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Three-time Grammy winner Ricky Kej, an Indian-American composer, has once again taken to social media to voice his frustrations with Air India's customer service. In a detailed thread on X (formerly Twitter), Kej outlined two recent incidents that he believes highlight a systemic issue within the airline, prompting him to publicly criticize the airline for the fifth time in a year. While some might question his continued use of Air India despite his repeated negative experiences, Kej maintains his stance, stating that he will continue to fly with them and publicly point out their shortcomings in hopes of driving improvement.
The first incident, which occurred during a September 14th flight from Delhi to Bengaluru, involved a lengthy delay at check-in due to an alleged unwillingness of the staff to accept a payment for his overweight baggage via UPI, a popular mobile payment system in India. Kej claims that despite offering to pay immediately and repeatedly requesting a portable payment machine, the check-in staff insisted on him going to a separate counter, resulting in a 50-minute ordeal that nearly caused him to miss his flight. The second incident, taking place on a September 20th flight from Mumbai to San Francisco, involved a flight attendant repeatedly ignoring a passenger's call button, prioritizing conversation over attending to a passenger's needs. Kej expressed his disappointment with the flight attendant's apathetic response and the overall lack of customer service he encountered.
Air India has responded to Kej's accusations with a statement expressing regret for the inconvenience caused and assuring him that they are investigating the issues. While this response demonstrates a willingness to address the complaints, Kej's repeated criticisms highlight a deeper concern. He believes that these incidents are not isolated, but rather indicative of a systemic problem within Air India's customer service practices. His intention is to use his platform to hold the airline accountable for these shortcomings and encourage them to prioritize customer satisfaction in their ongoing efforts to improve. Whether Air India will truly implement meaningful change in response to these public criticisms remains to be seen.
Source: "People Will Troll Me, But...": Grammy Winner Ricky Kej Blasts Air India