Sharing my experience about my recent travel from newyork jfk airport to delhi airport through air india flight. It was a long flight (15 hrs journey) and flight was overbooked as i got to know from their representative when i have asked for the up-gradation from economy to premium economy class.
Air india has given me a seat which was too uncomfortable. The seat was not getting reclined and i have to sit straight in upright position for 15 hrs. Due to this i suffered from back ache and severe neck pain and rush to hospital as soon as i landed to delhi. I have reported this issue to the crew members at the time of travel, to which one of them replied that they cant do anything and even if i develop any medical condition they are not responsible for it. Other crew members have not infact bothered to come back with resolution.
In fact this is not the single case. Few passengers were using crew's seat to sleep one by one as their seats were broken or not in condition to sit for even 1 hr. Several such issues were reported at that time itself to the crew. However nothing has been done.
I have paid full amount for booking my seat, then why should i compromise on quality? Air india is responsible for my medical condition and the bills that i am paying for my treatment. After all customer matters a lot. You guys are running your business because we are choosing your carrier to travel.