Home Aviation Incident Reports Air India Passenger Offered Economy After Business Class Seats Fail.

Air India Passenger Offered Economy After Business Class Seats Fail.

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Air India is once again in the spotlight after a senior passenger faced a major service setback on a Delhi to Vancouver flight. On Sunday, April 13, 2025, an 84-year-old traveler with a confirmed business class booking was informed at Delhi Airport (DEL) that the business class seats were “not working.” The airline then offered the passenger and accompanying family members a choice: fly in economy or accept rerouting.

The incident sparked frustration, especially given the age of the traveler and the premium fares paid for a direct, comfortable journey in business class. According to accounts shared by the family, the lack of prior communication, inadequate alternatives, and the dismissive attitude of ground staff added to the distress of the situation.

Passengers expect a certain level of comfort and service when paying for business class, particularly on long-haul international routes such as Delhi to Vancouver. A malfunctioning cabin, with no immediate compensation or proactive resolution, raises serious concerns about Air India’s preparedness, fleet maintenance, and customer care practices.

This episode adds to a growing list of customer service complaints faced by the airline since its acquisition by the Tata Group, which had promised a revamped, customer-first approach. For many, this incident stands in stark contrast to that promise, particularly in how senior and vulnerable passengers are treated.

As passengers continue to share such experiences, calls are growing louder for Air India to improve transparency, communication, and operational reliability—especially for high-paying international travelers.

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