CHICAGO- Air India (AI) continues facing service challenges on its long-haul routes as reports emerge of crew utilizing business class seats for rest while paying passengers are downgraded.
The 12,080 Kilometers long Delhi (DEL) to Chicago O’Hare (ORD) route appears particularly problematic.
Photo: Utkarsh Thakkar (Vimanspotter)Air India Crew Sleeping in Business Seats
Despite recent privatization and fleet renewal plans, disturbing patterns of seat manipulation have been documented by multiple passengers.
Evidence includes pre-printed “technical issue” forms specifically for flight AI126, suggesting an established practice rather than isolated incidents.
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Multiple passengers have reported similar experiences on Air India’s Chicago-Delhi route. The pattern begins at the boarding gate where business class passengers are informed of “technical issues” with their seats, primarily claiming they “won’t recline.”
Passengers are then presented with standardized forms requesting approval for seat reassignment, typically offering economy accommodations as compensation, flagged Viewfromthewing.
One passenger who insisted on inspecting her supposedly broken business class seat discovered only a minor issue with the tray table.
More concerning, she observed that several rows of the business class had been deliberately cleared, with crew members later occupying these seats for sleep during the flight.
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The passenger noted similar patterns on her return journey, with other travelers confirming they had experienced identical situations on previous flights.
Photo: Air IndiaProblem Continues Despite Privatization
Air India’s current service issues reflect deeper organizational challenges dating back to its time as a state-owned enterprise. Before privatization, the airline suffered from deteriorating cabin interiors, financial mismanagement, and problematic service culture including unauthorized upgrades and insufficient customer care.
The airline’s recent privatization marks a potential turning point, accompanied by substantial aircraft orders to modernize its aging fleet. As India’s aviation market continues expanding rapidly, Air India aims to position itself as a competitive global carrier representing the world’s most populous nation.
However, meaningful transformation requires addressing not only capital investment needs but also corporate culture and employee practices. The documented pattern of crew commandeering premium seats while paying customers are downgraded illustrates the significant work required to align service delivery with international standards.
Photo: Air IndiaEconomy Seats for CEO and Executives
Air India, under Tata Group ownership, is implementing a new travel policy requiring all staff members to fly economy class on domestic routes beginning April 1, 2025. Senior pilots will transition to this policy starting in June.
The airline will allow employees access to premium economy or business class only if seats remain unsold 50 minutes before departure, ensuring paying customers maintain priority for premium seating.
This policy will apply uniformly across all organizational levels, including the CEO, demonstrating Air India’s commitment to transparent and equal treatment throughout the company.
“After privatization, AI has seen the sale of premium seats double. We want the best seats to be available for our paying customers. From next month, even the airline CEO will be upgraded to PY or business on domestic flights only if there are vacant seats in those classes 50 minutes before departure time,” sources told TOI.
Air India currently offers 50,000 premium economy seats weekly across 39 domestic routes. The company projects this number will increase to over 65,000 by October, reflecting significant expansion in premium travel options.
The policy aligns with Tata Group’s broader transformation initiatives since acquiring Air India in January 2022. The airline is undertaking a US$400 million cabin retrofit program, with 53 Airbus A320 family planes from the merged Vistara fleet featuring 24 premium economy seats each.
Sixteen Air India A320 family aircraft have already received upgrades, with 25 additional legacy planes scheduled for retrofit completion by October 2025. Despite global supply chain constraints affecting modification timelines, the airline remains committed to its modernization strategy.
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The post Air India Delhi-Chicago Flight Crew Slept in Business Class While Passengers Downgraded appeared first on Aviation A2Z.
