Air India is supposed to be undergoing a major transformation, and understandably, not everything can change and be improved overnight. That being said, over four years after being privatized, Air India has failed to raise its baseline product standard to an even semi-acceptable level…
In this post:
18-hour nightmare flight in Air India first class
An X user shares his experience flying Air India first class on October 12, 2025, on flight AI187, from Delhi (DEL) to Toronto (YYZ). This is a super long flight, as it has a refueling stop in Vienna (VIE), and is blocked at around 19 hours, gate to gate.
The traveler describes the experience as shocking and unsafe, pointing out the following:
- The seat malfunctioned repeatedly, and had to be manually fixed by crew
- An overhead light fell on his head while having a drink
- A broken USB port with sharp edge cut his fingers
- Bed bugs on the seat and blanket gave him multiple rashes from bites
- Torn upholstery and cracked panels were visible, with zero maintenance
The passenger claims the crew was “embarrassed and filed a report, admitting the aircraft’s poor state,” and is also demanding “a full refund and compensation for physical injury, discomfort and health risk.”
Indeed, the pictures look absolutely awful, and there’s no denying that the cabin is falling apart. I’m also not an expert on bugs (so I can’t authoritatively say those are bed bugs), but yikes, I wouldn’t feel great about those creatures crawling in my bedding, especially on a flight of this length.
Air India’s lack of cabin maintenance is appalling
Air India was now privatized nearly four years ago. The company’s management is trying to completely overhaul the passenger experience, though changes have been coming at a snail’s pace. For example, so far, not a single wide body aircraft is in service with the new first and business class seats that the airline revealed in mid-2023.
While that’s frustrating, I understand why that’s the case, because getting new seats delivered and certified nowadays isn’t easy. That being said, I think that many of us hoped that under new ownership, more care would at least be put into maintaining existing interiors, and at least making them be as functional as possible.
Just over a year ago, I covered a nightmare flight in Air India first class that went viral, which just showed the cabin in a completely unacceptable state. The airline ended up refunding the cost of the person’s ticket, and promised to do better with cabin maintenance. Unfortunately nothing has changed, clearly.
What I don’t understand is why Air India can’t improve in this area. Yes, the airline might not be able to install new seats overnight, but the airline absolutely can do a better job of maintaining existing cabins, no matter how outdated they are. And clearly that’s an area that not much effort has been put into.
Bottom line
A traveler recently flew Air India first class from Delhi to Toronto, and was shocked by the state of the cabin — everything was falling apart, and there were even bugs crawling around the bed, to the point that he got multiple rashes from bites.
Air India has made big promises since being privatized, and the airline has improved in some major ways. However, the company still isn’t getting the very basics right, which is dismaying.
What do you make of the state of Air India first class?
Still better than Air Canada...
this was in first class which i forgot to mention.
I have flown AI from Mumbai to NYC and NYC to Mumbai numerous times and i have nothing negative to say. One time the door to the cabin did not close properly. On the positive side, the staff is invariably superb. Food is quite good and the price of the ticket is maybe 60% of what u would pay on other airlines.
Compared to how AI was prior to Tata's taking over, I feel there is a meaningful difference.
So no complaints here...
It looks like business class rather than first class and this is the exact reason that airlines like this have a bad reputation. Most of their flights are fine, but incident will prove people's ideas about the airline.
Travel to India regularly but my only experience on Air India was in 2009, short flight from Mumbai to Pune on an A320. The plane was not in good condition. As we lined up for take off, pilot released the brakes, engines on full thrust and my seatmate disappeared backwards into the lap of the person behind him!
Air India appears to prioritize its domestic operations, along with routes to Dubai and London, where it has introduced a number of new flights and aircraft. This focus seems misaligned, as addressing long-haul international routes should take precedence. Given the current state of affairs, it is unlikely that Air India will resolve these issues before 2030. It is advisable to approach bloggers with skepticism, as they often prioritize personal gain over honesty, frequently receiving complimentary...
Air India appears to prioritize its domestic operations, along with routes to Dubai and London, where it has introduced a number of new flights and aircraft. This focus seems misaligned, as addressing long-haul international routes should take precedence. Given the current state of affairs, it is unlikely that Air India will resolve these issues before 2030. It is advisable to approach bloggers with skepticism, as they often prioritize personal gain over honesty, frequently receiving complimentary flights and meals in exchange for favorable reviews. Consequently, Air India should be considered a last resort when selecting an airline.
