Air India Complaints & Reviews

Relating to delayed baggage.

Mrs Pamela Fowler Mr Alan Fowler

Ref WB-IBOM[protected]
I filled a Property Irregularity Report 15/01/2018
Ref above.:
I have had no contact or report from you please advise me of any progress .

Hi,
As a Frequent flyer and a regular Indian citizen who is aware of Indian aviation rules and regulations I am forced to express my disappointment for the experience that I have encountered with the oldest Airline of our country "Air India" .
I had my flight (AI887) on 21st Nov at 07:00 AM from Delhi. I had my web checkin done and I was at the airport by 5:45am . I was in the Queue where Boarding card for Mumbai was being issued.

The Staff was completely looking confused and were rushing the passengers.
I understand there are different flights scheduled more or less at the same time however I didnt see the Air India staff forthcoming and managing the passengers according to the departure priority.

Two passengers for Bhubhaneshwar were rushing and the staff was unable to issue the boarding card and was delaying, this consequently was delaying me to collect my boarding card and go towards security.
Somehow I managed to get my boarding pass around 6.10 am where I had a sigh of relief that I still had time to reach the aircraft.

Security screening and checks took another 25 to 30 minutes for me to go towards my boarding gate.
While I was moving I stoped a staff from Air India and checked on the flight status, to which I was given a very casual reply that I will still get the flight.

By this time I heard no announcements from AirIndia or any kind of final calls.

When I reached the boarding gate, I was stopped by AirIndia staff and told that the flight has departed and I have missed the flight.
After all the morning drill and unwanted exercise that I went through at the airport for being before time, I was told that due to my fault the flight that I had booked and got a web checkin done was missed by me.
I was in anger and irritation to know how could that happen.
When I kept requesting the staff to help me, their attitude was so pathetic and casual that they made me feel as though they have paid for my tickets and doing a huge favour by flying me.

I was also told that they didn't have my number updated on their PNR system hence they were unable to call me. Now this is serious as, I have been getting all the messages on my phone and updates about my flight.
They are RUDE, UNAPOLOGETIC, NON CUSTOMER CENTRIC.
I fly frequently and even I am aware of the procedures. Once the boarding card has been issued and the name of a Passenger reflects on a Passenger Manifest how would they not be worried about the passenger. I overheard the staff mentioning that we had to fill the flight and send hence they have sent someone else.
This is dangerous and I am questioning the security breach at this point. If they were serious about the statement they have made that they have accommodated someone else on my seat or my name WHO WAS IT??
I missed my flight, had to pay a new fare for another flight without any consideration of a refund.
But what worries me is what is the reliability of such airlines wherein they think as they are governed by Government bodies nobody can touch them or voice against them.

The staff challenged me to go and report a complaint, and they said they were not bothered as it doesn't affect them. It seems they are expert or habitual in giving deaf ears to their customers.
I know our private airline staff would never say this.

I demand my Refund very strongly.

This is bizzare. How can you allow someone to board the flight on someone else's name just to fill the seat. How no one checked who is the last passenger who took boarding pass and stil not boarded? Is it not your responsibility? How they dint even announce for it? Why everyone was moving away from their responsibiilty of their customer and was feeling ashamed to face me? Who is answerable? Who is responsible? I suspect that it was planned to use my seat and my money to accommodate your staff or someone on my name.
-Then where is your security?
-What about the hard earned money of common people getting duped this way?
-Welcome to the biggest Indian Aviation Scam.
-Is this the way you earn money by treating the customers in such a manner?
-This is not about the 5627 rupees only, it is about the trust and service one expects from you?

Tell me who is going to refund me my money?
I just cant tolerate injustice happened to me.

Regards,
Bhavati Pandya