Ricky Kej, the Bengaluru-based, three-time Grammy Award-winning musician, has recently raised a public outcry against Air India after his business class ticket was downgraded on a Mumbai-Bengaluru flight. This incident, which occurred on Saturday, marks the latest in a series of complaints from Kej regarding downgrades experienced on the airline. Despite Air India’s apology and confirmation of a refund, the episode has sparked significant backlash and criticism from Kej, who has accused the airline of poor customer service and inadequate resolution practices.
On August 3, 2024, Ricky Kej was informed at the departure gate that his business class ticket on Air India was downgraded to economy class without prior notice. The musician expressed his frustration on social media, highlighting the rude behavior of the airline staff and the lack of immediate refund options or alternative flight arrangements. Kej, who has faced similar issues multiple times over the past year, criticized the airline for its handling of the situation, describing the experience as “absolutely criminal” and not befitting a reputed brand. Kej’s social media posts drew widespread attention and support, with many users sharing their own negative experiences with Air India. He detailed how the staff, particularly a representative named Nishita Singh, were unhelpful and impolite, and how he was not offered any immediate solutions despite the inconvenience caused. The airline responded by clarifying that “technical issues” had forced them to switch to an all-economy setup, with business class passengers being accommodated in the first row with a seat left vacant in the middle for additional comfort. Despite Air India’s attempt to resolve the issue privately, Kej demanded a full refund and assurances against future issues, threatening legal action if his demands were not met. He accused the airline of misrepresenting the situation on social media and criticized its operational standards, questioning how the airline is permitted to operate given the frequent downgrades and poor customer service.
The controversy surrounding Ricky Kej’s downgrade experience underscores broader concerns about Air India’s customer service and operational protocols. Despite the airline’s apology and attempts to address the issue, the incident has amplified scrutiny and criticism of its handling of passenger grievances. Kej’s public critique, combined with previous complaints about other airlines, highlights the ongoing challenges faced by Indian carriers in managing customer expectations and service standards. As discussions continue, Air India faces increased pressure to improve its customer service and ensure more effective resolutions to similar issues in the future.
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