Tell it to Richard Quest (CNN). He stayed in the Air India Suite and hangout with its new CEO and can't stop bragging on them, even after the last major air disaster.
Despite the sorry state, malfunctioning seats and injuries and physical harm caused the compensation offered is only 35% as per their so called company policy.
HaHa! cannot Blame Boeing this time.
Even if it's not Boeing, blame them anyway. Any way to distract customers from switching to a different airline.
Air India simply sucks
4 years running and they still have no idea how to manage a 'Aircraft"
Flew AI BOM to HKG back in before anyone here was born. In F Class.
Every horror story ever told about this airline is 100% absolute truth.
Just NO.
It does look like bedbugs, Ive had them before, very contagious
Flew Air India the last time in 1990. SEA-BKK-DEL. Economy. Flight out of BKK was totally overbooked, people had waited 2 days to get on a flight. Found administration in some filthy back room, told sob story, and gave the usual 'baksheesh'. Ancient 747. Filthy. Rattled so bad at takeoff, all the overheads popped open, with luggage all over the place. The engine next to me was glowing red inside until we reached cruising altitude....
Flew Air India the last time in 1990. SEA-BKK-DEL. Economy. Flight out of BKK was totally overbooked, people had waited 2 days to get on a flight. Found administration in some filthy back room, told sob story, and gave the usual 'baksheesh'. Ancient 747. Filthy. Rattled so bad at takeoff, all the overheads popped open, with luggage all over the place. The engine next to me was glowing red inside until we reached cruising altitude. I alerted the FA to it, he said:'Oh it's just the red blinking light.' Sure. Needless to say, that was my last flight on AI. EVER. You could gift me a first class ticket. NOPE! NEVER.
Many years ago they told us in school that India there was one of the first countries to have a plumbing system. And now, apparently, it is the only country without a functional plumbing system.
And don’t forget about long standing Indian air travel tradition about peeing on the passenger who’s sitting next to you.
I wouldn't fly Air India even if it is free. Disgusting and another episode to add to the long history of incompetence.
Bengali-German Hindu nationalist Oliver doesn’t like criticism of Luftwaffe & Air India — something about being more loyal than the king — but Air India is what it is: it needs a lot of work and the Tata ownership is struggling to manage it.
It's fascinating... a few here are decrying the entire country based on AI while completely ignorant of the fact that many western companies outsourced operations to India to such an extent that some enterprising Indian individuals became billionaires. And many coders/engineers/computer workers are Indians. In and around DC, practically every computer person who works for the federal government is an Indian immigrant with one of those HB visas.
How is it related? You are saying that Indians can perform under foreign governance only. That's borderline unacceptable.
India!
Y'all are too harsh; at least they arrived alive...
Why do people still fly Air India. I wouldn't fly them in economy, let alone business or first class
@VT-CIE, try visualise yourself out if this sh*t.
Even more embarrassing is that Singapore Airlines is part of the ownership group
I just flew Air India from the UK to Australia (LHR - BOM - DEL - MEL) on a mix of 777/A320/787-8.
This was my first time flying AI and I had quite low expectations but they were well surpassed. I guess I just got lucky!
LHR-BOM was First Class on a 777 previously operated by Etihad and equipped with the ex-Etihad suites. All were functioning, the hard product was great, the soft product not...
I just flew Air India from the UK to Australia (LHR - BOM - DEL - MEL) on a mix of 777/A320/787-8.
This was my first time flying AI and I had quite low expectations but they were well surpassed. I guess I just got lucky!
LHR-BOM was First Class on a 777 previously operated by Etihad and equipped with the ex-Etihad suites. All were functioning, the hard product was great, the soft product not too bad and the flight arrived on time in BOM.
BOM-DEL was on an ex Vistara 320 in Business Class. I found this flight exceptional. Nice seats, mood lighting, pre departure beverage, hot towels, printed menu, a choice of FOUR hot meals (two hour flight) and attentive service.
DEL-MEL was the one I was dreading the most - 12.5hr on a 787-8 in their dated business class. Have to say, it was pretty good. Most importantly, everything was functioning, the seat, the IFE and glancing around the cabin no one else had any issues either. Again, flight on time.
All three aircraft were clean and I did not notice any defective issues in the cabins I travelled.
The UK to India market seems to have a better deal than the US to India market as all the aircraft rostered LHR-DEL are either the ex Aeroflot 350's or ex Vistara 787's and all on the LHR - BOM are the ex Etihad 777's (although I imagine last minute subs do happen).
