Last year, in August 2023, Air India, backed by the Tata Group, underwent a rebranding effort, announcing a $400 million initiative to revamp the interiors of 43 widebody aircraft and upgrade a third of its fleet. This rebranding was portrayed as opening a “Window of Possibilities.” However, a recent incident on flight AI512 from Delhi to Bengaluru on April 4, 2024, presented a stark contrast. A passenger who had paid a premium for a coveted window seat found it broken, prompting frustration and disappointment.
The disgruntled passenger took to social media to vent their frustration, questioning the value of the fare paid and expressing dismay at the lack of a properly functioning seat despite the additional expense.
Images and a video were shared, showing an Air India engineer attempting, unsuccessfully, to rectify the issue.
Paid extra 1k for a broken window seat (22A) on Air India AI512 from DEL to BLR on 4th Apr. They called the engineer to fix it, but he couldn't. Is this what I paid the flight fare for? Can't I atleast expect a proper seat after paying so much? @airindia @DGCAIndia @Ministry_CA pic.twitter.com/j2vxlcRbnt
— Name cannot be blank (@Kaijee04) April 6, 2024
In response, Air India disputed the claim of additional charges for the seat, expressing regret for the unsatisfactory experience. They assured the matter would be investigated, and appropriate actions would be taken.
Hi, as we discussed over the call, there were no additional charges incurred for the seat, & we deeply apologise for the inconvenience caused. Ensuring passengers receive the best service is our priority, & we wish to serve you better in future.
— Air India (@airindia) April 7, 2024
Addressing inquiries from other users, the passenger mentioned not being offered alternative seating, flights, or a refund initially. However, a subsequent update on April 8 revealed that Air India’s social media team had reached out, offering a Rs 2,000 coupon. This prompted the passenger to question the fairness of the offer and inquire about eligibility for a full refund.
Hi @airindia ! I do not remember mentioning this. I clearly said I booked through company portal and hence the breakdown is only visible to me during time of payment.
— Name cannot be blank (@Kaijee04) April 7, 2024
Hi, we're sorry for the disappointing experience. Please DM us your booking details (boarding pass) so that we can check and assist you.
— Air India (@airindia) April 6, 2024
Hi, thank you for sharing the details. Your feedback is crucial, and we apologize for falling short of expectations. We'll investigate the matter and take corrective action. Thank you for bringing this to our attention.
— Air India (@airindia) April 6, 2024
The incident drew criticism from other users, who called for Air India to apologize and issue a full refund to the passenger, signaling a need for the airline to reassess its approach to customer service.
The airline's social media team got in touch and they are offering me a coupon of INR 2k. Now I'm not aware of my entitlements, does anybody know where I can find this? I saw some people saying that I'm eligible for a full refund.
— Name cannot be blank (@Kaijee04) April 8, 2024
Additionally, this incident adds to a series of recent controversies surrounding Air India, including a substantial fine following the death of a passenger due to a shortage of wheelchairs, and viral videos depicting a leaking cabin, prompting concerns about flight safety.
Amidst these challenges, it appears imperative for Air India to address customer concerns promptly and transparently, ensuring passenger satisfaction and maintaining its reputation in the aviation industry.
