Air India
reviews and complaints

I am frequent flyer member, i was travelling with my grandson from Delhi to Birmingham flightAi 113 on the 4th September 2017.
My grandson suffers from nut allergy. so when the food was being served, l kindly asked the lady serving the food, does it contain any nuts because my grandson suffers from nuts allergy and she replied back ..No.
When we checked the food tray there was cashew nut in the rice, when i questioned her, she didn't apologize all she kept saying was, its only for decorations, only for decorations.
Nut allergy is very serious thing, the sufferers can die with mistake like that.I dont think your staff are properly trained for situations like this.
It puts my grandson and myself off travelling

I have booked my flight ticket from CCU to DTW airport at 4 sep 17. When I took boarding pass from Chicago airport by the Delta airlines. They have taken extra money 60 dollar regarding excess baggage. I know that connecting flight don't take excess money from any passenger due to tier up between air india flight and Delta airline. Delta airline is the connecting flight of Air india flight and tier up with them. Why are they took extra money from me? Due to tier up with delta and air india please let me returne my extra money which have taken from chicago airport by delta ticket counter. I have attaching my booking details and tickets details (flight details) with this complaints box.

Respected Team and CVO Ji,

Good afternoon,

Sub: Help require for injustice

(Sep 6th, 2017) Today morning My Parents (age about 63 and 61 ) tried to travel through Air India from Delhi to Vijayawada as per the attached Ticket form airport Terminal-3, Gate No:3.( Flight No:AI-459, PNR No: Y1NWP, Ticket No: 098-[protected], 098-[protected]).

They reached airport on time. But as they are new and due to the language problem they struck up in baggage checking counter for 10 minutes and 5 minutes to find appropriate counter. As they reached the boarding pass counter AirIndia team informed them counter was already closed by writing wrong time on my parents tickets (5 minuter post time) and suggested my parents if they leave their main baggage they will allow them in to flight with cabin baggage. Even AirIndia team not issued the boarding pass to them to travel with cabin baggage. Same i conveyed to the AirIndia Help Desk. No one not responded properly instead of attending issue wasted much time by showing their busyness and at final called the contur and order them to send my parents to Exit gate. I informed counter staff and Manager on duty that I had tbut no one not given appropriate response. They refused to accommodate my request were rude and insisted to in next flight with new ticket at 1.30 PM.

As my parents are old and have back pain issues they are unable to sit such longer duration until next flight at 1.30Pm. So i requested Air India team to provide rest bench to take until the next flight. But they refused to provide any hospitality. So we back to our Home after the series of bitter experiences.

Once after reached to the home even i called your customer cell No: [protected] around at 9.58 AM to 10.18 AM to update our issues and to raise request for the change of my parents travel date. initially they agreed but later they refused for the same. I requested them to provide "call reference no" to update the same to the higher phase. But they are unable to even provide the same. Thats way i provided you the time and called no for your kind reference. (customer cell No: [protected] around at 9.58 AM to 10.18 AM).

Later i called to Complaint register no: [protected] as per web portal information. They refused to take the compliant and provided us alternate contact no as [protected] to raise the complient. We tried again to the alternate no to rise complaint. They conveyed me that "its Mumbai no", so they are unable to take our compliant of Delhi regein and suggested to send an email to "[protected]@airindia.in"

I felt mentally tortured and literally no avenue to access any help by Air India staff at the counter at Delhi Airport. If it was not for the kind intervention of the AirIndia Staff walked away without even offering a solution or accommodating my request.

Even my parents also mentally stressed and felt harassed by Air India staff over an issue that should not have really been an issue. As they are allowing fellow passengers in front of my parents and refused them to go due language issues. If possible please check the last 4 Check ins for this flight.(Flight No:AI-459, 6th Sep-2017 at 6.15 AM form Delhi to Vijayawada). The last 4 check ins are happen in front of my parents even they came to the boarding desk after my parent arrival to get boarding passes. Its really painful indecent to us..

Please consider our request and kindly issue new tickets with change of my parents travel date form 06/09/2017 to 22/09/2017.

Looking forward for your kind support .

Have a great day.

Thanking you
With Regards
Dr.U.Venkateswara Rao

[protected]
Bangalore.

