'Terrible experience': Ex-WHO chief scientist Soumya Swaminathan slams Air India over customer service; airline responds

NEW DELHI: Former Indian Council of Medical Research (ICMR) chief Soumya Swaminathan has expressed frustration over her recent experience with Air India, calling it a "terrible experience". In a post on X (formerly Twitter), she said that despite being a loyal customer with sufficient mileage, she was unable to upgrade her Nairobi to Delhi flight scheduled for tomorrow.

“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?” she wrote.



Swaminathan’s post adds to the growing list of complaints from frequent flyers about Air India's customer service and booking systems.