By Maulikk Buch
Kolkata, February 24, 2026 – An incident aboard an Air India flight has sparked controversy after a passenger alleged that a senior female executive, identified as Ms. Soma, insulted him for politely requesting her to communicate in Hindi or English instead of Bengali.
According to the passenger’s account, the confrontation occurred during the flight when Ms. Soma, a lady executive with the airline, was addressing announcements or interacting with passengers in Bengali. The passenger, who reportedly did not understand Bengali fluently, made a simple and courteous request for her to switch to Hindi or English for better comprehension.
The passenger claims that Ms. Soma reacted negatively to the request. She allegedly made a face showing displeasure and then switched to English but in an angry and rude manner, which the passenger perceived as insulting and unprofessional.
Unhappy with the response, the passenger escalated the matter by approaching the flight manager (or supervisor on board). The manager reportedly called Ms. Soma to address the complaint. However, she was not willing to offer an apology for her behaviour, further aggravating the situation.
The passenger described the episode as unnecessary and disappointing, especially from a customer-facing executive of a national carrier like Air India, which serves a diverse population across India. “It was a polite request for clearer communication, nothing more. Her reaction was unwarranted and made the journey uncomfortable,” the passenger reportedly stated.
This episode raises questions about crew training on handling passenger requests sensitively and maintaining professionalism, regardless of regional language use. Air India, under its ongoing efforts to improve customer service, may review such complaints to ensure courteous interactions on all flights.
