Renowned Indian composer and Grammy Award winner Ricky Kej on Sunday criticised Air India over repeated poor service experiences. Kej took to his official X account, sharing his frustration about the airline's lack of reliability and customer service, citing two incidents. His X platform posts have struck a chord with many frequent flyers, prompting discussions about the need for improvements within the airline.

Incident 1: Challenging journey from Delhi to Bengaluru
Kej's first troubling experience occurred on September 14, 2024, during a business class flight (AI0154) from Delhi to Bengaluru. After a long performance at ITC Maurya, he encountered significant challenges at the check-in counter. Upon arrival, he found the staff inattentive and unhelpful. When he learned that his bag was overweight by six kilograms, he readily offered to pay the excess fee.

Instead of a quick resolution, Kej was directed to another counter far from the check-in area, where he faced further obstacles. The attendant, named Sunil, refused to assist him, stating he was too busy to help. After multiple trips between counters and increasing urgency—Kej was nearing boarding time—he insisted that Sunil return to the check-in area to finalise the transaction.

To add to his frustration, Air India did not accept UPI payments, despite its popularity in India. This incident dragged on for nearly 50 minutes, during which Kej felt bullied by the airline staff. Ultimately, with help from another employee named Devika, he managed to complete the payment and catch his flight at the last moment.

Incident 2: Neglect during a long-haul flight
Kej's second incident, which took place on September 20, 2024, involved a direct flight from Mumbai to San Francisco (AI0179). During the nearly 17-hour journey, he noticed three flight attendants engaged in animated conversation at the back of the plane while ignoring multiple service calls from passengers. Despite the blue light indicating the need for assistance being turned off repeatedly, the attendants remained oblivious, prioritising their conversation over the needs of the passengers.

Feeling compelled to intervene, Kej suggested to the staff that they should attend to the waiting passengers. Unfortunately, his comments were met with hostility, indicating a deeper issue within Air India’s culture regarding customer care.

Systemic issues and a call for change
Kej’s experiences are symptomatic of broader systemic issues within Air India. His detailed accounts highlight a troubling lack of accountability among staff and an unsatisfactory attitude towards paying customers. By naming specific employees involved in both incidents, he urged the airline to address these behaviours and enhance the overall passenger experience.

Despite these negative encounters, Kej expressed his intention to continue flying with Air India, hoping for improvements in service quality. He emphasised the airline's significance in the aviation sector and the critical need for high standards of customer service.

Kej's criticisms resonate with many passengers, sparking vital conversations about the necessary changes within Air India to restore trust and ensure a better experience for all. His experiences serve as a powerful reminder of the impact that poor customer service can have on an airline's reputation and its loyal customers.