Having paid a substantial amount for a flight, the expectation is a smooth and comfortable journey. Unfortunately, for Shreyti Garg, a passenger on an Air India flight from Delhi to Toronto, her experience turned into a frustrating ordeal of inconvenience and discomfort, despite spending lakhs on tickets.
In a viral Instagram video, Garg, accompanied by her husband and two children, shared her disappointment with the overall discomfort she faced during the journey. The list of complaints was extensive and valid, including non-operational in-flight entertainment systems, broken seats, and malfunctioning overhead lights.
Garg’s critique of the airline’s subpar services was vivid in her social media post, where she expressed regret over spending INR 4.5 lakhs on tickets for such a disappointing experience. One particularly distressing incident she highlighted was having to use her phone’s flashlight due to broken overhead lights, assisting her toddler in the darkness during the flight.
The litany of nonfunctional elements during the journey left Garg dissatisfied. She mentioned an unrecorded broken seat handle, posing a safety risk for her toddler due to exposed wires. Despite voicing her complaints to the airline staff, Garg claimed they provided no satisfactory response, leaving her and her family to deal with the issues unassisted.
Even after multiple complaints to the crew and staff, Garg asserted that no actions were taken. The attempted system reboot failed to rectify the persisting problems, leaving the family, especially the two children, in a state of helplessness without intervention from the airline staff.
Venting her frustrations on social media, Garg directed sharp criticism at Air India, particularly addressing the exorbitant ticket prices and the apparent disregard for ensuring a smooth journey, especially for parents traveling with children. The post gained significant traction, amassing over 2.8 million views and numerous comments expressing solidarity with Garg’s grievances.
Among the respondents, one user shared a similar harrowing experience during a London to Mumbai Air India flight, citing non-functional entertainment channels and non-adjustable seats, likening the experience to traveling on a bus.
Others echoed similar sentiments, recounting issues with broken screens and unresponsive staff on Air India flights. One user expressed the need for the airline to prioritize addressing such problems promptly. The collective response in the comment section painted a picture of dissatisfaction and shared grievances, expressing concern regarding the airline’s service quality.
Passengers paying a premium for air travel rightfully expect a certain level of service and comfort. In Garg’s case, the multitude of issues she encountered, coupled with the lack of a timely and effective response from the airline, has highlighted the need for improved service quality and accountability.
The power of social media in bringing such incidents to light is evident, as the post garnered widespread attention and resonated with others who shared similar experiences. The collective call for airlines to prioritize passenger comfort and address issues promptly underscores the importance of customer feedback in shaping the future of air travel.
As the aviation industry strives to recover from the impact of the pandemic, incidents like these serve as a reminder of the crucial role customer satisfaction plays in rebuilding trust and ensuring the success of airlines. Airlines must actively listen to passenger concerns, address issues promptly, and prioritize delivering a positive travel experience to regain and maintain the trust of their customers.