A family of three (including an infant) booked business class on Air India for a Delhi to Amsterdam flight after a prior Emirates booking was canceled. The choice was made to avoid a Middle East layover.
After boarding, the flight developed a technical issue that escalated into a full cancellation, and passengers were deplaned and left waiting for hours without clear communication.
On the ground, staff reportedly offered limited options: either rebook on a flight two days later or request a refund, with no immediate alternatives or accommodation provided despite traveling with an infant. The passenger felt pressured to decide quickly due to limited remaining business class seats.
Later, conflicting information was given by another staff member, who indicated the flight would operate the following day with hotel accommodation included. The passenger accepted this update and left, expecting confirmation.
However, upon returning for check-in the next day, they were informed that their booking had not been updated and remained on the later flight, which had since filled up. After escalating the situation firmly, staff eventually managed to secure seats on the earlier flight.
The overall experience was described as inconsistent, with poor communication between staff, lack of transparency, and operational confusion. Additional issues included a malfunctioning business class seat and passenger dissatisfaction with the handling of the situation.
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