US Airline Wins Praise, While IndiGo and Air India Face Criticism for Customer Service

New Delhi: In India, airlines often claim “the customer is king,” yet passenger experiences sometimes tell a different story. A recent viral video from the United States has highlighted the stark contrast in how airlines handle customer complaints, prompting netizens to criticize IndiGo and Air India.

The Incident
Indian vlogger Mohammad Arbaaz Khan, who travels under the Instagram handle @arbaazvlogs, posted a video of his experience on a United Airlines flight in the U.S. During the flight, the food tray stopper in front of his seat was broken, causing the tray to repeatedly fall whenever he placed food or light items on it. The video, uploaded just a day ago, has already been viewed by 137,000 people.

United Airlines’ Response
Unlike many incidents reported in India, United Airlines responded swiftly and professionally. The airline staff personally apologized to Arbaaz and issued him a $100 voucher (approximately ₹9,100), redeemable against his next flight. The incident has gone viral online as an example of how airlines can handle customer issues effectively and responsibly.

Indian Airlines Under Scrutiny
The video has sparked widespread reactions on social media, with users expressing frustration at the lack of accountability in Indian airlines. User zarif.azmat wrote, “Planes crash here, and it’s always the passenger’s fault.” Other netizens tagged IndiGo and Air India, urging them to take note and improve customer service. Comments ranged from sarcastic remarks to serious advice on how Indian airlines could learn from this example.

Key Takeaway for Airlines
The incident demonstrates that acknowledging mistakes and addressing them proactively can significantly enhance customer satisfaction. While United Airlines apologized and offered compensation, Indian airlines often fail to provide timely resolutions, leading to dissatisfaction and criticism. Social media feedback can serve as a vital tool for companies to improve service quality and regain passenger trust.