From Lost Luggage to Faulty Seats: Tata’s Struggle to Make Air India ‘World-Class’

Tata Group’s airline Air India has garnered attention for its services both nationally and internationally after its flight from Chicago to Delhi had to return mid-flight due to clogged toilets. At that time, Air India cited “technical issues” as the reason for the flight’s return, however, later, in a detailed statement on March 10, the airline confirmed that eight out of the 12 lavatories had become “unserviceable”. 

“Subsequently, eight of the 12 lavatories in the aircraft became unserviceable, causing discomfort to all on board,” said Air India in a statement.

Complaints for Air India Soar 

But the incident isn’t the first of its kind that has brought the airline giant under scanner for its services in a months' time. In February, BJP spokesperson Jaiveer Shergill, in a post on the social media platform X, criticised the airline on multiple grounds including broken seats, the worst staff, bad customer service and on-ground support staff. 

“If there was an Oscar equivalent for WORST AIRLINES, Air India would win hands down in every category: broken seats, worst staff...,” said the BJP spokesperson. 

Prior to Shergill, former MP CM and Union minister of Agriculture Shivraj Singh Chouhan too had flagged similar concerns with Air India. 

“I had assumed that Air India’s service had improved under Tata’s management, but I was mistaken,” the minister said in a post on X. 

Also Read: Air India-Vistara Merger Takes Off With First National, International Flights

Earlier in January, an Air India passenger, Pratik Rai, alleged that it took him nearly a month to recover his misplaced luggage due to miscommunications and logistical lapses.  

“On 21st January, Vistara (now Air India) lost my checked-in luggage,” said Rai on X. 

Financial Recovery Continues with Ongoing Setbacks 

In 2022, when Tata Group took over the debt-ridden, loss-making and inefficient airline from the government, it had promised to give Air India a makeover. The airline has been on the road to financial recovery. According to Tracxn’s data, Air India Limited’s losses have come down by nearly 50% from Rs 13,967 crore in FY23 to Rs 6,697 crore in FY24.  

According to the company’s annual statement for FY24, the airline recorded a 24.5% increase in its operational revenues to Rs 51,365 crore mainly due to growth in capacity and improvement in passenger load factor. 

“...driven by growth in capacity to 105,059 million available seat kilometers (ASKM) (up 21% over previous year) and improvement in passenger load factor to 85% (previous year 82%) 40.45 million passengers were carried during FY24,” the statement stated. 

The financial health of the debt-ridden airline is improving, but the series of recent complaints by passengers has brought its service quality in the focus again. Along with these issues, outdated aircraft of Air India is another key setback where the salt-to-power conglomerate is struggling. As of November 2024, Air India fleet consists of 208 aircraft with an average age of 7.4 years. The company reportedly has placed an order for 250 Airbus and 220 Boeing jets, but due to disruption in the global supply chain, the airline still hasn’t received the order. 

“You all need to help me by pushing Boeing and Airbus to deliver me the planes,” said Tata Sons chairman N. Chandrasekaran at the NIT Trichy Global Alumni Meet. 

Also Read: Changemakers 2024: N Chandrasekaran is Ushering in a New Era for Tata

This comes at a time when Tata Sons chairman is pinning his hopes on the salt-to-power conglomerate’s emerging businesses, including airline. Chandrasekaran said the group is committed to make the airline world-class. 

“My commitment is to take every effort to make Air India, an absolute top-class airline in the world,” said the Tata Sons chairman. 

The salt-to-power conglomerate has been quick to respond to these complaints but the issue with the quality of services persists.