Our family traveled from Kolkata to New York (JFK) with Air India as the final carrier, in a ticket involving American Airlines and IndiGo. Despite clear regulations and evidence, Air India has refused to accept responsibility for our delayed, through-checked baggage. Both boarding passes and tags confirm our bags were checked to JFK, but Air India failed to deliver and provided contradictory information. We have documented all expenses and filed an official complaint with the U.S. Department of Transportation. Air India is ignoring legal obligations under the Montreal Convention and keeps blaming IndiGo, despite international regulations requiring the last carrier to take responsibility. We have incurred hundreds of dollars in costs and many hours of lost professional time—all due to Air India’s non-cooperation. Strongly advise avoiding Air India if you value reliability and transparency.

Subject: Extremely Poor Experience – Air India Flight from New Delhi to JFK I had a deeply frustrating experience with Air India recently. I arrived at the New Delhi airport on time for my scheduled flight to JFK, only to find out — with no prior notice — that the flight had been canceled. Worse, I was rescheduled on a completely different airline two days later, severely affecting my travel plans. The chaos at the airport was unbelievable. The customer service representatives were rude, unhelpful, and lacked any useful information. I was left stranded, trying to figure things out on my own while dealing with the stress of missed commitments. Eventually, I was able to get some information, but only after persistent efforts.

Our family was travelling IND after long time and we flew through AI since TATA group overtook it, BUT this turned out our misconception. we reached JFK & after normal routines onboarded flight AI-102 - 06/13/2024, it started delayed and we were hopeful it would land on time as its non-stop flight and may recover but this did not happen and India travel plans got ruined, reservations loss and had to shell extra $$$ for Uber intercity cab to reach destination. Flight experience - AC - Moment we embarked flight, it was hot, I asked air hostess and she said it'll turn better as soon as flight takes off to some extent it did turned better. Food - Food was average it wasn't the quality, kind of food that usually AI is famous for. Astonishing part starts now... AI-102 is direct NYC - DEL flight and airlines did not carry any kind of soda(Coke, Pepsi, Fanta etc.) all they were carrying was juices(Apple, Orange) & liquor. I being a teetotaler was taken aback. Toilet - Out of 4 toilets available, 1 toilet was non-functional (refer image, clip) & steward said sorry. I was wondering how can be, flight arrived from DEL & maintenance team had time to fix issue but AI opted flying with broken toilet. Water - After few hours in flight, we went crew area & asked for water, to our surprise, cabin crew said they do not have water & all they're left with liquid that is used with Gin (refer can image)... we were very thirsty we attempted sip but gave up for its taste. IFE - It was broken for the whole plane... Cabin crew did not provide headphones...Screen never loaded content & travelers lived up to their personal devices or slept... RETURN Flight: We reached DEL airport on time & after routine procedure completion reached boarding gate. AI flight that we had was AI-605 -to- AI-119 a.k.a "DEL -> BOM -> JFK" DEL - BOM flight's scheduled departure time was 09:20 PM IST and BOM - NYC flight's scheduled departure time was 01:55 AM IST. DEL - BOM flight got late, I went around 8:45 PM & enquired with boarding gate agents & they said arriving flight from ADI is delayed & hence "DEL - BOM" flight is delayed... I informed I have connecting flight BOM-JFK & do not want to miss connection, she said do not worry we'll handle and you won't miss JFK flight. After a while I went again to enquire "DEL - BOM" flight and they said its late and laughingly said " Don't worry if this is late, BOM - JFK will also be late"... Lastly at 11:25 PM "DEL - BOM" took off and landed BOM around 1:15 AM. As the flight was deboarding, I requested air hostess to let us step out as there were other international destination passengers & we have connection... she declined. Fun starts now, As we crossed bridge, AI ground staff was calling (4 JFK bound passengers please step aside)... We felt ok.. finally ground staff realized there are some connecting passengers and we'll board JFK flight. We were exited to booking counter where AI ticketing person on the desk said... JFK bound flight has left and we're putting you in hotel and you'll be boarding same flight tomorrow (24 Hours waiting). We were like... you serious, we informed AI - DEL staff about connecting AI-119 JFK flight & they gave us assurance that we'll not miss connection & now in BOM 2:00 AM morning you are telling that we'll travel tomorrow. Ticketing team said AI-DEL team did not communicate any thing to them. I said I need to return as I have things lined up & AI need to look for alternate travel/flight arrangement so that we reach on same date... They looked alternatives and put us on Etihad Airways (EY-205) at 6:30 AM for Abu Dhabi - NYC. (these thing didn't happen smooth as you are reading-negotiations, heated arguments, debates etc. happened which can't be expressed). I will hold my future travel on AI until my knowns share good experience. I would suggest TATA Group, Instead of loosing customer, its better to discontinue service till new planes arrive or fly better planes in these trunk routes. There's no harm in taking a step back, revisiting-revising strategy rather than spoiling brand name TATA.

