Air India — Passenger Flight Safety

Complaint: My brother (Chamlaur Minhas) and myself (Nirmal S Minhas) travelled to India to visit our family. On our way there we travelled in Business Class and had great service and we truly enjoyed our flights there. On Saturday, April 2nd, 2022, we were returning back to Toronto from New Delhi. On our way back, seat (12k) was not adjusting the way it should have and was reclined in a flat position. We had called staff over and advised them of the broken seat. They had called a staff member who the Air India staff referred to as their technician/ground staff to help fix the seat. He had pulled a wire from one seat to fix mine which caused my brothers seat to not work and the seat belt to not work properly as well. We had asked how we can fly with an unsafe and broken seat. The flight attendants advised that they would manually adjust it as many times as we needed throughout our 14-16 hours flight. This was not sufficient as it had happened to another lady on the plane and the same promise was made but not fulfilled. The staff rudely informed us that if we unhappy with our seats that we could fly out another day and that these were the only seats they had available. We had paid $4, 000 each to fly Business Class and are long-time customers of Air-India. We saw 5-8 seats available and asked if my brother could have his seat switched as this would be an uncomfortable experience. The staff advised that those empty seats were for staff members only as they need to be comfortable since they travel long hours. At this point we let the staff know that it would most likely be easier for them to sit in the broken seats as they can adjust it to their liking manually as many times as they needed, rather than them having to trouble themselves to come adjust it for us. The Air India flight attends acted in such and inhumane manner and were very ignorant. The flight attendant advised us that if we didn't stop complaining they would call the border security police upon arrival and said it was a message from the pilot. When we landed in Toronto, the staff members had the security escort us out of the plane who led us to the police. Living in Toronto for 35+ years, we are well known in the community and have built a powerful, respected reputation. We were escorted out with 400+ people watching us and wondering what happened. Air India has insulted us beyond and taken unreasonable measures to deal with the situation which in no way, shape or form were appropriate. Air India is at fault for selling broken business class seats and it is unfair to punish a customer who chose to speak up and stand their ground over it.