A couple of days ago, I wrote about how a long haul Air India flight had to divert over clogged toilets. By all accounts, it sounds like the carrier’s handling of this situation was not impressive. The airline has now provided some details of how exactly this happened, and why the decision was made to return all the way to Chicago.
This is only one of two Air India flights between the United States and India to have returned to its origin over the past week, as a Mumbai to New York flight also returned to its origin over a security threat.
In this post:
Air India 777 returns to Chicago over clogged toilets
This incident happened on March 5, 2025, and involves Air India flight AI126, scheduled to operate from Chicago (ORD) to Delhi (DEL). The flight was operated by a 15-year-old Boeing 777-300ER with the registration code VT-ALQ.
The flight took off from O’Hare Airport on schedule, at 11:24AM, and began its roughly 14-hour journey to India. The jet flew out over Canada, the Labrador Sea, and Greenland, and then continued its Atlantic crossing. However, over four hours after departure, the jet made a 180-degree turn, and headed back toward Chicago.
That was quite a long journey, and the plane ended up landing there at 9:08PM, after a flight time of 9hr44min. That’s right, the plane flew for nearly 10 hours, only to end up back where it started. So, what was the reason the plane returned to its origin? By the time the plane was out over the Atlantic, a majority of the toilets were reportedly clogged.
The airline has now provided some more details, after an investigation into the incident has been performed. Specifically, ground staff in Chicago found that polythene bags, rags, and clothes, had been flushed down the lavatories, and were stuck in the plumbing. What is wrong with people?!?
So, why was the decision made to return to the origin, especially since it required roughly five hours of backtracking. Why didn’t the plane instead divert to a closer airport on the way to India, rather than returning to an outstation?
The airline claims that “due to restrictions on night operations at most of the European airports, it was decided to divert back to Chicago,” and that this “was taken entirely in the interest of passenger comfort and safety.” Now, I’m a little skeptical of that claim, or at a minimum, it’s not complete. Yes, of course airports like Heathrow have a curfew, but there are also plenty of airlines that don’t have curfews.
I suspect the bigger concern was that if a diversion happened the crew might time out, and then passengers would be stranded at a smaller station for the airline. The logistics of that would obviously be complicated, especially with visa requirements.
For what it’s worth, the aircraft ended up remaining on the ground in Chicago until 2PM on March 7, so it took nearly two days until the plane could reenter service.
Air India seems to have handled this situation poorly
Okay, in fairness, it’s not Air India’s fault that passengers can’t behave, and were throwing things down the toilet. How ridiculous.
However, an OMAAT reader’s cousin was on this flight, and shares that the handling by the airline wasn’t so great. According to a statement by the airline, “all passengers were provided immediate assistance, including hotel accommodation and alternative flight options to continue their journey to Delhi.”
But passengers have a different version of events. When the plane landed back in Chicago, there were reportedly only two Air India employees to meet the plane, which had roughly 300 passengers. Passengers were given a piece of paper (which I was sent a picture of), informing them to call customer service for rebooking options.
However, it was clear that customer service representatives hadn’t been briefed on what had happened, so they had no alternatives to offer. I can’t vouch for this, but the traveler claims that the situation was so bad that Delta employees volunteered to help the two Air India staff out of empathy, given the number of stranded passengers.
As Air India tries to reinvent itself, it sure seems like providing basic levels of customer service is still more of a struggle than it should be.
Bottom line
Air India passengers traveling from Chicago to Delhi were in for an unpleasant journey, as the plane ended up returning to its origin after nearly 10 hours due to clogged toilets. Unfortunately the reasons the toilets were clogged was because passengers reportedly threw articles of clothing (among other things) down them. Sometimes things go wrong, though it sounds like Air India didn’t do a great job handling this situation.
What do you make of this Air India toilet diversion?
There's not a huge difference, relatively speaking, between 10 hours and 14 hours. Why not just continue to destination and get there? It's just a toilet, no safety risk, don't get the big deal?
Is anyone really surprised at the ethnicity of the people responsible for this disgusting, though entirely normal for them, behaviour?
A relative of mine was on a BA flight from LHR to CCU (Kolkata now, but formerly called Calcutta, which is very apt) and this person left his seat in cattle class (again very apt) to visit the commodes, to find them all in use.
Eventually, he lost patience, and just dumped his load on...
Is anyone really surprised at the ethnicity of the people responsible for this disgusting, though entirely normal for them, behaviour?
A relative of mine was on a BA flight from LHR to CCU (Kolkata now, but formerly called Calcutta, which is very apt) and this person left his seat in cattle class (again very apt) to visit the commodes, to find them all in use.
Eventually, he lost patience, and just dumped his load on the floor near the midship jump seat over the wing, in front of the emergency exit door.
The Western passengers who witnessed this were aghast, as this was a BA flight, and supposedly civilised, but they were the minority, so little was said, or done, other than the mess being cleaned up.
