79% Passengers Raise Alarm Over Air India Flight Quality, Survey Reveals Major Drop in Trust

New Delhi: In the last one year, many Air India flights, especially on long-haul flights, have had to be diverted or canceled due to poor maintenance and cleaning problems. After the Air India plane crash in Ahmedabad, passengers' concerns have increased further, and many have postponed their plans. This year, Union Agriculture Minister Shivraj Singh Chouhan also told on social media that he had to travel on a broken seat on an Air India flight from Bhopal to Delhi, and many other passengers were also facing the same problem.

A new survey conducted by LokCircles took opinions from more than 15,000 passengers from 307 districts of India. Of these, 79% experienced quality and maintenance problems on Air India flights in the last 12 months. In 2024, this figure was 55%. This year, 79% of passengers expressed concern over the quality and maintenance of the aircraft. 48% reported problems in baggage handling (38% in 2024).

Problems from behavior to food

46% reported problems with punctuality (69% in 2024). 36% had problems with in-flight entertainment. 31% faced problems related to staff behavior and customer service. 31% had problems with the quality of food. 36% also reported other problems. There has been slight improvement in some areas, such as staff attitude and timely information, but overall passenger complaints have increased. Of those surveyed, 63% were men and 37% were women. 44% of the respondents were from tier-1 cities, 26% from tier-2 cities and 30% from small towns and rural areas.

Complaints increased compared to 2024

• 48% reported problems with baggage handling (38% in 2024)
• 31% had problems with staff behavior and customer service
• 46% complained about lack of punctuality (69% in 2024)
• 36% had problems with in-flight entertainment
• 31% had problems with the quality of food