DELHI- Passengers on Air India (AI) flight AI187 from Delhi (DEL) to Toronto (YYZ) via Vienna reported being asked to sign a declaration acknowledging broken tray tables in the business class cabin. The flight, lasting over 19 hours including a refueling stop, drew sharp criticism after images of the letter surfaced on Reddit.
Travelers expressed frustration over paying premium fares only to be served meals without functioning tray tables, sparking renewed debate about the airline’s maintenance standards and passenger experience on long-haul routes.
Air India Broken Business Class
Multiple passengers on Air India’s Delhi–Toronto service reported that business class seats were assigned despite broken tray tables and reclining mechanisms.
According to posts shared on Reddit, travelers were required to sign a printed acknowledgment stating they were aware of “minor design issues” before boarding.
One user described the situation as “frustrating,” saying they were expected to eat meals on their lap for the entire 19-hour journey. The document, titled Passenger Acknowledgment, included flight and seat details but left passenger names blank, raising further criticism online.
Another flyer noted that even after objecting in writing, staff insisted on the declaration, adding that the crew showed “no courtesy” despite the airline’s premium service class.
Airline’s Explanation and Policy Context
Air India stated in the document that the issue was “owing to an unforeseen operational issue” and assured passengers that safety was not compromised.
The airline said the affected seats did not meet its “comfort standards” but still complied with airworthiness requirements.
While no official statement has been released in response to the Reddit posts, the letter appeared to be a pre-emptive measure to document passenger consent and limit liability over non-critical seat defects.
Industry observers noted that such acknowledgments are rare for premium cabins, especially on intercontinental flights, and are typically seen when airlines face last-minute aircraft substitutions or deferred maintenance.
ALSO READ: Air India Offers $116 Compensation After 18-Hour Delhi to Toronto First Class Flight Disaster
Comparisons with Other Carriers
Several Reddit users contrasted Air India’s handling of the situation with global standards. One cited a United Airlines incident from 2022, where passengers stranded due to technical faults were accommodated at a five-star hotel and rebooked promptly.
Others shared personal experiences of broken seats, malfunctioning screens, and unresponsive ground staff on various Air India routes.
Frequent flyers said the airline’s inconsistent service and aging fleet continue to undercut its long-haul ambitions despite its recent revamp under Tata Group ownership.
Past Incidents and Broader Concerns
Similar complaints have surfaced in recent months on Air India’s long-haul flights to North America, including routes to San Francisco (SFO) and New York (JFK).
Flyers have repeatedly cited equipment faults, delayed maintenance, and a lack of proactive customer support.
While some passengers received partial refunds—up to INR 46,000 in one reported case—many others said no compensation or alternate arrangements were offered. The incident has reignited questions about Air India’s quality control as it works to modernize its fleet and restore global credibility.
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