'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.Responding to her complaint, Air India said: “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.” Swaminathan’s post adds to the growing list of complaints from frequent flyers about Air India's customer service and booking systems.