Rama Naidoo's Assessment of Air India
Air India, the national carrier of India, is known for its meticulous approach to handling connecting flights, especially when an incoming flight is delayed. However, recent experiences shared by passengers suggest a more complex picture, with praiseworthy efforts coexisting alongside areas for improvement.
In scenarios where flights are delayed or cancelled, Air India proactively reaches out to affected passengers, offering re-accommodation on alternative flights, complimentary rescheduling, or full refunds according to passenger preference [1][2]. This thoughtful approach extends to providing hotel accommodation for stranded passengers when delays or cancellations cause them to miss connections [2].
However, not all experiences have been positive. A diabetic passenger, for instance, faced hardship when the business class service on an Air India flight failed to deliver the breakfast ordered [5]. Another passenger, a 73-year-old with wheelchair assistance, had to rush through security to make a connecting flight, causing fear and potential risk of falling [6].
Operational stability measures are in place to minimise the impact of delays. Air India has temporarily reduced frequencies on international wide-body flights to maintain operational stability and reduce disruptions, which indirectly helps minimise the impact on connecting passengers [1][3][4].
Yet, the overall value for money of Air India flights, considering the reported service and food issues, is questionable for some passengers [7]. The in-flight entertainment options, electronics, and the cleanliness of the toilets have also been points of concern [3].
Despite these challenges, it is worth noting that Air India's commitment to operational stability and customer service suggests that special needs and business class travelers receive focused support such as expedited rebooking and dedicated assistance through the airport, although this is not explicitly detailed in public sources [1].
On July 8, 2025, a passenger aboard the Air India flight AI308 from Delhi to Melbourne reported a poor service experience, with electronics not working and lack of food service, despite being in business class [8]. The outgoing flight was scheduled at 1:45am on July 7, 2025, but no special arrangements were made for passengers of the late arriving flight AI162 [9]. The flight AI162 from London to Melbourne, which arrived in Delhi at 1:15am on July 7, 2025, instead of the scheduled 10:55pm on June 6, 2025, was also operated by Air India [10].
The overall attitude of the crew on Air India has been reported to be less than satisfactory, requiring passengers to raise their voices to receive service [11]. However, it's important to note that the baggage handling process and check-in process were not mentioned to have any specific issues.
As Air India continues to navigate the challenges of maintaining operational stability and improving passenger experiences, it remains a significant player in the aviation industry, offering a mix of commendable efforts and areas for improvement.
Air India's proactive approach in offering travel alternatives for passengers whose flights are delayed or cancelled extends to providing accommodation for stranded passengers who miss their connections. However, some passengers have reported a poor lifestyle experience during their travels with Air India, citing issues with in-flight services, food, and electronics, especially on connecting flights.
