DGCA Seeks Response from Air India After Union Minister Complains About ‘Broken Seat’

The Directorate General of Civil Aviation (DGCA) has sought a response from Air India after Union Minister Shivraj Singh Chouhan criticized the airline for poor service, stating that he was assigned a “broken and sunken seat” during his journey from Bhopal to Delhi on flight AI436.

Chouhan took to social media to express his disappointment, calling it “unethical” for the airline to assign defective seats to passengers despite charging full fare. He also remarked that his hopes for improved service after Air India’s acquisition by Tata Group were misplaced.

“My impression was that Air India’s service would improve after Tata took over, but it turned out to be my misconception,” Chouhan wrote. “I don’t mind discomfort in sitting, but it is unethical to make passengers sit on bad and uncomfortable seats after charging them the full fare. Isn’t this cheating the passengers?”

DGCA and Aviation Ministry Take Note

Following the minister’s complaint, the civil aviation regulator sought clarification from Air India regarding the issue. Civil Aviation Minister Ram Mohan Naidu also intervened, stating that immediate instructions had been given to Air India to take corrective measures.

“We spoke to Air India immediately on this issue and instructed them to take necessary action. From our side, DGCA will also be looking into the details of the matter promptly. And I have personally spoken to Shivraj ji also,” Naidu said.

The Ministry of Civil Aviation (MoCA) also reached out to Air India’s CEO and Managing Director Campbell Wilson, advising him to handle the matter as a priority.

Air India Apologizes, Promises Investigation

An Air India spokesperson issued an apology, saying, “Air India deeply regrets the inconvenience caused to Hon’ble Union Minister Shri Shivraj Singh Chouhan ji on his flight from Bhopal to Delhi.” The airline further assured that a thorough investigation was underway to prevent such incidents in the future.

Minister’s First-Hand Account

Describing his ordeal, Chouhan stated that upon boarding, he found his assigned seat 8C to be broken and uncomfortable. When he questioned the airline staff, they admitted that the management was already aware of the seat’s poor condition and that its ticket should not have been sold.

“This is not the only seat like this, there are many others,” Chouhan said. He also mentioned that several co-passengers urged him to switch to a better seat, but he chose to complete his journey in the same seat to avoid inconveniencing others.

Air India’s Aircraft Retrofit Plans

Amid ongoing concerns over cabin conditions, Air India recently initiated a retrofit program for its legacy aircraft. The plan includes replacing all seats and refurbishing cabin interiors. While the retrofit of narrow-body aircraft is expected to be completed by mid-2025, the upgrade for wide-body aircraft will begin soon and is scheduled for completion next year. However, the program has faced delays due to global supply chain issues.

Sources By Agencies

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