Air Asia — Harassment of Parents for return tickets: Air Asia Kolkata

Address:	AirAsia India Address: Kempegowda International Airport, Ground Floor, Alpha 3 building, Devanahalli, Bengaluru, Karnataka – 560300.
Website:	www.airasia.com/check-in/boardingpass/en/gb

Dear Air Asia team @ Kolkata Airport

I am utterly disappointed by the behaviour and conduct shown by the Airlines staff towards my parents, Father Mr. Raghunath Choudhary age 70, Passport Number(P9350347) Mother Chanda Devi Age 64 years passport number(P9348023). The flight details are attached below.
PNR H7UV6N Flight- Air Asia flight number AK-42 Kolkata- Kuala Lumpur

They reached the airport on time at around 9:45 PM for an international flight to Malaysia at 0045 hours dated 3rd of April 2023 to Kuala Lumpur from Kolkata Netaji Subash Chandra Bose Airport. We had already done the web-check in prior to the arrival.

On reaching the place for issuing the Boarding pass ( Few Colleagues) including Ms. Khushboo denied providing the Boarding pass until and unless we buy the return ticket before them within one month. This was despite us clearly telling that Our Visit is meant for getting the social visit pass. This was mentioned on the E Visa as well- for the getting Social Visit Pass. This caused a lot of physical and mental harassment to my parents. They also mentioned that similar process was employed for getting the Endorsement for Vikash Choudhary(his son). But they did not pay any attention nor did they take guidance from senior officers.

This was done despite producing the following documents(Attached) :
• Approval letter for Malaysian embassy for 12 months Social Visit Pass

• (Expatriate) single entry E Visa for the purpose of getting social visit Pass Clearly mentioned on the Visa.

• Son’s( Vikash Kumar Choudhary) Work authorization letter for 2 years work permit in Malaysia and his Visa

Despite convincing them for more than an hour, they forced my parents to buy tickets( return tickets- worth 28000) bought in hurry and attached and not accepting the bag with some equipment of 4 Kg despite saying that we are ready to pay the amount.Please note as per the airline we had a limit of 90 Kgs, but we have only taken goods weighing 60 Kgs.

After bearing this for one and half hours when we boarded the flight and asked for hot water to drink as my father has hype tension they were not served. Even though we are a Premium Flex member.
(Screenshot attached)

Action needed urgently.
• Record this as very high order of customer complaint without any delay
• The price for the return tickets to be refunded back-28, 000 INR.
• Price for the sports goods returned back from Airlines-10, 000 INR
• Apology and action from the responsible staff including flight crew for the inappropriate conduct.
• Mentally agony- Apology from the Airline staff and the crew for bad conduct

Please respond at the earliest as I would need action as soon as possible. I will head for legal actions- consumer forum and social media if this is not done immediately.