Air India — Business class seat , food & service were treacherous

Address:	Mumbai City, Maharashtra
Website:	www.airindia.com

CMD Air India - Mr. Ashwani Lohani,

I will like to first congratulate you for the recent revamping of Air India with better direct connections, allegiance with star alliance and the new fleet of Dream liners. I am a 1K member on United Airlines but have recently moved to Turkish Airlines due to sub-standard services o[censored]nited. I also am Sapphire One world Iberia which has been exceptional so far .

I, Amit Lohana reference number YEFC2 was a passenger on a flight from Delhi - New York - Delhi last week and saw quite a number of pitfalls in the service . The food served was sub standard in quality and presentation . On my first leg the Roasted Almonds from Jabsons were rancid and the crew acknowledged the same but didn't have another batch to offer . The prawns were dried out and were being served from silver foil trays which is not very presentable . The seat 14H was having glitches when pressing the recline button and your crew which was resting 13J was making more noise than the passengers . The choices on the entertainment system were very limited and if one is a frequent flyer on Air India then no new additions are reflecting on monthly basis.

On my return flight AI102 the service got worse, they served me Dal in flimsy silver foil which must be a mistake as Business class shouldn't be served in that manner . The remote and screen on the seat froze and after multiple resets was not operational making me go to the crew for every glass of water or any other service as the call sign button was not working . The nail on the coffin was the luggage damaged on the arrival at Delhi and the interrogation on the details of the luggage . On a frank note we don't expect to have high service standards like Emirates, Etihad or Singapore Airlines but at least basic business class services are expected from Air India . The entire journey becomes jinxed after the experience and you start doubting your loyalties . I recently saw an interview of yours and was greatly impressed with your openness and candor which makes me believe that you will surely take this in positive criticism and not junk the compliant into the system .

Regards,
Amit Lohani