Air India: Pride of the nation or global embarrassment?
When Tata Group took back control of Air India in January 2022, the Indian diaspora worldwide breathed a sigh of relief. After decades under government control, the airline had lost its sheen, becoming synonymous with inefficiency, delay, and poor service. Many believed Tata’s takeover would spark a renaissance — cleaner cabins, attentive crew, on-time schedules, and the charm of Air India’s golden era. Instead, what passengers have received is a national carrier plagued by operational chaos, hygiene lapses, and a growing sense of distrust.
The latest embarrassment came on August 2, 2025, when passengers aboard flight AI180 from San Francisco to Mumbai spotted cockroaches crawling near their seats — yes, on a modern long-haul Boeing 777, a flagship aircraft for the airline. Shocked travelers alerted the crew, who then shifted passengers, conducted a hasty “deep cleaning” during a stop in Kolkata, and continued the journey. No compensation. No formal apology. Just another investigation “in progress,” as if such incidents are routine hiccups.
Unfortunately, this is not an isolated blunder — it’s part of a disturbing pattern:
- Safety breaches: In June 2025, India’s aviation regulator DGCA cited Air India for over 100 violations, ranging from cockpit procedural lapses to maintenance issues.
- Service failures: Passengers frequently report broken seats, non-functional entertainment systems, and unhygienic restrooms.
- Crew behavior: Complaints of rudeness, inattentiveness, and in some cases outright neglect have surfaced repeatedly.
- Punctuality issues: U.S.–India routes are infamous for chronic delays, with last-minute cancellations leaving travelers stranded.
- Passenger hardships: In a recent case, sudden rescheduling forced visa-expired passengers into a legal limbo, with Air India refusing refunds for “partially used” tickets.
This decline is especially painful because Air India once stood for excellence. In the 1960s and 1970s, it was ranked among the world’s best airlines, renowned for its Maharaja mascot, impeccable service, and cutting-edge fleet. Now, it risks becoming the butt of aviation jokes — a “flying bus” in the eyes of many.
Competitors like Singapore Airlines, Emirates, and Qatar Airways, all younger than Air India, have set gold standards in hospitality and operational efficiency. They show that a national carrier can both honor its heritage and excel in the global marketplace. Air India’s current trajectory, however, suggests a disconnect between image and reality.
The Tata Group — a name associated with trust and quality — must decide if it truly wants Air India to be a world-class airline or simply a vessel for transporting passengers with the bare minimum of care. The Indian diaspora, especially the elderly and non-English speakers who rely on Air India for comfort and familiarity, deserve better than cockroach sightings, unkempt cabins, and broken promises.
Until real reforms take flight — from ground operations to cabin service — Air India will continue to carry a title no airline should want: the flag bearer of national disappointment.