was dangerous for me to go there so my son planned his return to INDIA on 22 October 20. Because my luggage was with him, which he was certain to carry back, he told me on 17 October 20 to contact AIR INDIA at 18602331407 to find additional baggage charges over and above 23 kg +23 kg and 8 kg of cabin luggage allowed for him. Upon calling the AIR INDIA representative at the listed no above, a girl representative told me that if my son shows a student visa and other college card information, he would be allowed to bear 23 kg of extra luggage at no cost.
I reconfirmed this by calling back at the same time, no, this time the boy picked up. The same question was asked and reiterated about the girl's tale, which he accepted as optimistic and accurate information. My son was given this message on the same day by me from the officials of AIR INDIA and with difficulties, he bought a bag worth 30 pounds and eventually made his trip on the 22nd of October. Then the trauma and abuse began. Air India check-in at the counter did not allow third luggage when arriving at London Airport. In debating and explaining the truth, his third suitcase baggage was confiscated, which was worth 500 pounds, and he was permitted to carry it with an additional charge of 144 pounds of things that could not be left behind since it belonged to me.
He was so harassed at the Air India counter that he had been asked to wait for an hour and a half till the time they check with their supervisors. It was an emotional trauma to him, as well as to me, when he called to tell me what had happened. I was in a state of disbelief and called to customer support No. 18602331407. Another abuse began when I called the no. three times and the representatives, after listening to me, put the phone on hold and then disconnected the line. The fourth time, I was told by a representative that Air India officials were sorry for their error and that they wanted me to the Air India office in New Delhi to plead the case.
This is how Air India and its officials are operating. Can the term 'SORRY' make up the emotional damage that it caused? There was a monetary loss of 644 pounds over and above my emotional trauma, and I want it to be restored as quickly as possible. The money, which amounts to almost 65000 INR, is a lot of money for a single lady, and it is from her old age savings which is lost because of the poor, incomplete knowledge details of AIR INDIA staff, and I should not suffer for it and want it to be recovered as soon as possible.
Reviewed Oct. 21, 2020
Cancelled a ticket in 30 May 2020. Not been refunded yet. Worst experience. Disappointing. No message. No email. No nothing. Worst. Never use this airline. No any information. I could give them a big dislike with a negative rating.
Reviewed Oct. 15, 2020
The worst Airline in the world and by a distance. The crew members seem like were picked randomly from the street, without any education on mannerism. The food was dismal, as expected. The pilot, didn't make a single announcement nor did he introduce himself throughout the entire flight. I wonder where these people come from. The company every year hemorrhages money, and you can clearly see why. Why would anyone in their right mind want to fly with Air India. They are broke and they must be out of business... At Least it would spare the world of a dismal and disgraceful Airline company.
Reviewed Oct. 1, 2020
I have booked my tickets with Air India in March for 30th April ’20. But due to lockdown it was cancelled by AI. Since then I requested for a refund and following up for past 5 months for my money. On 15th Sep E-commerce team confirmed to me on email that money has been refunded from their end and it will take 10-12 business days for it to get credited to my account but even after that also still I am waiting for my money. By declaring it to me that money has been refunded from their end they have made clear that they do not owe me any money now and it seems that they are not in any mood of refunding my money. I feel to be a victim of an online scam run by Air India and Hardeep S ** who in the name of evacuation are playing with the patience of people who are desperate to fly. And thus scamming their money. Hence my two cents is if it is not life and death do not make yourself prey of Air India. Thanks.
Reviewed Sept. 26, 2020
My flying return will expire on 31/12/2020. I can't use my points to book my ticket. I have called the customer care executive and after many calls being on hold for many hours. I couldn't book my ticket.
Reviewed Aug. 29, 2020
Air India is Lucky there is 1 star which is the least available rating here. My below review is only to make consumers aware and I don't expect any feedback or improvement from air India. In fact they don't have anyone who is taking accountability or escalation matrix. Today is the 12th day since my request to modify booking date is placed. I am just being ping ponged from call center to customer support email. Either these guys have no coordination between each other or they have been given certain target to loot consumers hard earned money. I have even copied the civil aviation union minister the joint secretary of civil aviation and other. My strong advice to people reading this would be Please avoid travelling in air India or air India express. I have donated my money to these crooks. If you wish to do so please proceed.
Reviewed Aug. 27, 2020
It was a very unfortunate the way ground staff of Air India treated me today at Srinagar Airport, I reached on time at airport 1 hour before flight departure time, my flight departure time was 13.10 hrs and I reached at 12.10 but the executive at the counter told, "You are late. You can't board the flight." I requested the executive that there is still one hour for the departure but the executive at the counter straight away denied to entertain, I even requested for at least 10 min to the person in charge for the boarding pass as my father is admitted in hospital and he is alone and is very ill but all my request was in vain, and the way they behaved with me was very unprofessional and they even told me, "You do what you can, do a complaint or whatever." It was a very unfortunate that I could not see my ailing father.
Just want to know if boarding closes before 40 min and I was at the counter way before that time, then why they denied me the boarding pass, I even had the copy of the e ticket that I got from the lady and she had written on it herself. That passenger reported at 12.20 hrs but I reported at 12.10 hrs. That is where I got in argument with the person for writing wrong information as she wasted my 10 min for denying in giving me the boarding pass. It was very bad experience with Air India today, I believe such unprofessional people only make people suffer. I have one question why we common people suffer because of such unprofessional people. Kindly look into it and I hope I will get the reply back.
Reviewed Aug. 12, 2020
They dont even deserve one star. Their customer service department should be renamed to worst customer service department. They canceled my tickets twice and post that hung up on me twice when I asked for cancellation on my flight as they had no convenient flight. IT'S THE WORST AIRLINE! Their staff has no knowledge of their airline cancellation policy. They do not proceed with cancellation in case the customer is not okay with their rescheduled flight options. They refused to refund my cancellation amount when I clearly asked them to cancel my flight which was already been rescheduled by them twice even cancelled.. This is most terrible customer service I have ever faced! I would have better gone with Indigo or any other airline.