Air India Passenger Accuses Crew of Unprofessional Conduct Over Meal Service
A recent incident aboard an Air India flight operating from Bangkok to New Delhi has sparked controversy after a passenger alleged misconduct by cabin crew members regarding a pre-booked meal service. The passenger, Abhishek Chaudhry, has claimed that his experience on the January 19 flight was marked by rude behavior and unprofessional handling of his complaint.
Details of the Alleged Incident
Abhishek Chaudhry stated that he was traveling back to Delhi with his 22-year-old cousin when the issue unfolded. According to Chaudhry, his cousin, who was seated with him, did not receive the pre-booked non-vegetarian meal by the time the food service reached the rear rows of the aircraft. When Chaudhry raised the matter with the cabin crew, he alleged that they responded by asking to see his boarding pass and speaking to him in a disrespectful manner.
In a video statement, Chaudhry expressed his frustration, saying, "When I asked for my non-veg meal, instead of saying, 'sorry sir, we don't have any meal,' they asked me for my ticket. The chief of staff spoke very tough to me. I felt like a dog. And I'm an Air India customer; tomorrow, I will not be able to get any more flights from Air India."
Escalation of the Situation
Chaudhry further explained that when he objected to the crew's tone and emphasized that such behavior was unacceptable, he was instructed to remain silent. He later approached the staff again regarding the non-vegetarian meal he had pre-booked for his cousin, but was once again asked to produce his ticket. "I said, ma'am, the ticket that I had booked, I had selected everything. I have selected a vegetarian meal for myself and a non-vegetarian meal for my cousin. But, when she insisted, I downloaded it from my email and showed it to her," Chaudhry recounted.
According to his account, the cabin crew member then directed a junior colleague to take a screenshot of the ticket and accused him of having returned the meal earlier. Chaudhry said he subsequently requested the flight's logbook to formally register a complaint, but the crew refused to engage further. He named cabin crew member Meenakshi Chaturvedi and alleged that she, along with others, dealt with the situation in an "unprofessional and rude" manner.
Involvement of Other Passengers and Allegations of Misconduct
Chaudhry also mentioned that a French passenger seated beside him faced a similar experience, which compounded his distress. He clarified that the matter was not about racism but strictly about behavior and respect. "They started talking on a different level. That I am supporting foreigners and that they don't respect us in their own country. There is no issue of racism here. The issue is about conduct. The issue is that I was not spoken to with respect. Neither was the foreigner. The foreigner knew a little Hindi, and he said, 'mai kutta nahi hu' (I'm not a dog)," said Chaudhry.
As the situation escalated, Chaudhry claimed that some fellow passengers accused him of supporting a foreigner. The incident culminated with him being issued a warning letter by pilot Tushar Singh, citing that his conduct had disturbed other passengers. After the flight landed, Chaudhry alleged that crew members threatened him, breached his privacy, and forcibly attempted to check his phone.
Air India's Response and Investigation
In response to the video circulating online, Air India has acknowledged the incident and initiated an investigation. A spokesperson for the airline stated, "We are currently investigating the matter to ascertain the allegations made in the video. Necessary measures will be taken depending upon the outcome of the investigation. Air India deeply regrets the inconvenience caused and remains committed to prioritising the safety and comfort of all passengers and the crew."
The incident has drawn attention on social media, with users expressing concern over the handling of passenger complaints. One social media user remarked that issuing a code of conduct warning against someone raising a genuine complaint could set a troubling precedent and called on authorities to take note of the matter.
This case highlights ongoing challenges in customer service within the aviation industry, particularly for Tata-owned Air India, as it strives to maintain high standards of passenger care and professionalism among its crew members.
