DELHI- A broken business class seat on an Air India (AI) flight has sparked widespread concern about the airline’s maintenance standards and customer service quality.
The incident, which occurred on a Mumbai (BOM) to Delhi (DEL) flight, has quickly gained traction on social media, adding to mounting criticism of India’s national carrier.
Broken Seats Concern
Urvashi Prasad, former director at NITI Aayog, brought attention to the issue when she shared photos of her damaged business class seat on flight AI 2996. The images revealed a seat with a loose panel, prompting Prasad to tweet on X.
Her comment, combining genuine concern with pointed criticism, resonated with many travellers who have experienced similar issues with the airline. The implication that structural problems might extend beyond visible cabin elements touched on deeper anxieties about aircraft safety.
The online reaction was swift and multifaceted. Numerous users came forward with their accounts of subpar experiences on Air India (AI) flights. One commenter noted, “I had a broken seat on my last flight too! What is going on with Air India?” while others approached the situation with humour, suggesting the airline was offering an “authentic” travel experience.
Air India’s social media team responded promptly to Prasad’s complaint. The response, while timely, did little to address broader concerns about maintenance standards.
Wider Industry Problems
The incident highlights more systemic issues within India’s aviation sector. According to recent reports from the Directorate General of Civil Aviation (DGCA), passenger complaints have increased by 57 per cent during the last financial year. Both Air India (AI) and SpiceJet (SG) have received particularly high volumes of grievances, suggesting persistent quality control issues.
The nature of these complaints varies from maintenance concerns to service quality problems, creating a challenging environment for airlines attempting to rebuild customer trust post-pandemic.
Industry experts note that such visible maintenance failures in premium cabins are particularly damaging to brand perception.
Public Perception Challenge
Commentary on social media posts about the incident reveals a growing impatience with Air India’s service standards. “It’s disheartening to see such service from a major airline. They must step up their game!” wrote one user, reflecting widespread sentiment that the airline needs significant improvement.
Some voices urged caution, suggesting that isolated incidents can be magnified through social media. “Every airline has rough patches, but it’s important to share constructive feedback,” noted another commenter, highlighting the complex relationship between public perception and actual service quality.
Bottom Line
Air India (AI) has requested that passengers and media avoid damaging their reputation without substantial evidence, but incidents like Prasad’s broken seat provide tangible proof of maintenance shortfalls that are difficult to dismiss.
As Air India (AI) continues its post-privatisation transformation, addressing these maintenance and quality control issues will be crucial to rebuilding passenger confidence and competing effectively in India’s rapidly growing aviation market.
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