Air India refunds CEO after first-class complaints on Chicago-Delhi flight

Anip Patel, an India-origin CEO, recently experienced significant issues during a 15-hour non-stop flight from Chicago to Delhi in the first-class cabin of Air India. He shared his grievances through a viral video on Instagram, highlighting the lack of WiFi and in-flight entertainment, which were both non-functional throughout the journey. Despite not formally lodging a complaint, his video caught the attention of Air India, prompting the airline to reach out to him directly. Following the viral nature of his complaints, Air India decided to refund Patel's airfare as a response to the negative publicity generated by his video. This incident reflects the growing influence of social media on customer service and corporate accountability, as companies are increasingly responsive to public feedback shared online. In light of this situation, Air India is also undertaking a significant overhaul of its fleet, which includes the introduction of new wide-body and narrow-body aircraft. The airline aims to upgrade its existing fleet of 67 legacy aircraft, with plans for these upgrades to begin next year. This initiative is part of a broader strategy to enhance passenger experience and address complaints similar to those raised by Patel. The airline's decision to refund Patel not only addresses his individual complaint but also serves as a signal to other customers about the importance of their feedback. As Air India works to improve its services, it remains to be seen how effectively these changes will be implemented and whether they will lead to a more satisfactory travel experience for future passengers.