New Delhi: Tata Group-owned Air India is under fire once again after multiple premium passengers reported subpar service, malfunctioning seats, and inadequate compensation on high-value business class tickets across long-haul routes.
On December 30, 2024, Rutesh Panchal boarded Air India’s Boeing 777 service from Toronto (YYZ) to Delhi (DEL), having paid approximately ₹2 lakh (around $2,350 USD) for a business class seat. What he received, however, was a broken seat with non-functional controls and no option for reassignment, despite the airline staff confirming the issue mid-flight.
The control panel was visibly loose and unresponsive, rendering all seat functions inoperable during the 14-hour journey. Panchal documented the malfunction on video and reported the issue immediately upon arrival in Delhi. Yet, Air India’s response was underwhelming — a mere ₹4,000 ($50 USD) offered as a “goodwill gesture,” representing just 2% of the fare he paid. Further appeals for a fairer resolution were met with silence.
“My seat was essentially useless for the entire flight, and the crew couldn’t fix or move me,” said Panchal, expressing frustration after his attempts to follow up went unanswered. “This wasn’t a budget flight, I paid for comfort and rest, and received neither.”
This isn’t an isolated incident.
On April 13, 2025, an 84-year-old passenger and their family faced an even more troubling experience. Booked in business class on a direct Delhi–Vancouver flight, the elderly traveler was informed at the gate that their assigned seats were “not working.” The family was offered either economy seating or removal from the flight. Eventually, they were rerouted via London Heathrow, turning what should have been a simple direct flight into a complex, multi-leg journey that spanned extra hours and multiple airports — a taxing ordeal for a senior citizen requiring wheelchair support.
“They told us we could either accept the downgrade or not fly at all,” said Soma Maitra, a family member. “There was no meaningful apology, and no regard for the special needs of an elderly passenger.”
The family’s ordeal has raised concerns over Air India’s preparedness in handling premium class service disruptions, particularly for vulnerable passengers who pay higher fares expecting smooth travel and better care.
Pattern of Neglect and Alleged Abuse of Premium Cabins
Further reports suggest a troubling trend on Air India’s long-haul routes, including the Delhi–Chicago sector. Passengers have alleged that business class seats are being labeled as “non-functional” at check-in, with flyers offered compensation for voluntary downgrades, only to later witness those same seats used by off-duty crew members during the flight.
In one case on flight AI126, a passenger challenged the supposed seat issue, only to find that the problem cited was minor. The traveler later observed crew members occupying those “faulty” business seats during the journey, sparking outrage and claims of deceptive practices.
Many of these affected customers have tried contacting Air India through official grievance channels but report being stonewalled or offered minimal refunds far below what would be considered fair compensation.
Industry experts believe these recurring issues stem from aging aircraft, overbooking practices, and a lack of transparent service recovery protocols, all of which disproportionately affect those paying for business class comfort and reliability.
As customer dissatisfaction mounts, Air India’s handling of premium passengers is being called into question, with travelers demanding greater accountability, transparency, and investment in both equipment and service standards.
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