Dear All,
My Name is Anil Dominic Albuquerque, I am residing in Saudi Arabia for last 30 years, I am a frequent flyer on Air India for the past 8 to 10 years on First & Business class along with my family, I regret to say that once the pride of India is now become shame to travel on Air India, such a poor services, small charted flights you have designated to gulf country is not acceptable, if you can’t give the facilities then you have no rights to charge such a huge amount on business class……?

Me and my wife was traveling to Mumbai on 25th June, and return back on 10th July to Riyadh on business class, that was the worst flight experience, worst service on board, and we have decided, not to travel in Air India anymore, this message I have spread to all my friends and collogues not to use Air India anymore because Air India thinks, gulf travelers are traveling free, and Air India doing favors to take us back home….
I have a business in Saudi Arabia almost 30 Indians are employed, and I use to send them to Indian by Air India, now I have instructed my HRD dept. to look out for Saudi Airlines

Believe me Improve your flight status and inboard services, otherwise nobody will prefer to travel Air India, Really shocked at your Thinkings….

Thank You & Best Regards
Anil Dominic Albuquerque

CEO & GM,
Stars Forklift Trading Est.
Riyadh, Saudi Arabia
+966-[protected]
ANILDOMNICMR ALBUQUERQUE, FLOSSYANILMRS ALBUQUERQUE
Trip Locator: MUF7SE
Flight: Sunday, 25 June 2017 Airline Reference: J2385
Riyadh (RUH) to Bombay (BOM)
AI0922 Depart
Riyadh King Khaled Int'l Airport
Riyadh, SA
Sunday, 25 June 2017
6:45 AM
Terminal 1 Arrive
Bombay Mumbai Airport
Bombay, IN
Sunday, 25 June 2017
1:20 PM
Terminal 2 Status: Confirmed
Cabin Class: D-Business Class
Duration: 4h 05m
Miles Flown: 1722
Aircraft: 32B
Meal Service: Meal
Passenger(s) SeatRequested Services
ANILDOMNICMR ALBUQUERQUE* -- NONE
FLOSSYANILMRS ALBUQUERQUE* -- NONE
*Frequent Flyer:
ANILDOMNICMR ALBUQUERQUE - Air India AI100385416, FLOSSYANILMRS ALBUQUERQUE - Air India AI100385420
Flight: Monday, 10 July 2017 Airline Reference: J2385
Bombay (BOM) to Riyadh (RUH)
Air India

AI0921 Depart
Bombay Mumbai Airport
Bombay, IN
Monday, 10 July 2017
12:30 PM
Terminal 2 Arrive
Riyadh King Khaled Int'l Airport
Riyadh, SA
Monday, 10 July 2017
2:30 PM
Cabin Class: Z-Business Class
Duration: 4h 30m
Miles Flown: 1722
Aircraft: 32B
Meal Service: Meal
Passenger(s) Seat Requested Services
ANILDOMNICMR ALBUQUERQUE* -- NONE
FLOSSYANILMRS ALBUQUERQUE* -- NONE
*Frequent Flyer:
ANILDOMNICMR ALBUQUERQUE - Air India AI100385416, FLOSSYANILMRS ALBUQUERQUE - Air India AI100385420

I booked a flight from Kolkata to Toronto via Chicago. When I checked in from kolkata to Delhi I was given boarding passes for Chicago to Toronto as well as Delhi to Chicago by your employees. They should have checked all the immigration requirements as there was no transit visa in my passport for enterting United States. This should have been checked at Kolkata Airport only before issuing my boarding pass. However after I landed in Delhi I was not allowed to board the next flight which was enroute to Chicago. So either you refund my ticket fare from Delhi to Chicago and Chicago to Toronto or reissue another ticket for me.
My etckt number 0985664309658C
This is a very serious issue and should be handled diligently. Deduct the flight fare from Kolkata to Delhi and refund the remaining to me. Look into this matter ASAP and reply back at [protected]@gmail.com.

Hi,
I reported 6 check-in baggage missing on 31/aug/2017 at jfk airport in newyor airindia official, but they updated only 2 bags in complaint form. I am not able to reach them in phone provided by them to correct the details and nobody lifting phone.

