Once me and my family reached Delhi from Raipur for our onward travel by the same airline. At Delhi, we were in the long Q in front of the check in counters of this airline. A lady in her late forties with a grave face was managing the counter. She took my ticket and like an ever suspicious police officer quickly found out a spelling mistake in the ticket and my ID card. It was a harmless spelling error their own office made. She made it an issue and declared that we cannot travel. I showed our boarding pass counterfoils that they issued for our travel in the previous segment of our travel with the same silly typographical error. But she was not budging ! The travellers behind us were becoming impatient and the line length was increasing ! Imagine our situation by taking tickets in this airline by paying through our noses! The growing crowd caused some senior fellow from the company to the counter. He declared that there was no problem with that spelling error and she should issue the boarding passes. But the lady did not obey his decision. She kept on arguing and finally her superior himself issued the boarding passes. Imagine the commotion this one lower level employee created !
Yet on another occasion I was on a flight from Delhi to Raipur via Nagpur. At Nagpur, the pilot refused to fly us to Raipur citing some silly technical reasons. A well known politician and an ex Chief Minister of the Madhya Pradesh state too was a passenger who got stranded at Nagpur. After 5 long hours of arguments and counter arguments the airline finally arranged a shabby bus for taking the stranded passengers to Raipur by road.
This kind of experiences from this airline have been a very normal thing for this airline. The ground staff of this company many times behave like ruffian police officers in white uniform. At times I have observed them too liberal to entertain the passengers in some hotels of their choice incurring huge expenditure.
When some of the private airline companies adopted the flexible airfare policy which made air travel an affordable one for the average Indian, it was this government airline's top management with due support from their political bosses that played such nasty games which forced such customer friendly companies to wind up their operations !
Whatever be it, the story of Air India alias Indian alias Air India Express alias Indian Airlines is a sad story for all in India !