Bharatiya Janata Party leader Jaiveer Shergill launched a scathing attack on Air India, calling it the “worst airline” and accusing it of poor customer service, broken seats, and an unresponsive staff. His remarks, shared in a post on social media platform X, came just days after Union Minister of Agriculture and Farmers’ Welfare Shivraj Singh Chouhan also criticized the airline for similar reasons.
Jaiveer Shergill expressed his frustration after an unpleasant flight experience, sarcastically stating that Air India deserved “Oscar awards” in every category of worst airline service. He listed multiple issues, including broken seats, poor staff behavior, inadequate ground support, and an overall disregard for customer service. His post, made at 10:39 pm, quickly gained traction, with several passengers sharing their grievances about the airline. Some labeled Air India’s service as “horrible and pathetic,” while one customer complained about paying for a business-class ticket but being assigned an economy-class seat.
Nine hours after Jaiveer Shergill’s post, Air India responded with an apology and requested travel details via direct message to address the issue. The criticism comes at a time when the airline is attempting to rebuild its reputation following its return to the Tata Group in 2022. Many users defended the airline, pointing out that the Tata-owned company is still in the process of upgrading its fleet and services. However, Jaiveer Shergill’s public dissatisfaction added to the mounting complaints against the airline, following similar concerns raised by Shivraj Singh Chouhan.
Last week, Shivraj Singh Chouhan, a former Madhya Pradesh chief minister, had taken to X to highlight his own experience of being assigned a broken seat on an Air India flight from Bhopal to Delhi. The issue occurred on an Airbus A321, which was introduced into service just a year ago. Shivraj Singh Chouhan described how the seat was “broken and sunk in,” making it extremely uncomfortable to sit on. When he questioned the airline staff, they admitted that management was aware of the seat’s poor condition and that it should not have been allocated to passengers. He noted that multiple seats were in a similar state.
Despite being offered an alternative seat by fellow passengers, Shivraj Singh Chouhan insisted on completing his journey in the same seat, arguing that no other traveler should be inconvenienced. Calling Air India’s actions “unethical,” he accused the airline of charging full fare while assigning defective seats. Air India promptly responded to his post with an apology and assured him that corrective measures were being taken. His complaint also drew a response from Union Minister of Civil Aviation Ram Mohan Naidu, who stated that he had spoken with Shivraj Singh Chouhan and directed the airline to address the issue.
The Indian National Congress party used the incident to criticize the ruling Bharatiya Janata Party, pointing out service failures in the aviation and railway sectors. Reposting Shivraj Singh Chouhan’s statement, the party remarked that passengers frequently complain about travel issues but receive no resolution. The party sarcastically suggested that since a senior Bharatiya Janata Party leader had raised concerns, action might finally be taken.
Air India, which was under heavy debt, was acquired by the Tata Group in 2022 for ₹18,000 crore, with ₹2,700 crore paid in cash and the remainder used to offset its financial liabilities. Since then, the airline has undergone rebranding and announced major fleet expansion plans, including orders for 250 Airbus aircraft and 220 Boeing planes, with options to purchase an additional 370 aircraft. The Tata Group has also merged Air India with its other airline, Vistara, in a bid to strengthen its position in the aviation market.
Despite these ongoing changes, the recent wave of passenger complaints highlights the challenges Air India still faces in improving customer satisfaction and operational efficiency. With mounting criticism from political leaders and passengers alike, the airline’s ability to address these concerns effectively will be crucial in shaping its future reputation.