Call center giving [protected] number only and nobody lifting phone.

Please help us.

Regards,
Prasad

Hello

This is in regards to AirIndia flight AI 121 from Delhi to Frankfurt on the 23 August 2017, we boarded the flight and because of some issue the flight departed late from Delhi Airport and it landed late as well in Frankfurt around 07. 38 PM and we went to collect the baggage which was not on the belt we were near the belt around 08.00 PM and because of the aircraft problem we got the luggage at 09.10 PM we went to the Air India counter because we had a train to Stuttgart at 08.52 PM was been missed and the person at the desk did not help us and we have to buy a new ticket to stuttgart which cost us 130 Euro for 2 people.

I am not happy because it was not our fault and I am looking for compensation.

I am attaching all the tickets of the train and the boarding pass as well and would be waiting for your reply ASAP.

Thanks
Pankhuri Gurha

We have booked flight fpr 22nd august from delhi to surat, pnr HQ7XB, AIR INDIA FLIGHT AI-489, From 19:05 from delhi..They have preponed flight to 6:40pm..ghdy tried to inform on mob but it was switched off as person was travelling to malaysia..so we didnt got information n we got late n missed flight..
My concern is how can u prepone flight anytime?coz if we want to take flight earlier then we could have booked earlier flight.but as we have taken 7pm flight we make our schedule accordingly..so after giving a perticular time u should not prepone ur flight..if it is so u if somebody miss the flight u should arrange something for them or you have to compdnsate them coz this is not a joke that u can make anytime change in timing of flight..

Date: 20-08-2017
Place: Abu Dhabi (U.A.E.)

To The Director/Manager
The Air India Express
Abu Dhabi, U.A.E.

Dear Sirs/Madam

Sub: Problems faced during my travel from Abu Dhabi to Mumbai – Mangalore
Ref: Ticket No: [protected] Passengers: Aranha/Leena Cynthia and family

I the undersigned along with my daughter, Rianne and son Ralston were travelling from Abu Dhabi to Mumbai by Air India on 20th July 2017 and from Mumbai to Mangalore on 23rd July (Copies of the E-tickets are enclosed for your ready reference). During my travel I encountered the following difficulties:
1] At the time of booking the air-tickets, I was told that the baggage allowance from Abu Dhabi to Mumbai is 30 Kgs. per ticket. And from Mumbai to Mangalore too, is 30 kgs per ticket. I was precisely informed from Air India office (Mumbai) by Staff on duty Mr. Prathik that the same is updated in the PNRs of the ticket.

However, when I was boarding the flight from Mumbai to Mangalore, I was informed that the baggage allowances permitted is only 25 kgs per person, and I have to pay for the additional baggage of 8 kgs. On informing them that I was clearly adviced its 30 kgs from your representative in Abu Dhabi, as well in India the Air India authorities wouldn’t budge and not at all receptive to me.
Since there was no other way as I was with my children and not to make much issue on this, I just paid the extra luggage which is wrongly collected from me.
My Concern: Is this correct and justified from the Air India authority to handle the issue and charge me unnecessarily for this. If correct from your side, why I was given wrong information as to the baggage allowances for Domestic is only 25 kgs.

2] While landing at the destination airport, Mangalore, one of my baggage is missing, and on enquiry I was told that the baggage is held up in Mumbai as it was with a power- bank.
And, I was told that Airport authorities need an authorization from me to open the baggage and then only they will forward the baggage. Once I gave them my consent, they processed and the baggage came to my place on the next day with a few items missing, power-bank, perfume bottle and kids shirts. These items remain un-returned to me as of date.
My Concern: Is it justifiable to held up my baggage just for the Power-bank ? that too without informing me at the time of boarding the flight, also for unreasonably paying for the extra luggage as your esteemed Airlines terms it. If I was informed, I would have made some other arrangements to handover the same to my family at the point of origin. There was more than an hour to board the flight. If there was suspicious things with security concerns in the baggage, why it took many hours to open my bag, why Air India staff on duty did not take responsibility to inform me and why do airport authorities require my/passenger’s permission to open the bag.

