Union Agriculture Minister Shivraj Singh Chouhan has publicly criticized Air India for assigning him what he described as a "broken" seat on flight AI436 from Bhopal to Delhi, igniting discussions about passenger rights and airline ethics.
On February 22, 2025, Chouhan took to social media platform X, formerly known as Twitter, to express his dissatisfaction after finding his assigned seat number 8C to be "broken and sunk" upon taking his place on the flight. "It was uncomfortable to sit," he noted, adding, "I had booked a ticket on Air India flight number AI436. When I went and sat on the seat, I found it was broken and sunk." Chouhan was traveling to the national capital for several important events, including the inauguration of the Kisan Mela (Farmers' Fair) and meetings concerning the Natural Farming Mission.
The former Chief Minister of Madhya Pradesh recounted his experience of contacting airline staff to address the issue. He stated, "When I asked the airline staff why the seat allotted to me was broken, they told me management had been informed earlier about the condition of the seat and it should not have been sold. My impression was...but it turned out to be my misconception," referring to expectations for improved service under Tata Group’s management.
Chouhan's discontent amplified when he revealed, "There was not just one such seat but many more," indicating systemic issues with seating arrangements on board. Despite suggestions from fellow passengers to switch to different seats, he decided against it, stating, "Why should I trouble another friend for my comfort? So, I decided to complete myjourney on the same seat." His insistence on preserving his integrity over comfort highlights broader concerns about passenger expectations and airline accountability.
Addressing the ethicality of airlines charging full fare for subpar services, Chouhan expressed, "I am not concerned about my discomfort, but charging passengers full fare and then making them sit on defective and uncomfortable seats is unethical. Isn't this cheating the passengers?" His remarks raised questions about consumer rights within the aviation industry, especially following the merger of Air India and Vistara.
The airline, responding to Chouhan's frustrations, issued an apology via X, acknowledging the "inconvenience" he faced. Their message stated, "Dear Sir, we apologize for the inconvenience caused. Please be rest assured we are looking at this matter closely to prevent any such occurrences in the future. We would appreciate the opportunity to speak with you, kindly DM us your convenient time to connect." This response reflects their acknowledgment of the issue and suggests willingness to initiate dialogue for improved service.
Chouhan's criticism did not go unnoticed by the Congress party, which capitalized on the moment to spotlight broader concerns surrounding the condition of public transport services, declaring, "Passengers are troubled...people keep complaining... Now, since Shivraj ji has faced a problem and is tweeting -- maybe action will be taken on this." Their remarks shed light on the systemic issues and lack of responsive action within both aviation and railway sectors.
This incident has sparked renewed discussions about the level of service provided by airlines and the responsibilities they hold toward their passengers. With the growing population of air travelers, concerns surrounding seating quality, passenger comfort, and ethical practices have never been more pertinent. Many passengers share the sentiment expressed by Chouhan, reiterifying the need for airlines to prioritize passenger experience over corporate profits.
Air India's challenges also exemplify the struggles of large companies when attempting to balance operational efficiency with customer satisfaction. The public outcry following Chouhan's experience calls for more transparency and accountability from aviation companies, as well as the need for decisive steps to address passenger complaints.
The scrutiny around Air India's seat allocation and overall service quality poses significant questions about the future of airline customer service standards. It remains to be seen how the airline will implement changes following this incident and the extent to which it will respond to passenger grievances.