[Resolved]  Indian Airlines — ILL TREATMENT BY INDIAN AIRLINE STAFF- BOOKING NO RC6ETQ

Dear Sir/Madam,

I would like to kindly narrate the ill-treatment received from Air India officials (mainly from the station master who was holding mobile number [protected]) at BHUNTAR (Kullu) Airport during our journey, the whole issue is as below.

Our booking reference is: RC6ETQ

No of passengers: 03 (2 Adults and a 07 yrs old Child)

Date of Journey: August 12th 2009

From: Kullu Airport

To: Delhi



I had purchased the above ticket via online through Yatra.com where I got at a lower rate and also I had booked well in advance (April 11 2009), after I purchased the tickets I had called AIRINDIA office Delhi from Qatar and confirmed the booking (as the rates were lower compared to AI site so I wanted to reconfirm the status), I was told by the Air India official that once AI issues the PNR No then there is nothing to worry and the rates are immaterial after the issuance of the ticket. I had even sent mails to AI to reconfirm the flight and to block the seats which were promptly taken care.



Before the journey I had received around 08 calls from the AI office (one or two calls from the AI Station master Kullu and others from the AI call centre, Delhi) mentioning the flight timings and flight details. AI Station master was asking us whether we are interested to prepone our journey to 10th August instead of 12th August for which I clearly refused his offer as we have other plans based on this. I received finally a call from the customer care on 11th August and the AI staff mentioned to us to reach the airport not later by 07am (strictly), she clearly said to us not to be late and based on this we reached the airport at 0630am, the counter was opened at 0700am and we were the first passenger at AI check-in gate but the “GREAT” staff at your counter rejected us and asked us to stay aside, when I asked what’s the reason the staff at the check-in counter said that just stay aside and didn’t mention anything, later after five mts again I went to the counter and then the lady told me to check with the AI station master at the airport office, then I went and spoke to the station master who also told us to wait and didn’t mention for what reason we were kept aside, let me inform you that he was very rebellious with me and when I kept on asking why we were kept on hold he didn’t even bother to give the reason/answer, then at 0740am I again went to him and told him that I have confirmation from the AI office about our booking and also showed him the mails from the AI office which was stored in my mobile, then the Station master whose tel number is mentioned above said to me that we had got the tickets at a very lower rate and they (AI) had issued other tickets on higher rates to other passengers, I was shocked to hear this from a responsible AI staff, how cheap and low a AI staff can talk/behave, if AI is keen on money then don’t offer tickets at lower rate, I was initially planning to book MDLR airlines, but I was told by one of my friend that AI is more accurate that other airlines in this sector and based on that we decided to book AI flight for which we really regret now!

The station master was very rude (more over no reaction from him) he didn’t even bother to mention us the reason for keeping us aside and treated us like illicit passengers. The station master informed me at 0745am that he needs to speak to the Flight Captain and then he will decide our fate, what does he mean by that, if there is no vacant seat then he wants us to sit on the floor or in the toilet!!!

I clearly said to him that I will not prepared to change my flight at any cost as I have other pre-planned commitments. Later the station master vanished from the site and we were allowed to board the flight by another AI staff at 0750am after giving us a bunch o[censored]nnecessary tension to myself and my family, all at the airport were staring at us as we were treated like aliens….



Even if there is any issue, AI staff should have informed us the reason for the delay in allowing us to board the flight and later at least apologize for the whole scenario rather than neglecting us, several times I went behind the station master but he was least bothered to reply/listen to us.



Funniest thing is that the flight was having vacant seats which really made us laugh after takeoff (Pathankot).



We are really shocked and surprised to learn that a airlines can treat their passengers like this!!!!



I have decided to take this issue to the higher level with AI and if required I’m prepared to complain with the Ministry of Aviation so that no other passenger is treated like this by any AI staff, now we have decided that any time in our life we will never travel in AI so that we don’t face like this situation. I have been traveling internationally (whole of Middle East, US & Europe) for the last 20 years but never experienced such situation.



I hope that you will conduct a serious investigation on the above matter, after waiting for couple of days I’ll be forwarding an official complaint with the higher authorities.



Regards



Ajesh Kumar

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