We took the JFK - Mumbai non-stop service in March 2009. I was actually looking for some non-stop service since my wife was pregnant and I wanted to save stop over time and other hassles. I was extremely enthusiastic from the time I booked the ticket; since it was for the first time I was to take Air India that too on much talked Air India’s 777LR. I had heard of their pathetic customer service and many other problems though. I had even travelled with other American carrier’s non-stop service from Mumbai to EWR(Newark) but felt more comfortable with Air India.
Truly speaking, I did faced few problems with Air India but when I start to compare those with my earlier experience with other major American and European carrier, it was no match. To sum up, the issues I faced were:
No direct connectivity from Washington DC, as a result of which one had to waste additional 3-4 hours for transit to JFK or EWR, if one wants to take Air India.
While heading to Mumbai we were served a non-vegetarian dinner which was actually marked as a vegetarian one. Incidentally, I realized this much before my wife could even open the pack. Flight attendant realized the issue and they apologized for this mess and offered us some vegetarian food. Since all this things are contracted, I can’t blame Air India for the mess. I was good since we were served the food which we ordered, later on.
Somehow, I felt the attendants were not attentive enough or too busy or not friendly. I had to walk down to get something I need to eat or drink, though I don’t mind doing that. But on the professional side, one would feel hurt if not paid enough attention since one puts a lot of money for all these travel. There was some altercation that erupted due to the same issue when one gentleman(who also happened to be first timer on Air India) with his wife called for some thing many times and the female flight attendant did not paid attention to him. This is the major area where they will have to stress a lot.
I had my dates changed while returning from India to USA and the biggest problem here was that I cannot change my dates on phone. I have to go to some city office of Air India to get this done since Air India does not have payment option on phone. I know for some other airline, you can just do it on phone and a credit card.
Last but most important is that Air India has to be cost competitive. It doesn’t mean that Air India’s fare are highest among all carriers but again, it faces stiff competition with few other carriers specially from middle east which offer same tickets at bit lower price.
Seating space was good and even my wife did not felt fatigue, food was sumptuous, cleanliness was maintained, luggage was not a problem, and interiors of the craft were good. The best part is that Air India provides everyone with a small water bottle which I did not find with many other airlines. You need not ask for glass of water every time, till the bottle is finished. Punctuality was good and the flight reached on time without any delays.
I had to take my return journey alone since my wife stayed back in India for some time. But even while returning, I did not had any issues. Overall it was a nice experience and would love to fly with our national carrier again(of course if there fare is cheap or comparatively OK, I am not a millionaire).:)
By writing this review, I wanted to share my views of Air India which I had experienced and if the same can help other Indians to change their view about Air India. If that happens, we all would see Air India coming out with flying colors very sooon.
Happy Flying …!