With air circulation thoughout the entire plane, one cannot imagine the stench that must have lingered.
Horrific to those of the civilised first world, but remember, this is the normal behaviour of the uncivilised third world.
I think it's a false equivalence to say "sure the customers trashed the toilets, but the airline's call center wasn't helpful".
In all fairness (and excepting cases where the lavatory tanks were not sufficiently emptied before departure), this has more to do with passenger tossing all sort of unsuitable materials (e.g. female sanitary napkins, baby diapers, etc.) into the toilet bowl than with a fault of the airline itself.
That’s why aircraft lavatories have notes attached somewhere near the toilet cautioning passengers not to drop certain items into the toilet blow.
If passengers don’t follow...
In all fairness (and excepting cases where the lavatory tanks were not sufficiently emptied before departure), this has more to do with passenger tossing all sort of unsuitable materials (e.g. female sanitary napkins, baby diapers, etc.) into the toilet bowl than with a fault of the airline itself.
That’s why aircraft lavatories have notes attached somewhere near the toilet cautioning passengers not to drop certain items into the toilet blow.
If passengers don’t follow that caution, the consequences are as mentioned in the article.
Vacuum toilets, installed on almost all newer aircraft, are prone to this interference and, as the lavatory system is is interconnected, one toilet being blocked by a sanitary napkin or diaper may affect several toilets. as the system can no longer build the vacuum in the septic tank below.
b
I am like how did this happen.
Anyone want to have a guess what is my favorite 2 planes.
The aircraft could have gone to Gatwick, where they have 787 operations with no curfew. A LHR crew could have been used to operate an onward flight.
Their handler in ORD is Worldwide Flight Services (WFS). I wonder where the ORD station manager was when the aircraft arrived? Does AIN contract out station management in ORD?
Plenty of airports don't have curfews (not airlines)
And this is why I always avoid Air India on flights to India despite the direct option for me in Chicago. I really wish United would operate this route - talk about a comparison that makes United's terrible catering look tolerable given the other aspects (seat, bedding, operational reliability) outshine Air India so significantly.
I'm guessing it's not high margin enough for United to find it profitable whereas Air India can make it work with their cost base.
UA used to operate nonstop to India from ORD to Delhi, which began during COVID-19. But it was stopped after Putin invaded Ukraine, causing Russian airspace bans for US and many other Western carriers. But India's better relationship with Russia means that AI get more leeway in operating flights flying over Russian territory.
Kudos to those Delta Employees
I agree, they didn't have to help but they did. Good people.
I've flown Air India before. My flight left 3 hours late and there were NO annoucements or apologies, making it even worse than the Indian Railways whose well-known motto is: "The inconvenience is deeply regretted." Air India doesn't even regret the inconvenience.
I have a similar story as well, only my delay was 6 hours. First Class was filthy, the aircraft actually had a foul odor.....nightmare with attitude served in spades.
Certainly true to their tourism slogan: 'Incredible !ndia'. 'The campaign aims to showcase the diverse and rich experiences India offers'.
"Another evidence of Star Alliance superiority over SkyTeam. This would never happen on a SkyTeam airline."
Because Air India isn't in SkyTeam?
Par for the course for Air India. Will take a decade or more for service to go from the completely unacceptable to the merely intolerable
Very fortunate for VT-ALQ passengers.
If this was VT-CIE, passengers would be told to visualise yourself taking a dump in a Japanese bidet or A380 shower suite ;).
Way to rub the crap in.
I understand the potential issues with diverting to London, but still it feels like diverting to Newark or JFK would have made more sense. Slightly shorter distance to backtrack and more options for rebooking passengers.
@Ben
I have a question regarding a similar situation I encountered with United. I purchased a business class ticket via Avianca LifeMiles from HNL to GUM. We flied most of the way there, but had to return to HNL due to poor weather conditions in Guam. 11 hour flight to nowhere.
United rebooked me on the same flight the next day, but business class was full. I accepted a downgrade to economy under the...
@Ben
I have a question regarding a similar situation I encountered with United. I purchased a business class ticket via Avianca LifeMiles from HNL to GUM. We flied most of the way there, but had to return to HNL due to poor weather conditions in Guam. 11 hour flight to nowhere.
United rebooked me on the same flight the next day, but business class was full. I accepted a downgrade to economy under the condition of United providing flight credit for the fare difference (approximately $800). Despite having screenshots of this agreement, United is now denying any flight credit, since the ticket was booked through Avianca, and I need to address any possible compensation directly with them.
Do I have any recourse? I thought having screenshots of two different United representatives ensuring me flight credit would put me in good position. But United has held firm in offering nothing.
If they rebooked you in coach and you accepted it then LifeMiles ticket, LifeMiles discretion.
Might be a different story if you're rebooked in business then get bumped.
