Air India Criticized for 18-Hour Delay and Poor Passenger Service

A drastic delay experienced by a Delhi-based journalist during her travel from Milan to Delhi sparked widespread criticism towards Air India. The stranded passenger, Shivani Bazaz, was on her way home for a significant family occasion but was left frustrated by the airline’s handling of the situation.

Unforeseen Delays During Crucial Times

Shivani Bazaz faced an arduous ordeal that began with an unexpected 18-hour delay of her Air India flight. She had paid ₹50,000 for a business class upgrade to ensure timely arrival for her sister’s wedding. Despite choosing Air India over other airlines for its direct route, she was disappointed by the unexpected setback.

Challenges Faced by Stranded Passengers

The delay left Bazaz stranded in a cold Milan airport overnight, lacking basic amenities such as lounge access, food, and accommodation. Determined not to miss more wedding festivities, she was forced to book a new flight with Lufthansa, ultimately missing her sister’s mehendi ceremony.

A Cry for Accountability

Bazaz’s experience highlights a violation of passenger rights as described in her account. Children and elderly passengers suffered through the cold night under similar circumstances. Furthermore, the trouble didn’t end with her new travel arrangements.

She faced significant hurdles retrieving her previously checked-in luggage, adding to an already stressful experience. Despite being assured by the Air India manager in Milan that her luggage would be forwarded and a refund for the business class upgrade would be processed, these promises remained unfulfilled more than a month later.

Lack of Response from Air India

The journalist lamented the lack of accountability and empathy on the part of Air India, pointing to a failure in customer service and resolution. She emphasized, “No passenger should have to go through this, especially during such an important time in their life.” This particular incident serves as a reminder to airlines of the importance of passenger care and service, especially during unforeseen delays and disruptions.

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