Poor customer service and unprofessional behaviour by the staff were the most common grievances against Air India, while passengers also flagged aviation regulator DGCA in a study.
A Quality Council of India survey also found frustration among customers due to flight delays by the state carrier that often ended up in them missing the connecting flights.
Grievances were raised about lack of information on cancellation or delay in flights and refusal to refund ticket fare. Passengers also cited missing luggage and poor response from the staff as major pain-points while flying with Air India.
Outsourcing staffing to third parties, outdated human resource policy and overall lack of accountability in the operations model were pointed out as the key reasons for the poor services.
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