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?
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?
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.
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!!!!
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