Flying business class is often seen as an elevated experience, a blend of luxury, comfort, and efficient service. It all began with an incredible deal I found through Atlys’ Viewpoints tool. I managed to secure a business class flight for just 80,000 LifeMiles. Not having any LifeMiles on hand, I took advantage of a bonus offer to purchase them for $900—a deal that, incredibly, was cheaper than a round-trip economy ticket and a fifth of the cost of buying the business class tickets directly. Unfortunately, my recent trip aboard Air India’s Boeing 777-300ER from Delhi to London fell short of these expectations. With a mix of highs and lows, this review aims to give you a detailed breakdown of what to expect.

Pre-Flight Experience: A Good Start

The experience kicked off on a positive note with Air India's porter service. After dropping off at the curb, I was greeted by a porter who swiftly took charge of my luggage. A highlight of the service was that they called ahead and provided a callback number for when I was nearing the airport. This was a first for me, and it added a layer of convenience I hadn't anticipated.

Once at the airport, I was escorted through security and check-in with impressive speed. The efficiency made the process less stressful, a great way to start the journey. The lounge was excellent. However, as I would come to learn, this was one of the few truly premium aspects of the flight.

Boarding: Organized Chaos

Upon arriving at the boarding gate, I was met with a scene of disorder. Despite being in business class, there was no separate line for premium passengers, and the general boarding process felt like chaos. Long lines, minimal guidance, and confusion reigned as we prepared to board. While I understand boarding can sometimes be messy, I expected better management given the premium ticket price.

The Seat Situation: A Frustrating Start

After spending considerable time choosing the perfect seat ahead of time, my excitement faded quickly. Upon boarding, I found that my seat’s functions were not working properly. The recline feature was broken, and after trying to troubleshoot it with the flight crew, I was moved to a different seat. Annoyingly, this seat had similar issues, and I was moved again. It left me wondering why I had even bothered spending time selecting a seat if I was going to be moved around anyway.

However, I was given a hot towel and a welcome drink (orange juice) within a few minutes of seating down.

Cabin Configuration: Feeling a Bit Cramped

The Boeing 777-300ER business class cabin follows a 2-3-2 seating configuration. For a long-haul flight, this layout feels a bit too packed. The middle seat in particular can make things feel cramped, especially when compared to other airlines that offer more spacious 1-2-1 layouts. If you’re unlucky enough to get stuck in the middle seat, it feels less like a business-class experience and more like an upgraded economy seat.

Given the competition in the business class market, I found the 2-3-2 configuration to be a letdown, especially when more and more airlines are leaning towards direct aisle access for all business class passengers.

Toilet Cleanliness: Unacceptable

The Amenity Kit: Looks Good, Doesn’t Work

When I first saw the amenity kit provided, I was pleasantly surprised. Air India offers a Ferragamo-branded kit, which sounds luxurious. However, this quickly turned into a bizarre situation when I realized that the kit wouldn’t open. After checking with other passengers, I found that I wasn’t alone—none of the Ferragamo kits seemed to be opening properly. It appeared to be a manufacturing defect, but it’s still baffling that such an error made it to the passengers.

On a more positive note, the nightwear provided was Tumi-branded, and it was quite comfortable, adding a small touch of luxury back into the experience.

In-Flight Service: Below Average

The service onboard was, unfortunately, another letdown. Air India’s cabin crew is known for its warmth and hospitality, but on this particular flight, I found the service to be quite subpar. The crew seemed disengaged and slow to respond to requests. Simple tasks like clearing trays or bringing extra water took longer than expected. Business class service is supposed to be attentive, and this lack of attention detracted from the overall experience.

Food and Beverage: A Mixed Bag

When it comes to business class, food and beverages are a significant part of the experience. Unfortunately, this aspect was also below par.

Breakfast

Breakfast was served two hours before landing, which is a fairly common practice. However, the meal itself was just okay, lacking the wow factor that you’d expect in a premium cabin. The menu offered a range of options, but the execution of the food was average. Presentation was lackluster, and the food tasted as if it had been sitting around for a while.

That said, I did appreciate the range of choices on the menu, with both Indian and Western options available. The inclusion of fresh juices, teas, and cappuccinos added a nice touch, but the main courses themselves were underwhelming in flavor.

Beverages

The bar selection, however, was commendable. Air India offered a solid selection of spirits, cocktails, mocktails, and beers. I appreciated the variety of non-alcoholic drinks as well, such as fresh juices and mocktails that tasted refreshing and light. It’s clear that while the food didn’t shine, the beverage options offered some redemption.

In-Flight Entertainment: Hit or Miss

Air India’s in-flight entertainment system on the Boeing 777-300ER is decent but certainly not on par with some of the leading international airlines. The screen quality was average, and the selection of movies and TV shows felt limited compared to what other airlines offer. For a flight to London, I expected a more extensive range of international content, but the choices were somewhat limited. If you're looking to pass time with movies or shows, you might want to bring your own device as a backup.

Arrival: A Smooth Landing

Despite the rocky experience onboard, landing at Heathrow was smooth. The crew efficiently handled the disembarkation process, and getting off the plane was straightforward. This was a relief after a less-than-stellar flight.

Final Thoughts

Air India’s Boeing 777-300ER business class offers a very inconsistent experience. The highlights included the pre-flight porter service and the range of beverages offered during the flight. However, these were overshadowed by a multitude of issues, including the chaotic boarding process, malfunctioning seats, below-average service, and the cleanliness of the cabin.

Would I recommend flying Air India’s business class again? It depends on your priorities. If you’re looking for a luxurious and seamless experience, this might not be the best option. However, if you’re simply looking to get from point A to point B with a bit more comfort than economy class, it could be a viable option—though not the most satisfying one.

In the increasingly competitive world of international business class flights, Air India has some catching up to do if it hopes to compete with the likes of Emirates, Qatar, or even British Airways. Hopefully, improvements are on the horizon, as the airline modernizes its fleet and services. For now, though, manage your expectations if you plan to book business class with Air India.