Air India — Repeated and Unacceptable Experience: No Infotainment on Long-Haul Flights

Flight AI 301 from SYD to DEL on 16 Jun 2023 [To India]
Flight AI 302 from DEL to SYD on 12 Jul 2023 [To Aus]

I am writing to express my extreme disappointment and frustration regarding my recent experiences with your airline during two separate long-haul flights. The lack of functioning infotainment systems on both flights has left me questioning the quality of service provided by your airline and the well-being of its passengers.

The first unfortunate incident occurred on flight AI301 from SYD to DEL on 16 Jun 2023. My family and I were subjected to a grueling 13-hour flight with no operational infotainment. Traveling with two young children, aged 14 and 6, made this experience even more unbearable. The absence of entertainment, intended to keep them engaged and comfortable, left them bored and restless throughout the journey. My efforts to keep them occupied were in vain, and the lack of communication from the cabin crew regarding the issue added to our frustration.

To my astonishment, a distressingly similar incident occurred on my subsequent journey, flight AI302 from DEL to SYD on 12 Jul 2023. A 14-hour flight without a functioning infotainment system yet again exposed my family and me to a situation we had hoped would not recur. The lack of operational entertainment robbed my children of a distraction they desperately needed, making the flight incredibly challenging for us all. Once more, the cabin crew failed to adequately communicate the issue, compounding our disappointment. It was already a much-delayed flight to start with.

I am appalled that my complaints seem to have fallen on deaf ears, as the same problem has persisted twice in such a short timeframe. The recurrent lack of operational infotainment not only speaks to the lack of attention to passenger needs but also to a potential systemic issue within your airline.

I strongly urge you to take immediate action to investigate the root causes of these repeated failures. I demand a comprehensive explanation for why two separate flights, separated by different destinations and dates, both suffered from the same deficiency. Furthermore, I expect appropriate compensation for the immense discomfort and distress that my family and I endured during both journeys.

I chose your airline based on its reputation for quality service and passenger satisfaction, but these recent experiences have severely tarnished that image. I implore you to rectify this situation promptly and ensure that passengers are no longer subjected to such unacceptable conditions in the future.

I anticipate a thorough response from your team, outlining the steps you plan to take to address these issues and prevent their recurrence. Your immediate attention to this matter is crucial in restoring my faith in your airline's commitment to customer satisfaction.

Sincerely,

Manuraj Dhanda
Airline PNR: 6J7KWF, 56DFVT
Contact: manuraj.[protected]@gmail.com