“Come with me to the worst first-class cabin I’ve ever been in. This is Chicago to Delhi, non-stop Air India. It was $6,300 one way, or 250,000 miles. Look at how gross this is. There was hair in there, things moving in every compartment. Everything was ripped, ruined, or had mildew on it.”

Anip Patel, CEO of CaPatel Investments, did not envision where the $6,300 (Rs 5.27 lakh) for his one-way business class ticket from Chicago to Delhi, would go. According to the CEO, the 15-hour nonstop flight was a “nightmare” from start to finish. In his video, which has now gone viral, he detailed a series of issues, including a dirty cabin, malfunctioning entertainment system, and unresponsive flight crew.

One of the most concerning aspects of the flight was the quality of the amenities. The CEO showed a white face wipe towel that was served cold, despite being advertised as warm. The CEO further criticised the state of the aircraft, pointing out stains on the recliner seats and broken equipment. He also expressed disappointment with the limited food options available on the flight, claiming that 30% of the menu items were unavailable and others were served on a first-come, first-served basis.

His post has sparked a heated debate about the quality of Air India’s services. Many social media users have expressed their own negative experiences with the airline, especially in the light of Air India recently announcing a $400 million refurbishment program aimed at elevating the passenger experience. The Tata-owned airline is giving 67 of its aircraft a major makeover, with 27 Airbus A320neo planes already undergoing renovations.

As per the latest comments on the video, Air India has refunded Patel for his flight. “I did not file any complaint with @airindia but through social media they saw this video – they called me today and refunded my entire flight,” said Patel on September 18, adding to the comment section of the post. “They did make it right and it’s worth noting.”