Clogged toilets, cockroach meals & broken seats: Air India¡¯s service woes pile up

Air India has once again found itself in controversy, this time over two back-to-back incidents that have left passengers frustrated and questioning the airline¡¯s service standards.

On March 6, a Chicago-to-Delhi Air India flight had to turn back after eight out of twelve toilets became clogged mid-air. According to Air India, their investigation found that passengers had flushed polythene bags, rags, and clothes, which blocked the plumbing system. The airline explained that since most European airports restrict night operations, the only option was to return to Chicago, causing major inconvenience to passengers. Videos from the flight circulated widely on social media, showing the discomfort onboard.

Just a day before, an 82-year-old woman, the widow of a Lieutenant General, suffered a brain stroke after falling at Delhi¡¯s Indira Gandhi International Airport. Her family alleged that despite pre-booking a wheelchair, they waited for nearly an hour without assistance. The woman eventually had to walk across parking lanes and into the terminal, where she collapsed near an Air India counter, sustaining head injuries. Her granddaughter took to X (formerly Twitter), stating, "Air India, you treated my grandmother so poorly, and with such little regard. You should be ashamed." The airline, however, denied the delay, claiming that due to high demand, the wheelchair was unavailable within the 15-minute wait time and that staff assisted her throughout.

These two incidents are just the latest in a string of complaints against Air India. From politicians to actors to everyday travelers, dissatisfaction with the airline has been a recurring theme.

Shivraj Singh Chouhan criticizes Air India over broken seat

In February this year, Union Agriculture Minister Shivraj Singh Chouhan expressed his disappointment after finding his seat on an Air India flight from Bhopal to Delhi ¡°broken and sunken.¡± He stated that sitting was extremely uncomfortable and that when he asked the crew, he was told the management was already aware of the seat¡¯s poor condition.

Chouhan added that he had assumed Air India¡¯s service would improve after the Tata takeover but was left disappointed. In response, Air India apologized and assured that they were investigating the matter to prevent similar issues in the future.

British TV Star Narinder Kaur assaulted mid-flight

AIR RAGE is real and I
had a terrible experience with a woman literally punching and kicking my seat forward as it was reclined (I was sleeping) whilst she was trying to eat behind me. She literally flung me forward and I didn't have my belt on. She proceeded to verbally abuse¡­ pic.twitter.com/GEFrufrzKb

¡ª Narinder Kaur (@narindertweets) October 24, 2024

On October 24, 2024, British television personality Narinder Kaur was assaulted by a fellow passenger for reclining her seat on an Air India flight. She later wrote on X, ¡°AIR RAGE is real, and I had a terrible experience with a woman literally punching and kicking my seat forward as it was reclined.¡±

She claimed the woman forcibly pushed her forward, verbally abused her, and was not intoxicated at the time. Kaur also criticized Air India¡¯s handling of the situation, saying the airline staff failed to inform her about options to press charges against the passenger.

Actress Urvashi Dholakia receives damaged luggage

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In January 2025, television actress Urvashi Dholakia took to social media after receiving her luggage in a severely damaged condition on an Air India flight from London to Mumbai. She shared a video of her broken suitcases, stating, ¡°Terrible mishandling by Air India. Never travelling on Air India again.¡±

She also mentioned that she had paid extra for baggage fees and demanded a full refund. The airline did not provide an immediate response to her complaint.

Cockroach found in the meal served on flight

Found a cockroach in the omelette served to me on the @airindia flight from Delhi to New York. My 2 year old finished more than half of it with me when we found this. Suffered from food poisoning as a result. @DGCAIndia @RamMNK pic.twitter.com/1Eyc3wt3Xw

¡ª Suyesha Savant (@suyeshasavant) September 28, 2024

In September 2024, a passenger on an Air India flight from Delhi to New York claimed to have found a cockroach in her omelette. She posted on X, ¡°Found a cockroach in the omelette served to me on the @airindia flight. My 2-year-old finished more than half of it with me when we found this.¡± She later added that she suffered from food poisoning.

Air India responded by asking for her booking details and assured that an investigation was underway. However, the incident is proof of the serious concerns about hygiene standards on board practised by the airline.

Infant¡¯s seat given away, leaving parents struggling

In February 2025, a passenger traveling with his six-month-old infant expressed frustration after Air India reassigned his pre-booked bassinet seat to another passenger at the check-in counter.

He wrote on X, ¡°Just want to thank you for the worst flight experience ever! My daughter only slept for 5 hours in the last 24 hours as she had medical issues and needed rest which was denied.¡±

He also mentioned that his wife, who has a spinal condition, suffered discomfort throughout the journey. The passenger criticized the airline for taking away a bassinet seat meant for an infant and giving it to two adult travelers instead.

Air India responded by stating that bassinet seats are subject to availability and depend on the type of aircraft. They also assured that they would share the feedback to improve their services.