I am writing to express my deep frustration and disappointment with my recent experiences using Air India, which have not only disrupted my travel plans but also caused significant emotional and financial distress. First, we were informed last minute that our flight had been rescheduled to depart earlier than originally booked. Despite the sudden change, we still managed to arrive at the airport two hours ahead of the new departure time. At the check-in counter, an Air India agent insisted we complete a visa survey. However, we explained multiple times that we were only transiting through Mumbai for a two-hour layover en route to Thailand, where we are citizens, and had no intention of leaving the airport. Still, she wasted our time and then abruptly told us the counter was now closed. To make matters worse, I live four hours away from the airport, and there was no way I could have gotten there earlier without a minimum of 10 hours’ notice. Another staff member, an elderly woman at the cashier counter, was shockingly rude. When the original agent called to inform her we were coming, she simply shooed us away. We were denied boarding, given no refund, and told rescheduling would cost an additional $2,400—with no apology, empathy, or assistance offered. Update: We decided to rebook our flights at great personal cost. This time, we arrived at 5:00 a.m. for an 11:55 a.m. flight, well over six hours early. We made sure to complete the digital arrival card in advance to comply with every requirement. But again, Air India refused to let us check in. This time, the issue was that our stay in Thailand was 60 days and a little under 2 hours—just slightly over the limit. Despite explaining that Thailand allows visa extensions and that we could easily cross into Laos and return to reset our stay, we were left waiting for hours as staff claimed they needed to contact supervisors. Ultimately, we were told the system wouldn’t accept us unless we changed our return flight. To change the date? Again: $2,400, with zero accountability or effort to offer any kind of accommodation or discount despite all we’d already gone through. If Air India had any intention of denying our booking due to duration of stay, that should have been flagged when we booked months in advance, not at the airport gate after payment and planning. Frankly, if your system cannot process a stay that can be legally extended or reset with a simple border run—a very common and lawful practice in Thailand—then the issue lies with your system and training, not with us. This experience has been deeply upsetting. We have lost thousands of dollars and countless hours due to poor communication, untrained staff, and complete disregard for passenger needs. I will never fly with Air India again, and I strongly advise others to avoid this airline until it addresses its shocking lack of customer service and basic operational efficiency.

Heartfelt Review for Air India Journey: Ahmedabad to Delhi (22 June 2025) and Delhi to Newark (23 June 2025)My recent journey with Air India from Ahmedabad to Delhi on 22 June 2025, followed by Delhi to Newark on 23 June 2025, was nothing short of extraordinary. From the moment I stepped aboard, I was enveloped in a travel experience that touched my heart with its warmth, professionalism, and unwavering commitment to passenger care. Air India has truly set a gold standard for air travel, leaving me with memories of a journey that was as seamless as it was delightful.Exquisite Culinary Experience: The in-flight meals were a revelation, bursting with flavor and crafted with care. Each dish was a testament to Air India’s dedication to quality, offering a delightful blend of taste and presentation that made dining at 30,000 feet feel like a gourmet affair. From the domestic leg to the international flight, the food was simply impeccable.Unparalleled In-Flight Service: The cabin crew was the soul of this journey, their kindness and attentiveness weaving a tapestry of comfort and care. With every request met with a genuine smile and every need anticipated, the crew transformed the flights into a haven of hospitality. Their professionalism and warmth made me feel valued and cherished as a passenger.Pristine Cleanliness: The aircraft sparkled with cleanliness, reflecting Air India’s meticulous attention to hygiene. From spotless cabins to immaculate restrooms, every corner of the plane radiated a sense of care, ensuring a safe and serene environment for all travelers.Supremely Comfortable Seating: The seats were a sanctuary of comfort, designed with the passenger in mind. With generous legroom and ergonomic support, they made the short hop to Delhi and the long haul to Newark equally relaxing. The reclining functionality was a blessing, allowing me to rest with ease on the transcontinental flight.Crystal-Clear Announcements: The in-flight announcements were delivered with clarity and poise, keeping passengers informed with timely updates. The professionalism in communication added to the overall sense of trust and reliability throughout the journey.Admirable Commitment to Safety: Air India’s resolute stance on safety left a profound impression on me. Their strict policy of removing excess baggage due to weight restrictions for security reasons is a shining example of their dedication to passenger well-being. This bold step, prioritizing safety over convenience, deserves heartfelt applause and underscores their responsibility as a world-class airline.Overall Blissful Satisfaction: This journey was a symphony of excellence, with every note perfectly played. Air India’s unwavering focus on passenger care, from the smallest details to the grandest gestures, filled me with gratitude and admiration. It was a travel experience that touched my heart and reaffirmed my faith in the joy of flying.A Glaring Disappointment with Wheelchair Misuse: However, one jarring note marred this otherwise flawless experience—the deplorable misuse of the complimentary wheelchair service. It was utterly disheartening to witness able-bodied individuals, brimming with vitality and clearly capable of walking, exploiting this facility meant for those in genuine need. This flagrant abuse of a service designed for the differently-abled is an affront to fairness and compassion. I strongly urge Air India to impose charges for such services to deter this shameless behavior, ensuring that wheelchairs are reserved for those who truly require them. This oversight left a bitter taste in an otherwise sublime journey.In closing, Air India crafted a travel experience that was as heartwarming as it was exceptional. Despite my vehement objection to the wheelchair misuse, the airline’s brilliance in every other aspect—service, safety, and care—shines brightly. I wholeheartedly recommend Air India to all travelers and eagerly await my next flight with this remarkable airline.