Former director-general of the Indian Council of Medical Research (ICMR) Soumya Swaminathan criticized Air India for not upgrading her seat on a booked flight to Delhi from Nairobi. She termed it a “terrible experience,” citing her loyalty status and available mileage as reasons she should have received an upgrade.
Writing on the platform X (previously Twitter), Soumya Swaminathan posted, “Terrible experience with @airindia – trying to upgrade with miles/payment for my Nairobi to Delhi flight tomorrow. Despite being a loyal member, enough mileage & hours online & on phone – dead end. Reasons given are illogical – why should the customer suffer your irrationality?”
Terrible experience with @airindia – trying to upgrade with miles/payment for my Nairobi to Delhi flight tomorrow. Despite being a loyal member, enough mileage & hours online & on phone – dead end. Reasons given are illogical – why should the customer suffer your irrationality?
— Soumya Swaminathan (@doctorsoumya) April 8, 2025
Air India Responds But Faces Online Backlash
Air India replied by requesting her booking and Maharaja Club ID via direct message, saying, “Dear Ma’am, we acknowledge your concern. Please share your booking details along with your Maharaja Club ID via DM. We will check and assist you.”
Dear Ma’am, we acknowledge your concern. Please share your booking details along with your Maharaja Club ID via DM. We will check and assist you.
— Air India (@airindia) April 8, 2025
But Swaminathan’s experience struck a chord with many regular flyers, who used her thread as a venting ground to express their complaints regarding Air India’s deteriorating service standards and lack of responsiveness.
Regular Flyers Join In With Similar Complaints
One commenter wrote, “It is becoming more of a hassle with Air India. No one replies, and the people who do speak have no clue about what the passengers are going through. Pathetic condition, madam.” Another commented, “I don’t understand why Air India is acting this way. Even cleanliness on the flight is also bad…They should be customer-oriented.”
A third posted, “Air India is intimidating me as I plan to fly on the 10th.” Another user satirized the airline’s online responses, “Agree, and the actual joke with Air India is despite all the inefficiencies, they’ll turn up here on X requesting booking information and membership number in DMs, as if they don’t already know that and as if that will solve anything.”
A few others seconded complaints regarding Maharaja Club Card issues, indicating that the benefits of the loyalty program are no longer useful for frequent travelers.
