The Directorate General of Civil Aviation (DGCA) has sought an explanation from Air India following a complaint from Union Minister Shivraj Singh Chouhan regarding poor service quality. Chouhan alleged that he was assigned a “broken and sunken seat” while traveling on Air India flight AI436 from Bhopal to Delhi.
Expressing his disappointment on social media, Chouhan called it “unethical” for the airline to allocate defective seats while charging passengers full fare. “I believed Air India’s service would improve after the Tata takeover, but I was mistaken,” he posted. He further questioned the airline’s accountability, asking if corrective measures would be taken or if passengers would continue to face such issues.
Civil Aviation Ministry, DGCA Step In
In response to Chouhan’s complaint, Union Civil Aviation Minister Ram Mohan Naidu assured swift action. He personally contacted the minister and directed the DGCA to investigate the matter. “We immediately reached out to Air India and instructed them to take necessary action. DGCA will also look into the issue promptly,” Naidu stated.
The Ministry of Civil Aviation (MoCA) has also engaged directly with Air India’s CEO and Managing Director, Campbell Wilson, urging the airline to address the matter as a priority.
Air India Responds with Apology, Investigation
Air India issued a formal apology, stating, “We deeply regret the inconvenience caused to Hon’ble Union Minister Shri Shivraj Singh Chouhan ji. This does not reflect the service standards we strive to maintain. A thorough investigation is underway to prevent such incidents in the future.”
Chouhan revealed that he had booked seat 8C, which he found to be in poor condition. Despite the discomfort, he chose not to switch seats to avoid inconveniencing fellow passengers. According to him, airline staff admitted that the management was aware of the seat’s faulty condition, yet it was still sold to passengers.
The incident has raised concerns over service quality and aircraft maintenance at Air India, prompting regulatory scrutiny and calls for improved passenger experience standards.
