Air India refunds fare to CEO who flew ‘worst 1st class’ on its US-Delhi flight

NEW DELHI: Air India has issued a refund to a passenger who had the "worst first-class cabin" experience on the airline’s Chicago-Delhi flight, which cost him $6,300 for a one-way ticket. The seat and carpet were extremely dirty with stains, the inflight entertainment (IFE) did not work during the 15-hour flight, and "30%" of the food options on the menu were unavailable. The passenger, Anip Patel, founder of Chicago-based VC firm CaPatel Investments, shot a video of his experience and posted it on Instagram. The video went viral, garnering thousands of views.

Complaints like these have been mounting, especially from passengers flying Air India’s older widebody aircraft, which are still years away from a much-needed revamp. On many international routes, especially to the US, Air India is the only nonstop option, with passengers paying as much as Rs 16 lakh for a round-trip first-class fare.

“Terrible experience on Air India’s Mumbai-Newark flight. Broken tray, blinking reading lights, and no entertainment system on a 16-hour flight. All this while AI charges the highest fare for this sector,” a passenger tweeted from the handle @HumeraPathan on Sept 19.

Air India has been issuing refunds to passengers on some flights delayed by many hours or even days. Now it has started issuing refunds for broken seats, as in this latest case. Patel wrote on Instagram: “I recently endured a 15-hour non-stop flight from Chicago to Delhi, and it was far from pleasant. I had heard negative things about Air India in the past, but I was hoping the recent changes under new management would improve the experience. Unfortunately, that wasn’t the case. The IFE was down for the entire flight. First class was in poor condition—unclean, with leftover food and trash still in the cabin, and everything looked worn out or broken. It was a frustrating experience overall. Be aware if you’re flying with them.”

“Everything was ripped, ruined. The meal service was first come, first served for the four passengers in first class. I understand regular wear and tear, but this was next level,” Patel says in the video. “I didn’t file a complaint with Air India, but they saw the video on social media, called me, and refunded my entire flight... they did make it right, and it’s worth noting,” he said on Instagram.

Comments were sought from Air India regarding this recent refund, but none were received by press time.

The Tata Group took over Air India in January 2022, inheriting a dilapidated fleet that had not seen any upkeep or renovation during its last years as a cash-strapped public sector unit. Global supply chain issues caused by COVID-19 and exacerbated by Russia’s war on Ukraine have delayed the fleet's renovation. The airline’s on-time performance has also declined.

This Monday (Sept 16), Air India began implementing its $400 million revamp program for 27 Airbus A320neos and 40 widebody Boeing (777 and 787) aircraft. In a phased manner, the Airbus planes will be refurbished first, followed by the Boeing planes, with new seats, carpets, curtains, upholstery, and modern cabins. The narrowbody fleet upgrade is expected to be completed by mid-2025, after which the widebody planes will undergo refurbishment.

Passengers like Patel flying long-haul on Air India's old planes will have to wait longer for a better onboard experience.