Hope, I have addressed my grievances in accordance to your understanding. I kindly request you to reimburse us the unreasonably over charged amount that I paid on baggage and find locate my missing items and deliver it to me as soon as possible.

Thanking you for the support and care taken to us while our safe to & from Journey from
Abu Dhabi - Mumbai-Mangalore.

Rgds

Leena Cynthia Aranha
Mobile No: [protected]

Encl:
Copies of the Air-tickets

I am disgusted and appalled at the lack of basic customer service shown by the Delhi airport Air India staff ! I have travelled Air India many times and taken advantage of their ‘airport upgrade’ service whereby once can move from economy to business for a relatively reasonable fee. However, this trip I received a mail in advance saying I could arrange over the phone to increase certainty of a seat within 24hrs. I thought fantastic – but in hindsight I wish I had never received the mail. After the first 20mins phone call they advised I was too early and so arranged call back. This was executed, but done two hours later and so again not within the 24hrs so another wasted 20mins. I called back the next day to arrange and 20mins later was advised it was completed and would see new ticket issued. It didn’t come but my CR card notified of a transaction and so I assumed all good. I got to airport ready to have an easy journey with no fuss. First off I was advised no upgrade been done, no record. I showed CR Card and asked them to sort out whereby everyone walked away and left me for 10mins until I insisted in speaking to the most senior person. The Duty Manager Mr Abhishek Bana has not a single ounce of customer service in his body! No acknowledgement, no sorry no apology. After another 15-20mins they tell me the transaction was cancelled and refunded as they forgot to charge the GST. And so I should pay again! At this stage again no apologies or acceptance that this was their problem not mine. Then I had to go to another area and pay again with no service and no priority! The whole diabolical experience took at least 45mins and left me so upset I cannot even start to share with you. The staff should be ashamed to say they service customers; this is lead and enforced from the top ! This is made even worse for me as I have worked for an Indian company for 10years and I know service is avail with a capital S in many places. The only positive comment I can share is about SB Yadav who quietly apologized – thank goodness 1 person (as well as the flight service staff who are very good) out of the 15-20 people on staff in the Delhi aiport knows what it means. Perhaps it is Mr Yadav who should be promoted. My advice to all unfortunately is to avoid this airline if you can

We recently travelled by Air India from Chennai to Kolkata on 17.8.2017 (airline booking reference HTH5G). The ticket was booked on 2.7.2017 and during the booking, several food options were displayed in the menu, of which the following choices were made:

name-Mr. SUJIT KUMAR SAHA - diabetic meal.

name - Mrs. HAIMANTI SAHA - no choice, which means standard non-veg meal.

On board, we were, however, told that ONLY veg meal will be supplied to all passengers in economy class. As a result, I was not supplied diabetic meal and my wife was not served non-veg meal which we opted for.

A few weeks AFTER we booked the ticket, we came to know from the newspapers that AI had planned to serve only veg meals in the economy class. However, my argument is that this decision can not be applied to tickets which are already sold (the food option during booking is binding on the airlines). Any such commercial decision should be applicable to tickets purchased after a certain date and the booking website should also display this information.

I consider this as a breach of trust by AI. No message regarding change of food was received either.

Please take suitable action to prevent such arbitrary decision by an airline.

Sujit Kumar Saha

I travelled with my wife from Delhi to LHR on 22nd July by AI 161. The ticket was booked on 8th June and I was charged higher udf . As per the government notification, the user development charges have been reduced . It also mentions that the amount will be automatically refunded by airlines if travel happens after July 7. I am yet to receive any refund even after 4 weeks. The travel agent says they have not received any communication from Air india regarding the refund. Can you please let us by when will the refund happen. My PNR is HB7XG

