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Entertainment systems did not work at all And the seats are the worse on this 787-8 aircraft. Normally I get good sleep on long flights but this time I only slept 2 hours out of the 8+.

The web check in doesn’t work. Had to wait 10 minutes on the counter for them to figure out boarding. I understand AI Express doesn’t have a practice to offer food to everyone in the business class. The flight attendant asks for name (not sure why she doesn’t know it especially with only 8 passengers in the business class) to figure out whether or not they should serve food. KAYAK should sell AI Express tickets separately, not as part of AI. Neither the experience close to AI, the Maharaja points also don’t get awarded despite Express being part of AI.

tray table was inclined by 30 degress so could not use it

Very poor experience. The entertainment screen wasn't working, charging USB was not working. There was a water leak on my head from air conditioning. The tray table was cracked. seats were old and dirty.

The plane was very dated with the worst entertainment system i have seen in 30 years. Flight attendants were responsive.

I think if i find different options I’ll travel with it but not with air India they never loaded the luggage’s and they announce the luggage’s will be arriving on belt number 5 when all passengers reach to the belt we find they haven’t loaded the luggage’s

Flight was cancelled by air India. There was no explanation provided why the flight was cancelled. Found out that the flight was cancelled because the Iran air space was closed. Meanwhile, all other flights passing through that region were operating without issues. When asked to refund money for the tickets, being told that “ As checked, we wish to share that Flight AI 116 on 15 January 2026 from New York to Mumbai was cancelled due to Iran airspace closure, which were beyond the airline’s control. While such events can disrupt travel plans, we appreciate your understanding and patience. Our team remains committed to ensuring the safety and comfort of all passengers and takes all necessary measures to minimize any issues. However, we must inform you that compensation is not applicable under these extraordinary circumstances, in accordance with the relevant regulations.” Completed unacceptable and unprofessional behavior!

The flight was on time, the entire experience was very smooth. The Flight crew were incredibly professional and nice. Made us feel very comfortable

Very old aircraft. Business class seats don’t work right. No way to get out my tray table. Crew didn’t seem surprised about the aircraft and didn’t have any real answers. Old 777 seems to not have been updated ever.

They rescheduled flight..no customer care to even reach or accommodate