Air India flights from Mumbai to London Heathrow Airport (BOM - LHR)

It is all performative but there is really nothing there. They start of with with whole standing in a line at check in and welcoming everyone but then proceed to bungle the check in. Why did I bother doing online check in if they will use the bagdrop counter to service those who didn’t check in? The bagdrop line was long and not moving but the counter still kept serving those who have not checked in. They employed too many ground staff who have the knack of looking busy but doing nothing. The flight was horrendous. I was warned by many people after opting to book Airindia instead of Cx or SG. I wanted direct flight - the only redeeming quality of this flight. The crew were a mess. Yes the plane was old, yes the seat functionality were not working (power points, lights, entertainment were all not working), but surely the crew would make up with service. Not. They don’t seem to know the phrase.”excuse me, pardon me,”. The crew just walks behind you and around you in the aisle. They keep interrupting each other during service, never came around to ask if everything was alright or offer more refreshments. They only sprayed the lavatory with air freshener when they were told that it was a mess. How difficult is it to pick up bits of paper towels from the floor? The food was bad. The pastry was soggy. They portions were small. And the selection was uninspired. I expected more for a flagship carrier. This was at par of not below a budget airline. Silverlining is the flight was fast and you get to the destination quickly instead of stopping.

Flight was good. Their customer service on phone is quite bad. Almost not way get a real person on phone. Email support was ok.

Broke my luggage