Air India is grappling with a chronic seat malfunction crisis, averaging 250 faulty passenger seats per month across its flights, as the Tata Group-owned carrier struggles to modernise an ageing fleet inherited from government ownership in January 2022. The root cause lies in the scarcity of spare parts for aircraft aged 15 to 20 years, with several original component manufacturers having ceased operations. Insiders reveal that seat maintenance was historically deprioritised, complicating repairs for complex assemblies that include cushions, trays, in-flight entertainment screens, and reclining mechanisms—issues often exacerbated by passenger damage during tight turnaround schedules.

The problem gained fresh attention following a viral social media complaint from a business class passenger on flight AI 187 from Delhi to Toronto, a gruelling 19-hour journey. The traveller alleged that cabin crew required him to sign a consent form acknowledging a broken tray table before boarding, highlighting a practice Air India sources confirm is standard but "not isolated". Affected passengers are informed at check-in and offered alternatives: consent to the defective seat, rebooking on the next flight, or downgrading—business class to economy in rare cases—while economy travellers are typically reassigned within the same cabin.

Despite the challenges, Air India insists a comprehensive retrofit programme is underway to address cabin deterioration. All 26 A320 aircraft have already received upgraded seats and interiors, while the first Boeing 787 is undergoing refurbishment in the United States, pending approvals from regulators like the Federal Aviation Administration and the European Union Aviation Safety Agency. The Boeing 777 fleet will follow, signalling a phased overhaul aimed at restoring passenger confidence and aligning with global standards.

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As India pushes to bolster its Maintenance, Repair, and Overhaul infrastructure, Air India's efforts reflect broader industry shifts toward self-reliance in aviation upkeep. Until the modernisation scales fully, however, long-haul flyers may still encounter jammed recliners or missing trays, underscoring the lingering costs of legacy neglect. The airline's proactive consent protocol, while pragmatic, has sparked debate over transparency and service quality in a competitive market where passenger expectations continue to rise.

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