I have used Air India only twice. They are stuffed with over load and long ques and they do nothing about it. I have been travelling from India to UK to Europe and I must say among all my journeys my two journeys from London to Mumbai with Air India were the worse ones.
Sometimes Airlines let you go with two or three kilograms of extra luggage but Air India threatened to charge me for my little bit of extra luggage.
Their air craft ambiance I felt was very basic and they need a make over. They need to work on their crowd management. Their food is basic but good but their beverage section doesn’t leave you with much options. Their CS is horrible, sometime their is no one to attend to you. They need to show that they care for their customers.
Their are not many airlines from India and therefore Air India is the only option unless one wants to go with an International airline.