Why is Air India Facing Passenger Backlash After the Ahmedabad Crash?

New Delhi, June 20 (NationPress) Just a week following the tragic incident of Air India flight AI-171 from Ahmedabad to London, the national airline is now encountering significant criticism from passengers regarding subpar service, damaged luggage, mismanaged refunds, and claims of harassment, all of which are being shared on the social media platform X.

On June 12, a Boeing 787-8 Dreamliner operated by Air India crashed shortly after departing from Ahmedabad, resulting in the loss of 275 lives, including 241 passengers and crew members, as well as 34 individuals on the ground, since the aircraft collided with a hostel affiliated with a medical college.

This crash, noted as one of the gravest in Indian aviation history, has placed the airline under a glaring spotlight. Passengers are now expressing their ongoing grievances, illustrating a concerning portrayal of Air India's service quality.

A user by the name of Qamar Saquib revealed that on June 18, while traveling from Patna to Jeddah with layovers in Delhi on Air India flights AI-2634 and AI-991, he discovered his gold (weighing 5.5 grams) was missing from his luggage upon reaching Jeddah.

“I promptly lodged a complaint at the Jeddah airport,” he stated, tagging the airline for responsibility.

Jasmeet Singh highlighted a different concern, accusing Air India of failing to honor a refund guarantee made by airport personnel.

“This is a blatant case of deceit. The staff displayed insensitivity towards my mother, a senior citizen, who was traveling with my sisters,” he shared.

In another alarming post, a user named Sakina alleged that Air India wrongfully canceled her grandparents' tickets from Mumbai to Bengaluru, both of whom are heart patients.

“On June 9, I received an email stating that the tickets for June 26 had been canceled online — a transaction I never authorized,” she asserted.

The refund provided was a mere ₹1,400 for tickets worth ₹15,000, and customer service has reportedly gone silent.

“This is a scam,” she claimed, deeming the action as “a breach of security” and “fraudulent.”

Yash, another traveler, stated he faced both mental and physical distress when he was compelled to switch seats multiple times on flight AI-558, despite having pre-booked seat 12D.

“I suffer from back issues and was moved from 12D to 16C, and then to 29D,” he expressed.

Passenger Rajneesh Khullar, tagging the Ministry of Civil Aviation and DGCA, voiced his frustration over damaged baggage and the lack of response from Air India.

“We received our bags after a week. One was broken. I have sent over two dozen emails and filed a claim (Case #23700866), but I have yet to receive any feedback,” he mentioned.

Parul Kumar, who traveled on AI-309, criticized the airline for “extremely dirty” restrooms, non-functioning screens, and unresponsive attendants, despite paying AUD 1,500 for her tickets. “Very poor service,” she stated bluntly.

Another passenger, known as AR, shared a video from flight AI-810 and urged Air India to replace the “dirty and worn-out tapestry” on its aircraft “for the sake of Tata Group’s reputation and in memory of late Shri Ratan Tata.”

These complaints are now intensifying the pressure on Air India, which is already under scrutiny following the tragic June 12 crash.

The national carrier, anticipated to experience a revival under the Tata Group's management, is now facing renewed criticism not just for technical and safety lapses but also for widespread service deficiencies.