-Jai Prakash

We have been very unfortunate to have our tickets booked in Air India from Delhi to London. We are basically from USA but originally from Delhi, normally we travel via Delta which is by far the best airlines if you have option but this time makemytrip offered Air India for one leg. We thought this might be fine as it's via London and just for one leg plus what else can go wrong as our complete itinerary is Delta for both inbound and outbound but just this leg.
Anyways first the staff at IGI airport is scary they have no idea what they are doing and over the top immense attitude I don't know for what. My wife along with my two girls 6 and 2 years was supposed to get boarding pass, pay fee for extra baggage and that's it but to make matter worst they have no clue how much to charge. They started with $250+ and then bargain (can you believe this). We called Air India support one day before and they said $70 as flat rate but these personnel firmly said $220 as final and nothing else. My wife started contacting support number and they again confirmed $70 but in vain. All this mess wasted 2 hours and left my ladies crying out loud at airport.
Next they refused to have carry on checked out of courtesy with kids which mind you all international flights do. But Air India is real sucker there! my wife had no other option but to carry three check in bags with stroller, diaper bag. It was the most horrible experience she ever had and I say Air India is worst ever and shame on country.
Blessings to one of the airport staff that helped her skipping the queue with special access so they can make on gate.

I am the unfortunate traveler on AI Flight 191 from Mumbai to Newark on 7th August morning at 01.30 HRS.
I had booked the ticket online on your website paying a premium return fare of Rs 1.07 Lakhs. I have also confirmed my booking online on 18.07.2017 and blocked seat no. 25F as per the ticket modification confirmation No. AIBE33015963.
On arriving at the airport and boarding the aircraft, I was shocked to see that the Boarding card mentioned my seat as 52 C, the last seat on the last row of the aircraft with very poor leg and luggage space. How my seat was changed without my notice or information is beyond my comprehension and needs further investigation including a Vigilance one.
I was in for a more shocking surprise after the flight took off. The Inflight Entertainment was non operational and I had to complain to the cabin crew 4 times. The system was reset 4 times but of no avail. The cabin crew expressed their helplessness at setting it right and asked me to lodge a complaint after landing. How I spent 15 hours of travelling without any entertainment cannot be imagined or gauged. It was sheer torture at its worst. Since the flight was totally packed, I was not even offered another seat or alternative.
The cabin crew, status of toilet etc were not befitting an International Airline. Refreshments were served as if giving a favour to the traveler and snacks only on specific demand at the counter.
The whole episode has been a very bad experience. As a regular traveler and FF member of AI, I request you to kindly lodge my complaint and arrange for its redressal. I have lodged a complaint on the website and also written to to the Top Management but no reply has been received even after a week.

To whom it may concern,

I would like to register a complaint with you regarding our flight from London Heathrow to Bangkok (AI 112), with a change at Delhi (AI 332).
The flight was around half an hour late leaving Heathrow, however there was no issue here.
I had no entertainment for the duration of the 8.5 hour flight to Delhi. After take off we realised that my TV did not work. I made the cabin crew aware of this yet it was not until three hours in to the flight that they attempted to reset the device, they did this twice without any luck. They were unable to move my partner and I so I was left without a TV.
As if this was not bad enough, we were then 2.5/3 hours late leaving Delhi which meant that we missed our flight to Sri Lanka from BKK as by the time we finally landed in BKK and received our bags, the check in desk was closed. There was no Air India ground staff available to talk to regarding this issue, and we had to be in Sri Lanka as soon as possible, so we're forced to pay for a new flight each to Sri Lanka costing us £500, plus the cost of a taxi and hotel for the over night wait.
I am utterly disgusted by the service that the airline has provided us with, and look forward to a response from you soon.

I sincerely hope that our return flight from Bangkok on Thursday 31st August (AI 331, AI 131) does not provide such terrible service, and cause an inconvenience both regarding time and money.

Yours sincerely,

Miss Sally Messenger

Booking reference number:
JL1YZ

[protected]@hotmail.com

Hello - my wife travelled AI 127 flight ticket no 0988601277922C4, we purchased a bassinet seat with extra $175 and we were not provided a bassinet seat and a flight manager told to refund us back. This is totally ridiculous answer and air hostess name Mohit was very rude and kept asking a mother to adjust baby as my wife had no option to hold a sleepy infant on lap. We have other pesseganger as witness of situation. Please help us to take a necessary action to clean the mess and problems. My wife and infant had lot of trouble in flight. Let us know your next step to satisfy the customer and will be glad to discuss with you. Please send me an email bhavdeep.[protected]@gmail.com. We need definitely a refund on a ticket. Waiting to hear soon.

