Air India is facing fresh criticism after a passenger, Soma Maitra, shared a deeply emotional account of her recent travel ordeal, calling it a “heartbreaking” experience that highlighted a “complete lack of sensitivity” by the airline. The incident, which has sparked concern across social media, involved a long and distressing journey from Delhi to London with a connection to Vancouver, made even more difficult by the presence of Maitra’s 84-year-old mother.
In a LinkedIn post titled “A heartbreaking Air India experience. A plea to the Tata leadership,” Maitra recounted how what was meant to be a smooth international flight turned into a prolonged 22+ hour journey riddled with poor coordination and inadequate support. Stranded at Delhi Airport, she expressed dismay at the way elderly passengers were treated and questioned the airline’s ability to uphold the values associated with the Tata Group, which took over Air India in early 2022 with a promise of reform and improved service.
Maitra’s post resonated widely, garnering support from fellow travelers and professionals who empathized with her situation and called for greater accountability from the airline. She emphasized that her intention wasn’t to vent, but to make a sincere appeal to Air India’s leadership to take customer care more seriously—especially for vulnerable passengers.
The incident comes at a time when Air India is under growing scrutiny over service standards, even as it embarks on ambitious expansion and modernization plans. The airline has yet to issue a formal response to Maitra’s post, but the public reaction indicates that passengers are expecting more than just apologies—they want action and lasting change.