Former ICMR chief Soumya Swaminathan has slammed Air India for poor customer service, calling her experience “terrible.” In a public critique, she expressed disappointment over her failed attempt to upgrade her Nairobi to Delhi flight despite being a loyal customer with ample mileage. Swaminathan highlighted the frustrating and illogical explanations given by the airline for the denied upgrade. In response, Air India reached out to Swaminathan, asking for her booking details to look into the matter further. The incident has sparked a debate on social media about the quality of customer service provided by the national carrier.