Air Asia — Flight/ Irresponsible behavior

Address:	122001
Website:	www.airasia.com

I write to you regarding the unfortunate incident that took place on the 6th of November, while I was scheduled to have travelled by flight I5 2771 from New Delhi to Guwahati at 7.15 am, PNR no.: HFKSQT, GAU [protected], SEQ: 0123. I reached the airport and got my boarding pass, I was even upgraded to the first row in the flight. After passing security I went to get myself a coffee after which when I reached the boarding gate at about 7.15, I was told that I could not get into the flight, while I could still see the aircarft standing infront of me. When I asked why nothing was announced, I was told that there was a technical glitch in the system due to which I wasn’t called for, infact they had no details of mine either, all thanks to the system glitch. Even my luggage was not dropped off and was flown off to Guwahati, which I have been told by everyone, is a huge offence and violation. The ground security first told me that my luggage was loaded off initially, and later they corrected themselves by stating that my luggage was flown off to Guwahati in the flight, how can such a huge breach of security have taken place by Air Asia, as it is also a security threat. There was a huge confusion amongst the stuff which they repeatedly blamed on some technical glitch. I had to book an Indigo flight for Rs. 12, 282 because I had very important documents in my luggage and some perishable items as well. The Air Asia stuff did not even agree to put my on the next flight. I was told that I would have to buy my next flight ticket which was on the next day for Rs. 12000. But after having had such a terrible experience with Air Asia, I did and will always, highly fear travelling by this airline again. I was repeatedly told that I will be refunded the money of the ticket, which again has not happened. I have received a refund of Rs.758 from via.com which was the online site from which I booked my ticket. I have been completely harassed by Air Asia due to your irresponsiblity, and a technical glitch is not my concern. I was issued a boarding pass, and it was the duty of the airline to make atleast one effort to contact me, if not by announcing my name, then by calling me on my cell number, which has been provided! Knowing that I was present at the airport, it just seems to be careless behaviour on the part of the ground stuff to be so casual about their customers. So much money and irrationality is not a joke, specially for a single woman. It seems that you do not value your customers as I was left to fend on my own. My consumer rights have been violated and I was insensibily harassed, I even had to haphazardly run from T3 to T1 to catch the indigo flight. I have purchased a ticket from you and you ought to provide correct services to your customers, the events that took place on the 6th are far from correct, they are callous, erroneous and improper. Customer issues cannot be delt with so insensitively and incorrectly for any service provider who has integrity or care for their customers. It is a shame. Further, I am attaching the required documents as proofs, please let me know when will I be rufunded and compensated for, due to this incident.