[Resolved]  Sheikh Jamil Ahmad — Poor/worst Service by Air India

Dear Sir,

I have been victim of very very poor service delivered by Air India. after everything happened i had informed to Airindia and did complaint to Air india General manager Mr. Sanjeev Kumar.

after a month later (when i submitted the compaint), i recieved a apology letter from air india official and they closed the matter themself. however i was never satisfied with their reply and sent another email to get my money back which Air india has robbed from me through their foul mean. I kept on sending emails but Air India is in a sound sleep. they really didnt bother about responding the email and pacify a claimant. however this kind of poor service cannot be accepted and i therefore request your organisation to get hold of Air india as one side they have made the terrible mistake which turned into nightmare for me on top of that dont even bothered to answer my emails.

Below, I have given all the detail and complaint which I forwarded to Air india to sort out but unfortunately it seems that Air india doesn't want to sort this out unless external pressure. if you organisation required any other information from myself please do not hesitate to contact me thorugh email which i have provided on your system.




Shri Sanjeev Kumar
General Manager (TS)
Air India

Subject: Poor organisation that has caused hassle to a customer

Dear Sir,

I am writing to you in connection with my recent flight (UK to India) on Air India. I regret to tell you that I have never seen such a bad organisation like Air India. I took a return ticket (“Heathrow – Amritsar”, “Amritsar – Delhi – Heathrow” e-ticket ref. J8HW5). I bought this return ticket from Air India website. Below, I have explained the hassle that your Air line (Air India) has caused me:

I was told that it is a return ticket for Heathrow-London/ Amritsar and on my return the flight will come via Delhi. On 26th Apr’09 when I went to Amritsar airport to get my flight, Air India personal told me a different story that up to Delhi I have to travel as a domestic passenger and I have to again go through the security check, check-in everything. And this was very first time I have ever seen such a poor service like this. I was expecting a comfortable journey on my return, however it turned out into a nightmare for me.

After having 7 hour stay at Delhi airport (hanging around, killing the time) when I went for re-check at Air India counter, the officials at the counter demanded for extra money (Airport Tax). I asked the reason for extra fee, as I got the on-line ticket and paid for it well in advance (any extra amount that I was supposed to pay should have been deducted while I was booking the ticket online), there seems no reason for me to pay an extra amount. The gentleman replied in “typical Indian tone” that “it was a responsibility of your travel agent to get proper fair including all taxes and Air India can not do anything in this and you have to pay extra money”. No doubt the gentleman (Airline Supervisor/organiser on behalf of Air India Airline) was dim-witted as I had explained to him that I purchased the ticket through Air India website rather than through travel agent (showed him E-ticket), and I had not been contacted by Air India for extra payment. On top of that, it is the responsibility of Air India to inform me if this is the case (where I have to pay extra @ airport while taking my return flight although this would still be illogical from the Airline perspective as I had a return ticket). I had no prior information that I have to pay extra money like this (no emails, phone call was made to make me aware about such situation). It took 45 more minutes for me to apprise Air India Airline supervisor @ Airport that I was not aware of this and also I didn’t had any money in my pocket to pay the extra fee and requested to help me. The supervisor reply was still the same that “we cannot do anything and you have to pay or you miss the flight, and asked me to arrange from somewhere”. As I have no money into my pocket but I had my debit card with me and I was ready to pay by my debit card but in 21st century when world is looking to go beyond *Moon and Mars* Air India Airline still not have facility to accept debit or credit card but just Cash. Because it was a card from United Kingdom bank and for security reasons I was only able to pay by my card as I can’t withdraw any money outside United Kingdom.
In the meantime while when I was requesting @ the counter and trying to sort out my problem, an another passenger came out of line and abused me because it took 5-6 minutes @ check in counter (how disgusting was it , yes it was). He had no right to speak to me like this as he should tell his problem to airline if there was any, but still all this happened because of poor management of Air India Airline.

When Air India Airline didn’t show anything which is known as a customer service I have to be a beggar and borrowed money from another kind passenger who was coming to London Heathrow on the same flight.

It is neither written anywhere nor have I informed by airline to pay extra @ the time of check in. Then why Air India demanded more money and put me in trouble.

Finally, when I managed to arrange money and went to Air India office to pay money (unnecessary requested money), the official was having his “Tea and Pakora” and whispering that public is not letting him eat his “Pakora”. 1st he was having food @ the time of his duty and secondly he was whispering. If he was on break then why he was still having the charge and if he wasn’t on break how come he was having “Tea and Pakora” @ the time of his duty and on top of that whispering that why public is asking him to do anything. This was the level of service which is being delivered by Air India Air line which I had witnessed.


It is sad and unfortunate to see such officials at the International Airport, bringing disrepute to our country known for its hospitality, humbelness, and treating customer/guest as a God. It is also giving a reflection to the visitors/foregienrs about the poor customer service provided by an airline carrying the name of INDIA. It is the word of praise that can get you more customers and also vice versa. I hope such incident will not be repeated in near future with any domectic or International customer of the Airlines. I demand for Air India apology, any extra money which Air India has taken through unfair means and also I should be compensated for such terrible service and unpleasant journey.

In anticipation of an appropriate reply at the earliest possible convinience
Regrads