IAS officer accuses British Airways of racist policies after her seat was downgraded. Airline responds

IAS officer from Mumbai Ashwini Bhide was later assured by British Airways that she was entitled to any difference in the fare paid. (Image credit: @AshwiniBhide/X)

An IAS officer from Mumbai has accused British Airways of racist policies and discriminatory practices after she was downgraded from her premium economy seat and not refunded the difference in fare. Ashwini Bhide, who is the head of the Mumbai Coastal Road project, narrated the experience on X and slammed the airline for what she called their "common practice".

"Are you cheating or following discriminatory/racist policies, British Airways? How come you downgrade a premium economy passenger at the check-in counter on the false pretext of overbooking without even paying the price difference and forget about compensation?" Bhide. "I’m told this is a common practice by British Airways in Mumbai."

Are you cheating or following discriminatory/racist policies @British_Airways ? How come u downgrade a premium economy passenger at check-in counter on false pretext of overbooking without even paying price difference forget about compensation? I’m told this is a common…

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— Ashwini Bhide (@AshwiniBhide) January 12, 2024

Responding to her post, a representative of the airline wrote, "Hi there, if you've been downgraded due to overbooking, you're entitled to any difference in the fare paid. Our Customer Relations team will look into this and advise of any compensation due."

But soon, other X users began to share similar experiences.

"I was too downgraded from business class to crappy premium economy and am still awaiting the fare difference. I was flying from Mumbai to London, British Airways," wrote Reginald101 (@101reginald101). Another user Mahabir Urs (@mahabir_urs) commented, "I had faced the same problem several times. I filed a complaint with DGCA and no action was taken. Hence, I filed for online arbitration in London and was awarded compensation as well as a refund of the difference in fare. It is very simple to file for arbitration."

A few other X users also recounted witnessing discriminatory practices.

Deepak Dalvi (@DsDalvi) said, "I agree. BA is biased towards economy passengers and Indians. My daughter travelled in Sep by BA flight from Mumbai to London. She narrated the unpleasant behaviour of crew members towards passengers."

"I have been also at the end of the discrimination," added Gaurav (@IAMGAVRAV). I was (flying) in business class from Bahrain to London. The air hostess came and told me that we had to return the blankets even though I told her I was feeling cold she said it was protocol. Later, I saw every other passenger still had their blankets except me. I complained to British Airways... no action or no updates."

Taking cognizance of this, the airline replied, "We're sorry to hear what happened and apologise for the inconvenience caused this has caused. If you wish to submit your complaint to our Customer Relations team, please use the following link https://t.co/cuwkn37hqx."

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