New Delhi: Former ICMR Chief Dr. Soumya Swaminathan has publicly criticized Air India for what she described as a “terrible experience” while trying to upgrade her flight from Nairobi to Delhi. Despite being a loyal flyer with ample mileage, her attempts to secure an upgrade were unsuccessful.
In a post on X (formerly Twitter), Dr. Swaminathan expressed her disappointment, stating:
“Terrible experience with @airindia – trying to upgrade with miles/payment for my Nairobi to Delhi flight tomorrow. Despite being a loyal member, enough mileage & hours online & on phone – dead end. Reasons given are illogical – why should the customer suffer your irrationality?”
Her post quickly gained attention on social media, sparking conversations about airline customer service and loyalty program shortcomings.
Air India Responds
Air India responded to her post, requesting further information to look into the matter.
“Dear Ma’am, we acknowledge your concern. Please share your booking details along with your Maharaja Club ID via DM. We will check and assist you,” the airline posted.
The incident has reignited concerns from frequent flyers over the effectiveness and transparency of loyalty programs, especially regarding upgrades and customer support responsiveness.
