Former ICMR chief Soumya Swaminathan recently expressed her dissatisfaction with Air India’s customer service, describing her experience as “terrible.” Swaminathan, a loyal customer with sufficient mileage, was disappointed when she couldn’t upgrade her Nairobi to Delhi flight. She criticized the airline for providing illogical reasons for denying her request. In response, Air India reached out to Swaminathan, asking for her booking details to look into the matter. This incident has sparked a conversation about customer service standards in the airline industry.