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Journalism of Courage
Grammy Award-winning musician Ricky Kej slammed Air India on X alleging repeated downgrades from business to economy class without explanation. The latest incident occurred on a flight from Mumbai to Bengaluru.
Kej, known for his large following on the platform, recounted his experience in several tweets. He reported being informed of the downgrade at the departure gate and claimed that the airline staff offered no explanation or refund. “I booked and paid for a business class ticket on @airindia from Mumbai to Bengaluru. When I reach the departure gate, the staff rudely tells me that I have been downgraded (for no reason) and they cannot give me a refund. What’s up with AirIndia?” Kej wrote.
The musician criticised Air India’s handling of the situation, accusing the airline of rude behaviour and poor customer service. He acknowledged that operational issues can occur but found the lack of resolution unacceptable.
In response to Kej’s complaints, Air India initially offered to resolve the issue privately, writing, “Dear Mr. Kej, we wish to assure you that rude behavior is not at all accepted at any of our contact points and we always strive to offer courteous and hassle-free experience to our passengers. Kindly help us with the booking details via DM to address this.”
However, Kej sought a clear refund, an explanation, and assurance of no further issues. When the airline did not meet these demands, he threatened legal action and accused Air India of misleading statements on social media.
Kej highlighted the recurring nature of these downgrades, slamming the airline for not having proper protocols in place. He questioned how the airline manages safety and responsibility amid these frequent issues. Since this “downgrading” on @airindia happens so often (3 times just with me), you would imagine that they have a protocol in place. Immediate refund, options for other flights, immediate intimation and apology for discomfort. They do none of the above, and instead are rude, clueless, high-handed and behave as if they are doing a huge favour to you by just boarding you.” Kej said.
Netizens’ support for Kej’s stance was evident, with many users sharing similar grievances and expressing disappointment with Air India. One user said, “With such experience who would want to fly @airindia … you must feel sorry & refund the entire amount..”
A second user said, “4 times in 2024 @airvistara did exactly opposite to me where I booked for Economy Class but on check-in I was told that I have been upgraded to Premium – Economy & once I booked for Premium Economy that upgraded to Business Class. Its time to switch for you to airline that care..”
And a third commented, “If this happening to a celebrity like you, people like us should think twice before flying from this airline..”
Another user said, “I recommend avoiding Air India. Two years ago, my trip from Tel Aviv to Ranchi was marred by a bad experience. Upon arriving in Delhi for a domestic transfer, I was delayed at the counter for almost two hours due to alleged overweight luggage, despite having a connecting flight. Returning to India after three years, I was excited, but this situation ruined it. Eventually, they allowed me to proceed, as I convinced them that my luggage had already been cleared by Air India in Israel.”
This isn’t the first time Kej has publicly called out an Indian airline. In October 2022, he posted a video of a cockroach on an IndiGo flight, leading to an apology and a promise to improve hygiene standards.
