‍FRANKFURT — Air India (AI) has undergone significant changes over the past few years and claims to be upgrading its services to match global standards. 

But is it truly worth flying internationally with AI in 2025? Has the airline genuinely improved its customer experience?

To find answers to these questions, continue reading our in-depth report on AI’s Boeing 787-9 from Frankfurt to Mumbai.

I have traveled between Germany and India almost six times in the past year. Vistara (UK), now merged with AI, has always been my preferred airline for this route. With AI now absorbing UK, I expected no compromise on service or amenities, primarily since the Frankfurt to Delhi and Mumbai routes were still operated using Vistara aircraft.

Two days before my scheduled departure, I received a notification from AI that my flight was delayed by 1 hour and 30 minutes, with the option to reschedule. (This delay was expected, as India and Pakistan had closed their airspace at the time due to ongoing tensions between the two countries.) I chose to rebook myself onto the Mumbai flight instead, as it meant reduced flying time overall.

Arrival at the Airport

Frankfurt Airport (FRA) is one of Germany’s busiest and is well-connected by public transport. The most economical way to the airport is via the S-Bahn (local train) or bus. The S-Bahn is especially convenient for passengers departing from Terminal 1, being just a five-minute walk from the station. However, for Terminal 2, you must take either the SkyTrain or a shuttle bus.

Check–in, Boarding

Like all Star Alliance member airlines, AI operates from Terminal 1. I had 2 x 23 kg checked bags, a cabin suitcase, and a laptop bag. Expecting long queues, I was surprised to find the check-in counters almost empty. The ground staff were polite, and one of them even helped me change my seat to an empty row for a more comfortable journey. For me, this was a promising start.

Immigration and security clearance were smooth since few flights were scheduled then. With nearly four hours to spare, I explored the duty-free shops and proceeded to the gate, only to learn that even the Mumbai-bound flight was delayed. The ground staff handled the situation professionally and calmly.

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Cabin, Seat

The Boeing 787-9 was a former UK aircraft, and the cabin retained its UK-themed interiors, from seating to lighting. Only the in-flight entertainment (IFE) system was updated to reflect AI content.

The cabin was in better condition than other AI Dreamliners. Each seat was pre-equipped with a blanket, earphones, and a pillow. 

At 174 cm tall, I found the legroom generous and the seat cushioning quite comfortable for the 8–10-hour journey. The seat also had an adjustable headrest, a small but appreciated detail.

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Meal Service

My pre-booked MNM (meal) category meal was served shortly after takeoff. Up until now, UK has always impressed me with its catering. Unfortunately, this experience was a stark contrast.

• The tray presentation was poor, dirty, and sticky with no tray mat or lining paper.
• Food quality was subpar, cold, chewy, and far from the expected standards.
• This was, hands down, my worst in-flight meal to date, worse than the experience I had with the old AI (when the government owned it).

Later, the crew returned to collect trays and serve beverages. I opted for a ginger ale and tried to settle in for the remainder of the flight.

Breakfast was served roughly two hours before arrival. Fortunately, this tray was clean. 

The meal included a croissant, a chocolate muffin, yogurt, and orange juice. Still, the overall catering disappointed me, and I questioned AI’s commitment to quality.

Flight Attendant Service

Initially, the crew appeared cheerful and welcoming, greeting each passenger with a smile and a namaste. Their newly updated uniforms looked fresh and vibrant.

However, the problems began shortly after takeoff. When I unfolded my tray table to eat, coffee was dripping from it, clearly a leftover mess from the previous passenger. I pressed the call button, but the crew took nearly 35 minutes to respond.

I politely explained the issue and requested a wet wipe or something to clean the sticky tray table. The crew returned 15 minutes later with tissues soaked in hand sanitizer and handed them to me to clean them myself! This was, without exaggeration, the filthiest in-flight experience I’ve ever had.

The passenger in seat 31C (I was in 31A) also found food stains on his tray. His call for help was equally ignored.

Multiple passengers' call bells went unanswered throughout the flight for 30–40 minutes. The crew seemed under-trained, understaffed, or inattentive, a massive miss for a long-haul flight.

Arrival at Mumbai International Airport

We arrived in Mumbai (BOM) 1.5 hours later than scheduled, and the crew announced:

“AI is proud to announce on-time arrival at CSMIA.”
The entire cabin burst out laughing, which summed up the flight perfectly.

Since I had a domestic connection, I had to collect my luggage, clear customs, and re-check it for my onward flight. This is a cumbersome process, and another reason I prefer international layovers.

Final Thoughts

My verdict? Disappointing.

AI still has a long way to go before it can call itself a premium international carrier. The flight I took had all the makings of a good experience: a well-maintained Vistara aircraft, empty seats, polite ground staff, but what followed was a cascade of failures in basic service delivery and cleanliness.

AI has been making bold claims about transformation and progress since its takeover by the Tata Group in January 2022. However, it has now been over three years since the privatization, yet the airline is still grappling with issues that should have been among the first to be addressed. 

Dirty tray tables, cold and unappealing meals, a lack of responsiveness from the cabin crew, and unhygienic food presentation aren’t just minor slip-ups; they are fundamental elements of any respectable airline experience. These issues are unacceptable and reflect a troubling lack of accountability and oversight in operations.

This was a UK aircraft, and as someone who regularly flew with Vistara, I know the quality and professionalism they maintained. Instead of building on that legacy, AI has diluted it. The aircraft retained Vistara’s physical comfort and cabin ambiance, but the service quality and standards reflected a steep decline.

AI must stop blaming its legacy and start owning up to its present. In a market where travelers can access world-class alternatives like Emirates (EK), Qatar Airways (QR), Etihad (EY), or even Lufthansa (LH), often for the same price, the bar is high, and excuses will not cut it. 

Passengers like me who fly frequently between India and Europe are willing to pay for quality, but we expect at least the basics to be done right.

Until AI controls those basics, I cannot recommend it as a reliable international carrier. This flight indicated that while the airline may have rebranded on paper, the fundamental transformation that matters to passengers is unfortunately still far from reality.

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