Air India Airlines - Worst experience faced while travelling from Toronto to Delhi

I, Anuradha Dolai, recently traveled from Toronto, Canada, to Delhi, India, on Air India flight AI***. Unfortunately, the flight experience was quite disappointing, given that it was a long-haul journey lasting over ** hours. Passengers typically expect certain amenities and comforts, which are typically included in the ticket price or available for purchase. However, this flight seemed to lack even the most basic facility checks.

Specifically:

The seating was far from comfortable, with torn seats and exposed foam, making for an uncomfortable journey.

The waistrest attached to the seat was hanging loosely, adding to the discomfort.

The TV screen, despite multiple attempts to restart it, did not function throughout the entire journey, leaving passengers without in-flight entertainment.

To add to the frustration, upon landing, I discovered that my luggage had sustained damage, with a noticeable crack on one side.

The overall experience was quite unacceptable, especially considering the reputation of the airline. It is disheartening to have encountered these issues after paying a substantial amount for the ticket. This experience has left me apprehensive about flying with Air India in the future, especially since I have a return ticket booked with the same airline.