An Australian Writer Shares Their “Worst Flight” Post; Air India Reacts

Recently, a Mumbai-based Australian writer and novelist described her experience on the recently introduced direct flight from Mumbai to Melbourne, Australia. According to Sharell Cook, it was the “worst flight,” and several individuals had forewarned her of this. “I mistakenly chose to board the freshly launched Air India direct trip from Mumbai to Melbourne, believing it couldn’t possibly be that awful, despite some reservations (and cautions). Regretfully, the whole journey was the worst I’ve ever experienced!” she commented on X, attaching two photos taken both inside the aircraft and at the baggage claim.

She reported that there was a two-hour wait at the check-in desk. Moreover, there were no updates for an hour while the passengers were stranded on the runway. Chaos for two hours while waiting in line to check-in. An hour was spent waiting on the tarmac with no word on when the airplane would take off. Refreshments are offered after departure; alcohol is not served. Had to request wine, but there was only red available, not white,” she said in a post on the microblogging platform.

“Snacks and alcohol served between breakfast and lunch,” the lady went on. Then, who would want to sip alcohol? Only those who pre-order non-vegetarian meals will get them. Old aircraft without in-flight entertainment, but with plenty of legroom and a smooth ride.”

According to Ms. Cook, the aircraft took thirty minutes to arrive, and she spent twenty minutes inside. “Spent an additional twenty minutes waiting on the aircraft while they sprayed it for insects after arriving in Melbourne thirty minutes late. There were no immigration arrival cards distributed by the staff. In general, the service was haphazard and unorganized. Requests had to be repeated by passengers, she said, adding that one passenger’s belongings were thrown onto the plane’s floor by another.

Air India acknowledged this and expressed regret for her experience. We really regret any difficulty you may have had on your most recent travel with us, Ma’am. We appreciate your input and are sorry if your experience did not live up to the high standards we strive to maintain. We will take these issues seriously and deal with them in-house to enhance our offerings. We appreciate you bringing this to our notice, and we would like to talk with you. Could you please provide your phone number and a good time to talk?” they asked.