For the past three years, we’ve flown the Heathrow-Delhi route with Air India every summer, always on the same flight. This consistency has allowed us to observe firsthand how the airline is evolving—or not. While there have been some improvements, persistent issues suggest that the journey toward excellence remains incomplete. Here’s an overview of our experience.
Starting with the aircraft itself, while they may be mechanically sound, the interiors leave much to be desired. Seats are often in poor condition, seat trays seem to be barely functional, and stained upholstery paired with dirty seat belts contributes to an overall sense of neglect. A glaring issue across all three of our trips has been the inflight entertainment system. At least one screen out of the three seats we booked was non-functional each time. The touchscreens, if operational, are frustratingly unresponsive, and the wired remotes appear to have been out of service for years. Ironically, the content library is always up-to-date with the latest movies and shows, highlighting a puzzling gap between software updates and hardware upkeep.
Service from the cabin crew has shown gradual improvement over the years, but it still doesn’t reach the level of warmth and attentiveness found on other airlines. However, credit must be given where it’s due: the quality of food served onboard has noticeably improved. The meals are now tastier and better presented than in previous years, hinting at efforts to elevate the passenger experience.
Timeliness remains another area of concern. Across all three flights, delays ranged from 30 minutes to 2 hours. However, to Air India’s credit, the pilots have often managed to make up for lost time mid-air, ensuring that arrival delays in Delhi are minimal compared to the departure delays from Heathrow.
Luggage handling, unfortunately, has been a recurring disappointment. All three times, we’ve had at least one suitcase return with broken wheels and visible scratches or dents. While these may seem minor, they reflect a lack of care in handling baggage. Adding to this, the strict enforcement of the 7kg limit for hand baggage feels inconsistent when weighed against other service lapses, though it does align with international standards.
In conclusion, our three-year experience on Air India’s Heathrow-Delhi route paints a picture of gradual improvement in some areas, such as food quality and service, but persistent issues in others, particularly cabin upkeep, inflight entertainment, and punctuality. Air India seems to be on the path to becoming better, but it is evident that much work remains to be done to match the standards of other international carriers. For now, while the airline is serviceable for a direct connection, it remains a mixed bag, where improvements are encouraging but not yet sufficient to provide a seamless travel experience.