Air India faces backlash amid rising passenger complaints and operational challenges

Air India is once again under scrutiny following a series of media reports highlighting incidents, raising concerns about passenger care and operational efficiency as the airline completes three years under the Tata Group’s management. This week, the former national carrier made headlines for abandoning an elderly passenger at Toronto Airport to a mid-air return due to clogged lavatories. The news brought into focus the airline’s commitment to customer service came with its ambitious transformation program Vihaan.ai being a point of discussion.

In the latest incident, an 85-year-old woman was left stranded at Toronto Pearson International Airport after Air India staff failed to provide promised wheelchair assistance. The woman, who had flown from New Delhi on Air India flight AI-189, was abandoned at the wrong baggage claim area despite prior arrangements for special assistance.

According to the woman’s grandson, Sparsh Jain, her family had arranged wheelchair support due to her age and mobility issues. However, upon arrival, an Air India ground staff member escorted her to the terminal before taking the wheelchair away, leaving her to manage on her own. Jain explained that his grandmother was left with a handbag and a small carry-on suitcase, while her three checked-in pieces of luggage, weighing approximately 80 kg, were left unclaimed.

Exhausted and overwhelmed, the elderly passenger stood stranded for nearly 40 minutes before a security officer noticed her distress and stepped in to help. “This guard, a stranger, did what Air India staff should have done. He helped her with the luggage and guided her outside,” said Jain. By the time she reached her home, she was physically and emotionally drained.

This incident is not an isolated one, as the airline has been embroiled in a string of operational challenges that have dented its reputation. In another recent case, an Air India flight from Chicago to Delhi (AI-126) was forced to return to Chicago’s O'Hare International Airport after 11 out of 12 lavatories on board became clogged. The incident occurred when the flight, carrying around 300 passengers, was over Greenland, approximately four and a half hours into its 14-hour journey.

Passengers were left frustrated as they had no choice but to endure the inconvenience until the flight returned to Chicago. Air India later described the issue as a “technical problem” and offered passengers full refunds or complimentary rescheduling. Accommodation was also arranged for those affected, but the incident once again highlighted the airline’s struggle to maintain operational reliability.

Adding to Air India’s woes, a flight from Mumbai to New York (AI-119) was forced to return mid-air after a threatening note was found in the aircraft’s lavatory on Monday, 10 March 2025. The flight, which had crossed over Azerbaijan, made an emergency landing at Mumbai International Airport. Following standard security protocols, authorities conducted thorough checks before rescheduling the flight to depart the following morning. Passengers were provided with hotel accommodation, meals, and other assistance during the delay. 

An Air India spokesperson acknowledged the potential security threat and emphasised that passenger safety remains the airline’s top priority. The incident, however, further strained the airline’s image as travellers continue to question its ability to handle emergencies efficiently.

Since being privatised and taken over by the Tata Group in 2022 in an Rs 18,000 crore deal, Air India has aimed to modernize and revamp its services under the Vihaan.ai transformation program. While efforts have been made to enhance in-flight amenities, including introducing Wi-Fi and AI-powered booking systems, customer dissatisfaction remains widespread. From broken seats and misplaced luggage to operational mishaps, the airline has struggled to shake off its legacy issues despite new leadership.

Free Press Journal reported that industry experts are divided on the airline’s progress. Aviation expert Captain Mohan Ranganathan criticised the ongoing lapses, stating that despite being under Tata’s ownership, Air India continues to suffer from low training standards and a lack of discipline. He also pointed out the ongoing issues related to favouritism within the organisation, which impede meaningful progress.

Jitender Bhargava, a former executive director of Air India, acknowledged the airline’s efforts to address its challenges but noted that revamping the brand is akin to a “five-day test series, not a T20 match.” He emphasised that revitalising grounded aircraft, expanding networks, building a new management team, and merging with Vistara have collectively proven to be a monumental task.

The recent incidents have sparked widespread public outrage, with many calling for greater accountability and stricter protocols to ensure passenger safety and comfort. There is also growing demand for better training and supervision of ground staff to avoid negligence, particularly in cases involving elderly and differently abled passengers.

The Directorate General of Civil Aviation (DGCA) has taken note of the series of complaints and is expected to scrutinize Air India’s adherence to safety and service norms. Union Minister Shivraj Singh Chauhan’s own experience of being allotted a broken seat on an Air India flight from Bhopal to Delhi recently drew the attention of the Ministry of Civil Aviation, which instructed the airline to take corrective measures.

While Air India’s CEO and MD, Campbell Wilson, acknowledged in January that the airline still has a long way to go, he reiterated that improving quality and consistency remains a top priority. However, many aviation analysts believe that more concrete steps are needed to win back passenger trust and restore the airline’s standing in the industry.

Despite the Tata Group’s ambitious vision of creating a “world-class, global carrier with an Indian heart,” Air India’s journey toward transformation remains turbulent. As the airline navigates through operational challenges, its ability to prioritise passenger care and maintain service reliability will be crucial in reshaping its legacy and rebuilding public confidence.