At most probably miles back as if you redeemed a coach ticket.
Thanks Eskimo.
I accepted a rebooking in coach, under the condition of receiving flight credit for the fare difference. I chose my words carefully with the chat representative (asking for flight credit instead of a refund), since I knew the ticket was booked with partner miles and a "refund" would be minimal.
If the chat representative had pointed out ahead of time that it was Avianca's ticket, then I would accept that response. But since...
Thanks Eskimo.
I accepted a rebooking in coach, under the condition of receiving flight credit for the fare difference. I chose my words carefully with the chat representative (asking for flight credit instead of a refund), since I knew the ticket was booked with partner miles and a "refund" would be minimal.
If the chat representative had pointed out ahead of time that it was Avianca's ticket, then I would accept that response. But since it was noticed after the flight had been completed, I think United should honor the agreement.
I hear you. That's what you have to deal with.
I've been through the worst. Ticked by A, marketed by B, operated by C. And they're not all in the same alliance.
This is when your 360 GS CK comes in handy. They take the hit for you and compensate you some but not as much as you hoped.
But if you're mid tier status or less, Enjoy running in circles for eternity.
Amazon was outsourcing their customer service to India a couple of years ago and it was AWFUL. Nothing but a bunch of lazy, corrupt, and incompetent reps.
Sounds about normal for Air India...
Air India. The armpit of Star Alliance
Yup lol
S******e country. S******e airline.
Third world country, third world airline.
Send them ALL back. And no I didn’t vote for Trump. They come to the USA and infest our communities like rodents. Send them back.
Do you include the former VP and the current VP's wife too?
What about CEO of Google, Microsoft, IBM, just to name a few. Lots more at the head of major companies.
What about that famous South African with over a dozen kids, also infest our communities too?
You didn't vote for Trump because you wrote in David Duke?
He probably scrawled "88!" on the ballot papers.
@Dave: reply of the year. 5⭐️
Send all white americans back, they all came to our country and infested our communities like rodents
By London, do you mean Heathrow? Didn’t realize it had a curfew’s
There's a cap on take offs between 00:00-06:00 I think (roughly that). I also think there's a limit on landings in that time, though that isn't imposed but voluntary.
I don't think, legally, there's anything that would've stopped Air India from landing but there might've been an issue with visas that didn't exist for a landing in the US?
There’s a curfew on arrivals at LHR between 430 and 600. I’ve been in Hong Kong and told the departure is delayed to avoid this.
Aside from the curfew, landing at LHR could have caused a lot of issues with CIQ.
For US citizens to enter the UK, they now need UK ETA. Indian passport holders also need a visa(not ETA) to enter the UK.
Since the flight originated from the US, most passengers would have no problem with entering the US(unless their US visa have expired), and the most logical option for a divert could be going back to the US.
The UK ETA only starts next 02APR.
For Americans, it began at the beginning of 2025. For EU passport holders it begins in April.
For US citizens, it's already been in effect since this January.
From Apr 2 is for other nationals.
The state of the aircraft perfectly matches the state of India.
Perversely I always picture the situation in J on these flights as a positive. Eat. Sleep. Start again in two days. Two flights in one! :)
I enjoyed air India for the first time from Sydney to Delhi last year. With vistara onward to Frankfurt.
This kind of stuff sucks largely but it’s not unexpected when flying an airline like air India. And it’s a pretty rare occurrence to be fair.
"Eat. Sleep. Start again."
You forgot the part that a Wells Fargo executive pees on you.
Yet another reason to avoid India.
The Himalayas are there for a reason!
India is an amazing country, but they have a very crappy national airline.
@Pete
You must have been to the amazing India part.
There is Delhi Mumbai and maybe Bangalore India and there is India.
I guess some of us are more adventurous than others. You can't really say "I've travelled in India" when you've spent three nights at the Lake Palace hotel in Udaipur and then left the country again.
Ben, they have a curfew at Heathrow. (?)
Ignore this comment. I just read in the article that there is a curfew.
But Manchester would’ve been open. And Gatwick maybe also.
Not the first time for the Chicago flight, although the other was to Chicago some years back. Given the situation then it does make me wonder if they dispatched from Chicago with fewer than 100% operable toilets.
https://timesofindia.indiatimes.com/business/india-business/choked-toilets-spell-trouble-on-us-bound-air-india-flight/articleshow/57611352.cms
Sadly, the western perception of Indian customer service is one of sanguine gestures and non-accountability to an infuriating degree. Sir/Ma’am I understand that you are having a difficulty. That is not the experience we want you to have. Kindly allow me to research the outcomes. Thank you for your patience. I have determined that you are indeed having a difficulty. Is there anything else I can help with today?
That isn’t the “western perception”, it’s reality.
Brilliantly put.
That was literally my last call with amazon. So polite while telling my they could not help/