Dear Sir,

I have booked an E-Ticket as per PNR (Y2321) for the sector TRV/SHJ on 2nd August 2017 and blocked the seat No. 4A for my nephew Mr. Asif Mohammed Sali. Today was his travelling. In the checking counter at Trivandrum International Airport, the counter staff issued him boarding pass with seat No. 32D. He was directed to the Manager in charge in the airport when he asked to issue the seat we were blocked.

Unfortunately he was not ready to change the same and was spoken with me through telephone. He was telling the 4th row seat is payment seat and you did not pay for the same. I told him that at the time of reservation it was shown that the same seat I blocked was free of cost. He told that he don't know about it and it may mistake of the Air India Site. I feel shame that one of your senior responsible staff doubting the trust of your web site.

At last he has allotted 8th row seat which is the emergency exit row after understanding that we are going to complaint about this incident.

I also felt the same experience before at Sharjah International Airport for my personal travelling time. I am using Air India since last 20 years and my FFP No. is [protected].

I have booked a seat for me myself on 19th as per PNR (Z8L71) wish to cancel related with this very bad and sad incident happened at Trivandrum International Airport today.

Please note that these type of employees will spoil the reputation and growth of our National Airline. Please take the appropriate action against the irresponsible employees and save Air India.

Regards

HASHIM. S
LIAISON MANAGER
PACE GROUP, SHARJAH
UNITED ARAB EMIRATES.
[protected]
[protected]

AIR INDIA LTD. AI Flight Number 191
CONFIRMED, Confirmation# Y7BWF Wednesday, 09 August
Departure: BOM MUMBAI, INDIA
1:30AM
Terminal 2 International
Arrival: EWR NEWARK, NJ
7:55AM
Terminal B

Concern:After lot of checks I finally booked the non stop air india as my parents were traveling alone and are aged. Firstly we didn't get to know of the 3 hours delay in advance, schedule was 1:30 am and started at 5:20. If there was proper communication it would have helped parents to start late for airport but instead parents were already at airport and with no option to wait for 6 + hours, which I am still Ok but to top it up the flight failed to cover the delay hours and arrived at 11:20 instead of 7:55 am. Air India didn't even bother to keep the website update with the exact tracking details which made further difficult to know when is flight arriving to US.
To ease the travel what ever arrangements I had made ensuring they have wheel chair assistance all in vain due to the long hours delay and instead of short travel became an cumbersome long hours travel for my parents.

What is Air india doing about it, its a big failure to have such delay affecting 100+ travelers. I would like AirIndia to pay for the pain and the trouble my parents went through.

I recently took a flight from Delhi to Birmingham with a small baby, I was not given a bassinet seat people were sitting in that seat and refused to move and they had no need for that seat so I sat squashed with a small baby. There was so customer service or help air hostess was very rude and not helpful. My stroller was not given to me I had to wait one hour for stroller and luggage while holding a small child I had squashed in a small seat with for over 8 hrs

Hello,
I am very unsatisfied with how my delayed luggage (Tag Number AI367956) was dealt with. I flew to Kathmandu via Air India from Newark International Airport on June 23th, 2017, flight # 172. I had a layover in London and Delhi. My luggage was lost and I did not get it back until June 30th, 2017. Although the person at the aiport was helpful and submitted my lost /delayed luggage claim (KTMAI1474/25Jun17/116GMT), he told me more than once that the luggage would be at the Kathmandu airport the next day. He also did not give me the reason it was delayed. I spent $20.00 just for the taxis I needed back and forth from where I stayed in Kalanki. I then spent $37.00 on toiletries and undergarments. I did have some clothes with me, but after two days, I thought my luggage would not arrive. I would like to be reimbursed $100.00 to cover what I spent in toiletries as well as the anxiety it caused me as I was going to cancel my trek because I did not have any of my hiking gear for the first five days. I was given 2000 Nepali Rupees from the Air India attendant at the airport. He said I would need to contact Air India if I desired more compensation. I tried calling the 800 # two days ago, and the agent could not understand what I wanted and then told me I needed to go back to the airport in Kathmandu! I am back in the U.S. now.

I have never experienced luggage being lost this long and then silence from the airline. I am very disappointed. Please respond so that I can better recommend your services to other people.