Again, maybe I just got lucky but my experience was very positive.
Air India can be fine at times but it’s so extremely inconsistent & weak on service recovery when things go wrong. And so I use them only reluctantly.
C‘mon, everybody’s always bashing AI. Sure there are some mishaps, but you can also get lucky with them. I had an op-up on BOM-AUH, got served Laurent Perrier and the service was really lovely. 4 main dishes, and also some starters to choose from in an 8 person cabin. Also really decent drink list for such a short flight.
I agree about getting lucky on AI.
And you didn't even get the golden shower special from a Wells Fargo executive.
"What I don’t understand is why Air India can’t improve in this area." It's India! Everything in the country is poorly built and maintained! People piss in the street and don't use toilet paper! They need new leadership and a new culture!
A prefect purview of the country, no?
This is not an airline problem, this is a problem with India, the country, itself.
Apparently, you haven't been in a while; they've come a long way, yet, still, nothing will ever be good enough for some people. (Perhaps, you are judging before you know; like, pre-judging; pre-jud-ice. Huh!)
Like everything else in or produced by India
If you are using an iPhone made anytime in last 2-3 years, it probably came from India. So not the best argument
@Eve
That must be one of the countless reasons why iPhones suck.
Which is why I only use Samsung (phone, TV, monitor, NVMe drives). South Koreans have pride in their jobs.
@ORD_Is_My_Second_Home
Many Samsung phones including their flagship phones are also made in India.
OUCH!!! to the ignorant racist hypocrites.
Almost all of South Korean made products are for local consumption. Vietnam and India are where products for US are made - mainly Vietnam.
9 out of 10 diamonds are polished in India, almost all generic medicines are made in India, medical equipment, jet fuel to name few more.
Made in Vietnam.
Can't fix Air India with fixing India
Fixing the entire corporate culture isn't easy (/possible?). "New management" is well and good but we've seen Changings of The Guard at US-based carriers, with uh um mixed results.
I'll believe AI is New! Improved! Under New Management! when I see consistent flight reviews over multiple years. Until then, Friends Don't Let Friends Fly AI.
AI is rated just one place below AA in the top 100 of the World Rankings. One has to ask that as AI improved its performance from last year by over 10% while AA fell back, will AI overtake AA next year?
That is just gross.
This is the first time I do not even want to take their compensation after flying their first class a few years ago as I was notified that my first class seat was broken and could not be put flat. It is just too bad, nothing else, I felt so relieved after no one has ever reached out to me for promised compensation.
I’ve never heard a single good thing about this airline since I started observing the aviation industry. It’s part of why I mourned the demise of Jet Airways, because they were at least decent.
It’s been almost 4 years since the private management took over. This is inexcusable.
That is why its best to avoid Airlines like Air India.
What are they waiting for?? Another crash and loss of innocent lives?
You're asking Boeing right?
Cause Boeing did exactly that when Lion Air plane went down.
Or you're asking FAA who looked the other way?
Biz class London to Delhi. 787 looked 30+yrs old. It was tired and discoloured. Screens didnt work, headphone jacks broken and seats wouldnt lie flat. Crew were clearly embarrassed. Woke to crew duck-taping someones arm rest down as it was broken. Very sad state of affairs.
About the same quality as PIA.
Yet Indians are always dancing whenever something goes wrong at PIA. Both airlines are very disappointing. The management should step up their game.
PIA is worse than Air India, even as Air India is as it is.
Im a sucker for new airlines so chose air India (and vistara) last year for syd to Frankfurt in biz. I was ready for the air India leg and didn’t mind it at all. Bit dodgy but nice food and a comfy big seat. Had 24hours in Delhi which I really enjoyed too. Then Delhi lounge and vistara flight was fantastic.
I’ve flown most of the first class cabins around and was happy with my choice.
Just underlines my determination to never, ever fly on this airline.
Boycott India!!!! NO MORE NEXT TIME!!!!
Until your next 1-800 call to a live person.
Air-India - never ever
I wish I could say I'm surprised, but I'm not.
I don't think Air India will change that much in our lifetime. Thanks for covering!
100000 percent true!
Why was this airline even allowed to join Star Alliance? The standards AI offer is basically no match for any airline alliance, let alone *A.
Yeah I hate how when searching Aeroplan I see plenty of good availability for premium seats to somewhere in Asia and get all excited only to then see that it's on AI. What a let down. They should be blocked from being able to be booked by Star Alliance partners until they meet some minimum standard set by the alliance.
Couldn't agree more