I flied Air India twice - once in 2002 and again in 2007.
The service levels have improved in some areas but descreased in some.
Let me explain both situations.
Similarities: In both situations, air hostesses were old; air-craft is not the latest; patriotic feeling intact; big spacious baby-bassinets compared to other airlines
In 2002, flied Delhi to Tokyo via Bombay; I was over the limits in luggage front and paid 5000 Rs for extra luggage but the lady was lenient enough to let me take more extra luggage in hand in polythene bags and the flight was delayed by 15 minutes just because of me. I am happy here. Went into the flight and the frustated old air-hostesses were behaving as if they were doin a big favour by serving you food and drink. When my friend who was next to me ordered "whisky and soda with ice; tomato juice, salt and pepper", the response was "what? Do you ALWAYS drink like this?" She asked this twice before I friend had to tell in stern voice "YEs, I do". Obviously she might have thought that he is goin to mix whisky and tomato juice. Notwithstanding, it is rude to make such remarks in her industry. The I saw her demanding passport to some puny lady who was asking for a beer to verify if she is major. This is, after she asked if she is a major. That was gross. Food was good. Was sleeping and after few hours it was dark as lights were switched off. Strolled to the back of aircraft to find some crew that can quench my thrist with a beer. The man was sititng in the back and he advise me to go straigh towards the front and take a left and help myself with the drinks, and I did. I have never seen this in any other airlines. And I should say I have been to 14 different countries and flied many airlines by now. I decided not to fly AI again for a long time.
Circa 2007; I wanted to give AI a try; Booked tickets through Transoceanic Travels in Bangalore to fly Mumbai - Delhi - Bangkok - Shanghai. The flight stops in Delhi, and Bangkok for 1.5 hours each approximately and I have to be inside. I was told that AI offers no seat reservation for Economy class even if I have an infant. Flight forward was a breeze. I was with my wife and 5 month old baby. I checked in 64 kgs between the 2 of us and it is definitely over the limit. No bad faces. I was given a superb infant-friendly seat as I went really early. Hell broke loose when I flied back on April 19, 2007. I was in counter at Shanghai at 6:30 PM for a flight that is after 10:30 PM; I was the first one in counter when counter opened at 7:30 PM; now, my son was 6.5 months old. I did not get the infant friendly twin seat in the corner, even though I am first at the originating destination. I was given a middle seat which was told infant-friendly. I had a long flight ahead and two 1.5 hours idle in the flight. The flight should land at 8:00 AM on 20th. By 1:30 PM, I had to fly Mumbai - Chennai. And by 7:00 PM have to take a 12 hour long train to Tuticorin. The very thought was painful. Did not have much luggage as I left behind luggage in Shanghai as I am coming here back anyways. Walked into the flight and it was great pain to see that in front of me, there was no provision for fixing the bassinet. What a shame to fly AI, I thought. The air-hostess was kind enough and tried her best. Note that I was the only guy in flight that requires a bassinet and everyone sitting at my favourable seats were males and they were not courteous enough to swap their seats for me. I felt defeated. The bassinets are big and you cant keep them near feet. I talked to all people that could help. I finally went to guys who were sitting at emergency exits. They agreed but we knew that such seats do not have provision for baby bassinet and is not as per rules to keep a bassinet at floor there as it obstructs emergency exit; But air-hostess was kind enough to agree and bassinet was by our feet and little legroom for us. But it was boon for us to get something than to try and hold our now unruly son in our arms. not to mention how difficult and impossible it is to make him sleep on our arms.
This is how we reached Bangkok and the crew changed; This was bad for us as the pilot and some superior crew members refused this seat for us and advised us to go back to where we were. I then approached the same male people who were sitting in twin seats if they can swap with us now as they will get twin seats but by emergency exits. They didnt have problems now and we swapped to proper baby-friendly seats at Bangkok. The rest of journey was ok till Bombay. The air-hostess offered me extra beers as she told I deserve more as I went through trouble.
I cant imagine AI cant let me reserve a infant-friendly seat in light of me travelling with a 6 month old baby. No other airline that I know of has such stupid policies. And I was first in queue in Shanghai and dont know where those seats got allocated. Those were worst days of my life and by sheer luck and some people who helped, I could reach with less pain than anticipated; I wuld try my best NEVER to fly again with baby on AI. If alone, I would try and fly AI, purely for patriotic needs.
I had long layovers and long flights and trains those 2 days and AI didnt even do their basic service to help me reach my destination. I am not sure if AI wont allocate seats for infant(as told by my travel agency - Trans oceanic Travels, bangalore) or it was a screw up by my travel agency.