Former Indian Council of Medical Research (ICMR) chief and ex-WHO Chief Scientist Soumya Swaminathan recently expressed her frustration with Air India after a disappointing experience trying to upgrade her seat on a Nairobi-Delhi flight.
She claims that despite being a loyal member of Air India’s Maharaja Club with sufficient mileage, she was unable to secure an upgrade due to “illogical” reasons provided by the airline. Swaminathan’s criticism on social media highlighted broader issues with Air India’s customer service, prompting responses from other frequent flyers who shared similar grievances.
Air India acknowledged her complaint and requested her booking details for further assistance. However, in a later update, Swaminathan thanked Air India’s social media team for their proactive engagement and satisfactory resolution of her problem.
Scientist’s Frustration Highlights Airline Woes
Swaminathan took to X (formerly Twitter) to describe her “terrible experience” with Air India, stating that she faced a “dead end” in her attempts to upgrade her seat despite her loyalty status and available mileage. She says that the airline’s reasons for denying her upgrade were “irrational,” leaving her feeling frustrated.
Her post resonated with many users, who echoed similar complaints about Air India’s service quality, including poor inflight cleanliness and unresponsive customer support. One user described the airline as increasingly “nuisance-like,” while others criticized its lack of customer-centric policies.
Swaminathan claims that her experience is indicative of a larger problem with how the airline treats its loyal customers. She emphasizes that loyalty programs should reward frequent flyers consistently and fairly.
Recurring Issues and Public Response
This incident adds to a growing list of complaints about Air India’s customer service and booking systems. She notes that the airline has faced public backlash over service inefficiencies even after its acquisition by Tata Group, which had raised hopes for improvement. Similar complaints about Maharaja Club membership benefits have surfaced, reflecting dissatisfaction among loyal customers.
Swaminathan’s experience coincided with other troubling incidents, further tarnishing the airline’s reputation. For instance, there have been reports of passengers facing difficulties with check-in processes and luggage handling. Air India’s response, requesting booking details via direct message, was met with skepticism by many who felt it was insufficient to address the systemic issues.
However, Swaminathan later expressed gratitude towards Air India’s social media team for resolving her issue satisfactorily, stating, “I would like to thank @airindia, especially the social media team, for their proactive engagement and satisfactory resolution of my problem. I will continue to fly AI as much as possible”.
The Logical Indian’s Perspective
This incident underscores the urgent need for airlines like Air India to prioritize customer satisfaction and operational efficiency. Swaminathan’s experience highlights the importance of delivering on loyalty program promises to retain trust.
While her issue was eventually resolved, it serves as a reminder that consistent service quality is crucial. As advocates for dialogue and empathy, we urge Air India to address these concerns transparently and implement systemic changes that enhance passenger experiences.
This could include improving communication channels, ensuring consistent service quality, and providing tangible benefits to loyalty program members. What do you think needs to change in Air India’s approach to customer service? Share your thoughts in the comments!
