Overview & First Impressions
Our journey commenced at Mumbai Terminal 2, a facility lauded for its stunning and cool architecture. Despite initial apprehension regarding Air India's famously strict 10kg carry-on limit for First Class passengers – a restriction believed to be the lowest in the industry – the check-in experience quickly transformed expectations. Upon arrival, a dedicated porter and an Air India representative promptly appeared, proactively taking charge of all luggage and escorting the passenger through the entire airport process. This bespoke service ensured a seamless passage through check-in, where carry-on bags were not weighed, followed by guided transits through security and immigration.
The ground experience continued with an escort to the Adani Lounge, utilized by Air India in Mumbai. Here, staff were informed of the passenger's First Class status, a treatment seemingly extended to all First Class award ticket holders. While craving a neck and shoulder massage, the exorbitant pricing led to opting for the complimentary 30-minute foot massage, which proved to be a fantastic stress-reliever. The lounge also features an exclusive dining section for First Class passengers, offering an extensive à la carte menu. Despite the variety, a desired tofu dish was unavailable. Other selections included an off-menu dosa and an ice latte, which unfortunately was not palatable. A traditional Thums Up beverage and vegetarian dim sum, described as having a 'Western' interpretation, were also sampled. The overall ground experience was deemed exceptionally good, setting a positive tone for the flight ahead.
Prior to boarding, the dedicated porter and representative reappeared. A slight delay in boarding was communicated, but the passenger's insistence on proceeding to the gate early for aircraft photography was eventually accommodated after a brief discussion. Upon reaching the gate, boarding was already well underway, highlighting a minor discrepancy in time estimates. The aircraft for this flight was identified as a former Etihad Boeing 777-300ER, distinguished by its retained Etihad cabin configuration, featuring a staggered 1-2-1 layout in Business Class and an identical 1-2-1 configuration in First Class. The cabin presented as "awesome" despite minor signs of aging on the leather and side consoles. A warm welcome aboard included a hot towel and a choice of pomegranate juice or buttermilk, though notably, champagne was not proactively offered as a pre-departure beverage.
Seat, Cabin & IFE
The First Class cabin on this particular Air India Boeing 777-300ER, a former Etihad aircraft, offers a highly private and comfortable environment. The seat, designated as 2A, provided exceptional privacy, especially given that the only other passengers were seated in the forward row. The cabin layout includes two lavatories at the front, resulting in a favorable ratio of one toilet per four passengers, ensuring no waiting times during the flight. The suite-like design features a closing door, enhancing the sense of personal space, a feature highly appreciated by the reviewer.
The seat controls, branded with Etihad's original design, are intuitive, and ample storage compartments are available along the side of the seat. For larger items, the crew can store bags in the galley, maintaining an uncluttered suite. The amenity kit, presented in a "stunning" and "breathtaking" manner, was noted for its aesthetic appeal, although its contents, apart from a perfume, were largely similar to those offered in Business Class. Passengers are provided with pajamas, described as comfortable and suitable for a long flight, along with standard slippers made from biodegradable plastic. A thoughtful addition is a hanger within the suite, allowing clothes to be stored in a closet without wrinkling.
A key distinction for prospective travelers is the critical difference between Air India's former Etihad 777-300ERs and their older, original 777-300ERs, which are often the subject of complaints due to their dated and worn cabins. The Etihad-configured aircraft, primarily operating on routes like Mumbai to London Heathrow and certain JFK frequencies, can be identified by their 1-2-1 staggered Business Class configuration, as opposed to the 2-3-2 layout on the older planes. The lavatories on this former Etihad aircraft were notably impressive, described as having an "Etihad effect" and "really giving nightclub" vibes. For rest, the seat converts into a fully lie-flat bed with a comfortable mattress, two pillows, and a "oh so soft" blanket akin to those found on Qatar Airways. Turn-down service is provided by the crew, accompanied by a "sweet dreams" note. The individual air vents are a welcome feature, allowing passengers to control their sleeping temperature. In-flight connectivity was surprisingly decent, with the Wi-Fi performing adequately for online shopping. However, the entertainment system, while offering a good selection of content, suffered from noticeable lag and bugs, though it was still functional.
Food, Drinks & Service
The crew on this Air India First Class flight were consistently praised for their exceptional service. Described as "adorable and amazing," "kind and well-intentioned," and "truly fantastic," their attentiveness and enthusiasm made a significant impact on the overall experience. The flight attendants, including Sunil, Suman, and Puja, were proactive in offering refreshments and assistance, making every interaction pleasant and personalized, even leaving a thoughtful handwritten note. This level of service was highlighted as a major differentiator, greatly enhancing the journey.
The culinary experience, however, presented a mixed bag and was identified as a consistent area for improvement across Air India's premium cabins. The pre-departure beverage selection was limited to pomegranate juice or buttermilk, with champagne not being offered proactively. The drink list for the 10-hour flight was considered "meager" for a First Class product. The first meal service began 25 minutes after takeoff. An initial appetizer was met with disappointment, though a virgin mojito was very well received, likened to Emirates First Class's lemon mint. A warm focaccia bread was also noted as quite good. The main course, served on a gold plate, included vegetable paratha (deemed amazing) and papadam. The spicy palak (spinach curry) and dal were sampled, with the dal being "fantastic." However, the portions of curries were very small, and the overall Indian meal, despite being tasty, was considered "underwhelming" and inferior to Indian food experienced in other international locations. The Thai vegetable kapa, while smelling great, lacked a "First Class" presentation and portion size. Dessert offered two options, plus a fruit plate. A coconut-based dessert was enjoyed, while a cake was found to be dry. An additional deep-fried sweet, offered by the crew, was also appreciated.
The second meal, served after a restful nap, was visually appealing ("looks beautiful") and tasted "slightly better" than the first, though still not a "wow" experience. It was described as "nice and hearty," suitable for the latter part of the flight, with the main course being "actually really tasty." The reviewer observed a pattern of underwhelming catering on Air India, suggesting that in large aviation markets like India, China, and the US, catering might be an afterthought rather than a key differentiator. Despite the inconsistent food quality, the exceptional service and the desire to continually offer more significantly uplifted the dining experience.
