Jet Airways CEO Sanjiv Kapoor shares his experience on Air India flight; highlights the key takeaways

Kapoor said just before boarding the flight with his son Shiv, the seat numbers were changed at the last moment.

“Asked why? They say no idea, can't do anything, you should have checked in at the counters,” the CEO wrote.

Kapoor said it wasn't just him but another family with small kids was forced to sit scattered as their seat numbers were changed just ahead of boarding.

He also said that he was denied an aisle seat despite having paid for it. Only after he suggested some seat readjustments that his seat was changed.

His son offered his seat to the family so that the mother could sit with the kids but the father had to sit somewhere else.

Kapoor also mentioned the key takeaways on seat readjustment from his experience on the Air India flight.

“Rule #1: protect pax who have paid for seats, in same seat type. #2: Keep those in the same PNR together. #3. Ensure non-rev staff are not given seats paid for by revenue pax,” the tweet read.

He will discuss his observations from his experience with the Jet Airways staff as “it is these small things that make a big difference”, he said.

Hours after his tweet, Air India replied to his assuring him of better service in the future.

“We truly regret to know about your experience, Mr Kapoor. This is certainly avoidable. We appreciate Shiv's understanding of the situation and showing empathy towards the family. We are looking into the root cause to avoid recurrences. Hope to serve you better in near future,” Air India wrote in the reply.

Later, Kapoor also shared aspects of Air India's inflight service that he liked. “Credit where it's due,” he wrote.