[Resolved]  Air India — complain against customer executive - Memb. No.[protected]

Address:

Kolkata, West Bengal

Dear Sir, I would like to bring to your notice an incident that has broken my and my family's trust on Air India. Decades of taking the services of the airline has taken the benchmark of our expectations sky soaring high. My grand father Late Sri Dr. R H Kariwala was a panel doctor on your airline, since more than 3 decades ago. This is the kind of regards that we hold for Air India. We have a strong relationship with the Airline and most individuals of our family are frequent flyers. My father - Vijay Kariwala - Memb. No.[protected], Uncle - Ajay Kariwala - Memb. No.[protected], Brother - Gaurav Kariwala[protected] & myself - Dipti Kariwala[protected]. The current complain is regarding a call with the customer care executive on[protected] at 10.24 am. I had called to enquire if my grandmother Mrs. Pushpa R Kariwala is travelling to and fro Kolkata - Mumbai on[protected] onwards and on[protected] return with PNR - YZKNX, Ticket No. - 098-[protected], could avail benefit of carrying excess 10 kgs under the flying returns program. The customer care executive in very lucid language confirmed with confidence that as soon I register her as a frequent flier through the flying returns site, she will be eligible to carry (15+10)kg = 25 kgs tomorrow for her 3rd july 2014 journey. I registered her and linked the details to the ticket and updated the journey details online, printed a new ticket. However, after registering her under flying returns, today, with Memb. No.[protected], when I called the customer care at 3.09 pm today, I was said the it takes one journey to activate the flying returns account and to become an active member. The benefit of additional 10 kgs will not be allowed for the 3rd July 2014 journey. I don't know which person was stating the facts or was misguiding customer due to pure irresponsibility. This is clear harassment to customers time and no respect for the brand of airline at all. I seek clarity on this and need to no how would I be compensated for this mishap. Awaiting your revert before taking further action on the same. Thank you. Warm Regards, Dipti Kariwala. # [protected].