Injured First Class Passenger on Air India Toronto Flight Due to Seat Trouble
DELHI- Air India, owned by the Tata Group, is under fire again after a passenger recounted a concerning experience in first class on flight AI187 from Delhi (DEL) to Toronto (YYZ), which included a brief refueling stop in Vienna (VIE).
This lengthy 19-hour journey was plagued by safety concerns, equipment failures, and hygiene problems, sparking renewed discussions about the airline’s maintenance practices nearly four years post-privatization.
Passenger’s Distressing Experience
On October 12, 2025, a passenger on Air India’s flagship route from Delhi (DEL) to Toronto (YYZ) took to social media to share unsettling images and details of their first-class experience.
The 19-hour flight, which included a refueling stop in Vienna (VIE), highlighted what critics perceive as ongoing issues with the airline’s aircraft maintenance.
According to the traveler, numerous serious problems arose during the flight:
- The first-class seat malfunctioned multiple times and required manual repairs from the crew.
- An overhead reading light fell during the flight and hit the passenger.
- A broken USB port with sharp edges caused minor injuries.
- The traveler reported seeing bed bugs in the seat and blankets, resulting in visible rashes.
- Torn upholstery, cracked cabin panels, and noticeable dirt reinforced the perception of inadequate upkeep.
The flight crew apologized, documented the incidents, and filed a report regarding the aircraft’s condition. The passenger has since sought a full refund along with compensation for physical harm and emotional distress.
The aircraft in question was a Boeing 777-300ER, registered as VT-ALO, which has been in service for 16 years and is powered by two GE-90 engines.
Challenges in Aircraft Maintenance
Since its privatization in early 2022, Air India (AI) has undertaken various efforts to modernize its fleet and enhance passenger experiences. However, the pace of these advancements has been slow. As of late 2025, none of the airline’s wide-body jets have been equipped with new first or business class seats that were announced in mid-2023.
While delays in refurbishing aircraft are common due to supply chain and certification issues, the state of current cabins raises significant concerns.
Basic maintenance tasks—like repairing fixtures, replacing worn panels, and ensuring operational seating—are under the airline’s control. Passengers are starting to view the lack of noticeable improvements as indicative of neglect.
Experts suggest that Air India’s transformation agenda heavily leans towards large-scale modernization and fleet renewal, sidelining routine maintenance tasks.
The airline has acknowledged these shortcomings in the past, pledging to enhance cleaning and technical inspection protocols, yet incidents like this continue to arise.
Impact on Air India’s Reputation
Ongoing reports of poor cabin conditions threaten to damage Air India’s reputation on a global scale, particularly as it strives to position itself as a premium international airline.
The Delhi (DEL)–Toronto (YYZ) route is pivotal to this ambition. Yet, experiences of malfunctioning seats and hygiene issues among first-class passengers diminish confidence in the brand’s premium offerings.
While Air India’s management has reimbursed affected passengers and promised increased quality control, the recurrence of these problems suggests a fundamental maintenance issue rather than an anomaly.
Without consistent upkeep and quality assessments of existing aircraft, even new additions to the fleet may not overcome the negative impressions related to its long-haul routes.
Conclusion
Air India (AI) finds itself under scrutiny once again regarding the upkeep of its first-class cabins following a troubling incident on the Delhi (DEL)–Toronto (YYZ) route.
Despite the airline’s recent privatization and modernization efforts, its failure to maintain clean, functioning interiors highlights a significant operational gap.
Restoring passenger trust will necessitate not only the addition of new aircraft but also a consistent focus on essential standards of safety, comfort, and reliability.
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