Sharell Cook, a Mumbai resident, recently shared her disappointing experience on Air India's newly-launched Mumbai to Melbourne flight.
Describing it as the "worst flight" she had ever been on, Cook recounted a series of issues that marred her journey from start to finish. Despite warnings from others, she chose Air India for the long-haul trip, only to regret her decision.
Cook, a writer and author, detailed reasons why her travel experience turned into a nightmare. She highlighted the long wait at the check-in counter, followed by an hour-long delay on the tarmac without any updates. Additionally, she expressed dissatisfaction with the in-flight refreshments, the lack of working in-flight entertainment during the 12-hour flight, and the delayed disembarkation process upon arrival in Melbourne.
Furthermore, Cook criticized the airline for serving non-vegetarian meals only to those who had pre-ordered them and for the inefficient and disorganized service provided by the staff. She also expressed dismay at the condition of the aircraft, sharing a photo of littered plastic water bottles, a paper cup, and napkins on the floor in front of a fellow passenger's seat.
In response to Cook's posts, Air India issued an apology, acknowledging the inconvenience she experienced and expressing regret that her journey did not meet their service standards. The airline assured her that they take her concerns seriously and will address them internally to improve their services.
Air India's Mumbai-Melbourne direct flights, launched on December 15, were intended to add 40,000 seats annually and marked the first non-stop service between Mumbai and an Australian city in over 40 years.