Air India bed bug horror: Maharaja apologises, says will refund passenger; woman fumes

Facing all-round criticism for poor hygiene in its business-class cabins, Air India has stated that it will refund a woman passenger who had complained of bed bugs on one of the airline’s premium international routes. Saumya Shetty had paid $10,000 for three business-class tickets on AI’s Newark-Mumbai flight on July 18, as she was travelling with three kids, including an infant and a toddler, said Mumbai Mirror report. 
 
According to the report, she lodged a complaint with the carrier demanding a full refund for the 17-hour ordeal she was put through and attached pictures of her bite-riddled arm as proof. 
 
Although apology took almost a week to come, as a face-saving measure, the airline has reportedly offered to refund Shetty’s entire base fare which amounts to more than $8,000. 
 
Expressing regret, Air India reportedly told Shetty: “We noted with utmost concern the narration of your travel experience on board our flight AI-144 of 18th July 18. Please accept our deep regrets and sincere apologies for the inconvenience experienced.” 
 
Further, the airline assured Shetty that it is ensuring that right procedures are followed with regard to hygiene and cleanliness on their flights, adding “Our engineering department has assured that the rigorous fumigation of all the aircraft is done at frequent and regular intervals. Infestation may have happened due to the current weather conditions.” 
 
The US-based stylist and event planner has, however, vowed to never travel on the airline again. She tweeted, “#AirIndia has offered a 75% refund. Is anyone in the Indian government even listening to my plea. No regard for human life or suffering. Is this the New India we all are being sold to by the current government [sic].” 

What an #airindia #businessclass would do to you? AI still has to get in touch with me inspite if my repeated attempts to get in touch with them. @airindiain @NewYorkTimes11 @cnni pic.twitter.com/tDHfmhX0Vx

— Saumya Shetty (@saumshetty) July 20, 2018

 
Shetty, who is married to a New York-based investment banker, had reportedly alleged that after she reported the presence of a bed bug on her daughter’s seat to the crew, all they did was make her fill up a form. 
 
“There was no offer to change my seat. Another host brought me a thick blanket to cover our seats. With an infant in my lap, I had a very uncomfortable night and faced constant itching. In the morning, I showed them some more bugs, and that’s when we were moved to another seat shortly before we landed in Mumbai,” the mother of three said nursing reddened lumps all over her body. 
 
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Speaking to Mumbai Mirror, Shetty stressed on the need for inclusion of compensation for passengers undergoing such trauma in the proposed Air Passengers Charter currently under review by the Civil Aviation Ministry.