A disgruntled Air India passenger, Soumitra Chatterjee, took to social media to vent his frustration after a 16-hour business-class journey from Chicago to Delhi. He described the experience as an “ordeal” due to a malfunctioning seat, subpar food, and poor cabin conditions. He was dismayed by the airline’s response to his complaints, saying it was “condemnable” and would only lead to more passengers expressing dissatisfaction.
Chatterjee’s posts on X highlighted the issues he faced, including a broken seat, poor food, and a hospital-like cabin condition. He also claimed that the airline offered him a mere ₹5,000 compensation against his ₹2,42,000 ticket price, which he considered inadequate. He expressed his disappointment with Air India’s attitude and treatment, stating that it would only lead to more passengers saying “to hell with Air India.”
Air India responded to his post, asking him to provide more information about his concerns via direct message, but Chatterjee was not impressed, criticizing the airline’s approach as “condemnable” and highlighting that it was just a “token gesture” to silence him. He also expressed his skepticism about the airline’s ability to address real issues, stating that it was just a “show” to keep passengers quiet.
The incident highlights the importance of prompt resolution of customer complaints and the need for airlines to listen to their customers and address their concerns sincerely. While Air India’s response to the issue was initially seen as adequate, Chatterjee’s experience suggests that there is still much to be improved. The incident also underscores the need for airlines to be transparent and responsive in their dealings with customers, as even a small gesture of goodwill can go a long way in resolving disputes and maintaining customer trust.