Former CEO of the Indian Council for Medical Research (ICMR), Dr. Soumya Swaminathan, took on social media to publicly criticize Air India after her upgraded her seats on her flight from Nairobi to Delhi. The 65 -year -old, former main scientist of the World Health Organization, expressed frustration from the solution of the airline, although she was a frequent leaflet and a member of the Maharaja Club Airline loyalty program.
“A terrible experience with Air India,” wrote Swaminathan on X. “Although he was a faithful member, enough mileage and hours online and telephone – blind end.” She argued that all her efforts to upgrade her seat had not been going anywhere and that the airline offered “illogical” reasons for rejection. “Why should a customer suffer from your irrationality?” She asked in her post.
Air India responded to her complaint to the platform and asked her to share her Maharaja Club ID. The Maharaja Club is a loyalty program of the airlines that offers frequent advantages of leaflets such as seat upgrades, award-winning tickets and a priority check-ins, both at Air India and its Star Alliance partners.
Swaminathana’s complaint resonated with several online users, many of whom shared their own complaints with the airline. One user blamed bad IT services, especially after the merger of Air India and Vistar, and called it a chaotic and unrecognized airline. Another user noted: “The same statement that dm says with your problem. Nothing happens when DM.” Others repeated complaints about declining cleanliness and services and urged the airline to focus more on the customer.
While Air India has made efforts to rework its image and operations within the TATA group, the dissatisfaction of customers about the irregularities of the service, especially with regard to loyalty benefits and basic equipment, it remains a challenge.
Post Dr. Swaminathana ruled interviews on Air India’s customer service standards and raised questions about how the airline would deal with loyalty programs and problems related to merger technologies effectively. Whether the airline will take specific steps in response to these recurring complaints is still visible.
(Tagstotranslate) Air India (T) Dr. Tymya Swaminathan
