Air Asia — air asia flight grievances

Address:	201301
Website:	airasia.com

This is to bring to your notice that i have filed the following two complaints (Details below) on the air asia website, and would expect you to notify the concerned authorities at your airline to look into them immediately. I am, furthermore, notifying the dgca and igi airport authorities of these incidents, and would expect prompt action from your end.

The details of the flight in question are as follows -

Carrier name+flight no: air asia i5 735
Expected date and time of departure: 20/10/18, 22:40hrs
Actual date and time of departure: 21/10/18, 04:50hrs
My pnr number: bprt8g

Details of complaint[protected]Concerning the service provided by air asia's ground staff at t3, igi airport, new delhi):

The flight was initially delayed from 2240hrs to 0300hrs the next day. Thereafter, the passengers received a message saying that it would depart on time, at 2240, and that we ought to ignore the previous notification. Then, after we had received the boarding pass and had been waiting at gate 46 (T3, igi airport), we were told that the flight had been rescheduled and that it would now depart at 0450hrs. Air asia's staff did nothing to help us for the first 90 minutes following the notification of the delay. Moreover, despite the dgca mandate to give passengers refreshments following the delay of a flight, they did not give us food or water until nearly two hours had passed from the point when the delay notification came out (We had already been met with by sridhar kannan at this point, who was of no help to us).

Finally, when we asked for a refund and compensation for a delayed flight (4 hours), your employees did not state the dgca's guidelines. Raman parashar (T3, igi airport station manager) said that a refund would only be issued for a canceled ticket, and that no compensation would be offered. He changed his statement when i read out the dgca guidelines to him, where it said passengers for a delay of this scale are entitled to a full refund of the ticket's price, plus a compensatory amount of 10000 inr (Since the block time here was 4 hours). Please look into this matter on an urgent basis, since this is essentially what could be characterized as malpractice.

Your staff and your airline have been responsible for mentally, emotionally and physically harassing its passengers for over 6 hours, besides causing us innumerable inconveniences. We would expect you to look into the quality of service offered by raman parashar and sridhar kannan, their disinclination towards being of any help to us, and their hesitation to offer us information that is publicly available.

Details of complaint[protected]Concerning the refund due to us as per dgca guidelines):

I would expect you to compensate me for the full ticket price that has been paid (4750 inr via goibibo.com - excluding fares paid for insurance - i can send you screenshots of the same), plus 10000 inr as mandated by the dgca, in a timely manner.

I look forward to your prompt cooperation in this matter, and hope that i would not have to escalate it any further, or have to approach a consumer forum. I have also cc'ed several of the other travelers from the same flight on this email (Who would willingly attest to the information above), and would want you to know that we have video recordings of the statements provided by sridhar kannan and ramit parashar as well, in case you would wish for evidence of what has been stated in this email.