| Address: New Delhi, Delhi, 400021 |
| Website: www.airindia.in/contact-details.htm |
Air India: An absolutely abysmal experience
The national airline carrier of the country, AIR INDIA, on September 2, 2018 reached a new low in the services provided by the already dwindling entity, courtesy the treatment meted out by its staff members.
I am Ekakshra Mahajan and I utilized the services of the Airline on August 31, 2018 for a round trip from Mumbai to Delhi to attend a Law Teachers Day Celebration in New Delhi attended by the Vice-President and Chief Justice of India. I booked my return from Delhi to Mumbai for the 7:00 PM flight. However, not once, but twice, the scheduled flight was changed and my flight status was changed arbitrarily on two different occasions. I was finally informed, only upon calling the Customer care representatives, that I was now on the 9:10 PM flight. I requested to be booked on an earlier flight, but at 5:00 PM I was informed that the only available option was a flight at 6:00 PM which would not be feasible. I spoke to, on an average, eight customer care representatives, to at the minimum, provide or arrange for transportation from the Mumbai Airport to my residence in Chembur.
Much to my dismay, I was told that the request could not be entertained and I should place this request at the Airport itself, and there was a high possibility that the same could be facilitated since they have made such services available, in the past. (Thankfully, all their calls are recorded and the same can be accessed through their records from the following phone number: +91 [protected]).
On reaching the Airport, I met with Ms. Suman who asked me to speak at the Customer care desk, which in turn asked me to go back to Ms. Suman with my SIMPLE, LEGITIMATE request. Despite being in touch and consulting with each other, your employees at Delhi customer care desk of Air India, tried making a fool of an unaccompanied woman, by creating absolute chaos.
I was then directed to Mr. Kuldip at the Air India desk who, I’m sorry to say, does not meet even the minimum level of professionalism and etiquette required out of a Senior staff member of the national airline carrier of the country. In the brusque manner that he spoke to me, he said, “You should have come earlier and I would have out you in the 6:00PM flight!) Like I was given an option Sir! I was only informed on the arbitrary change of my flight status on two different occasions when I called the Air India representatives. i was informed that my flight time was 8 PM now, which was anyway late, but to my further dismay it was changed to 9:10 PM! So my arrival time, essentially became by departure time.
This wasn’t even the basic point of contention. The epitome of harassment, in addressing a legitimate grievance by a person, not only in the capacity of a passenger, but a woman traveling alone, was by Mr. Rakesh. I tried telling him my gruesome experience with his staff and why I was requesting for transportation and his reply to my request was… “So, What do you want? Do you want money?”
A simple request made by me, during the course of my conversation with every single person I spoke with from your Airlines was, “That I booked myself on a 7 PM flight to reach my house by maximum 10 PM. I did not book myself on a 9:15 PM flight to reach home in the wee hours of the night. (I reached home at 1:00 AM” I wish I had the privilege of cancelling the flight and booking myself on a flight the next day but unfortunately, like most professionals working, I had work the subsequent day. So that wasn’t even a proposition. The LOATHSOME and in such bad taste, your staff member, Mr. Rakesh’s response was overwhelming for me and I was reduced to tears for making this request, rather asking for something, which at a minimum, would qualify as a right! I told Mr. Rakesh that all they had to do, as a responsibility owed to one of their passengers, was arrange for transportation and perhaps just inform the driver that, the woman is traveling alone so just drop her home safely.
This small request was turned into a nightmare for me and I’ve had one of the most abysmal experiences of my life. The unprofessionalism of senior staff members in their responses and offering money? Asking for transportation qualifies as asking for money?
As a government owned enterprise, their services need to advance the government’s interests for empowering women and ensuring their safety.
The Airlines reached a new low. I am Ekakshra Mahajan, an Attorney working with Nishith Desai Associates and I’d like to hear what the Airlines has to say in response. I emailed them, but I received a reply. I can be reached at +91 [protected] or ekakshra.[protected]@nishithdesai.com
Air India customer support has been notified about the posted complaint.
