In a series of troubling events that have sparked conversations about airline service quality, Grammy Award winner Ricky Kej has voiced his dissatisfaction with Air India's handling of passenger experiences. On September 14, Kej, who was traveling business class from Delhi to Bengaluru, encountered significant issues at the airport regarding excess baggage fees. He took to social media to express his frustration, detailing the lack of attention he received from staff at the Air India check-in counter.

Upon arriving at the check-in line, Kej noted that the staff appeared distracted and unresponsive, prompting him to struggle to get their attention. He had just completed a concert and had not slept for two days, making the experience all the more taxing. When informed that his bag was overweight by six kilos, he offered to pay the excess baggage fee. However, he was directed to a payment counter far away from the check-in area, a situation that is frustrating for many passengers who expect a smoother process.

In a rather shocking turn, Kej requested that a wireless payment machine be brought to the check-in counter, a standard practice in many other airlines. The staff, including individuals identified as Devika, Ravi Kumar, Mukeeta, and Neha, refused his request. This lack of flexibility in customer service is alarming, particularly for an airline that seeks to compete with others in the industry.

After much back and forth, Kej was ultimately told to make the long walk to the designated counter. Upon reaching, he faced further disappointment as the staff member, identified as Sunil, outright rejected his payment attempts through UPI, stating it was "useless" and that Air India does not accept it. This is particularly concerning given that UPI has become a widely accepted payment method in India, and rejecting it seems anachronistic for an airline.

Kej’s experience did not end there; he also shared a disheartening account from a subsequent flight on September 20, from Mumbai to San Francisco. On this nearly 17-hour journey, he observed that flight attendants were unresponsive to passenger calls for service. In one instance, a blue call light was repeatedly ignored while flight attendants engaged in animated conversations amongst themselves. This lack of attentiveness towards passengers, particularly in a premium service environment, raises critical questions about the training and accountability of airline staff.

When Kej attempted to draw attention to the ignored passenger, he was met with dismissive attitudes from the crew. This incident underscores a systemic issue within Air India that may take years to rectify, as Kej aptly noted. The lack of professionalism and care displayed by the crew can severely tarnish the airline's reputation, especially as it tries to regain trust among travelers.

In response to the criticism, an Air India spokesperson acknowledged the feedback and assured that corrective measures would be implemented to prevent such incidents from recurring. While they regretted the inconvenience caused, they emphasized that these occurrences are isolated and do not represent the airline's commitment to service excellence. This acknowledgment is a step in the right direction, but it also reflects a significant challenge ahead for the airline as it strives to enhance its customer service and operational efficiency.

Kej concluded his series of posts by expressing his determination to hold the airline accountable for its service failures while remaining hopeful that they will improve. His willingness to criticize while giving Air India another chance is commendable, but it also highlights the urgent need for airlines to listen to their customers and adapt to their expectations in a competitive market.

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