Kind attn: manager on duty
Sir,
I traveled along with my son s. Venkatesh, on 2.7.2017 from delhi to bangalore by ai 504. On landing at b. Lore, while l received my baggage from the conveyor belt, i was surprised on seeing the condition of my baggage bottom despite getting the 'fragile sticker' pasted on the box. Thus on the same day, i went for reporting at the concerned counter. But to my surprise nobody was there, rather luckily the indigo staff around them tried to help me by locating the air india staff, after about my 15-20 mts waiting. As otherwise, i got late and my people at outside were waiting for me as they were also not in a position to wait for a long time due to parking problem & so on.
A) later, after enough waiting in that room one official was brought by the indigo staff & to him i explained everything by showing the box. He took a photograph of the same thing and assured me that he will certainly do the needful subsequently, since he doesn't have time to attend to me as he has to go since it was time for the next flight to arrive. As i was also in a hurry, i gave him my contact number & informed him that i'm on a 10-15 days trip to deep south. He also said i can get it done on my return date at b'lore.
B) likewise, i returned on 16.7.17 by ai-501 flight from blr-del. Again i tried hard to approach the right person for the needful to be done w. R. To my box. At b. Lore airport i met in the cs counter, s/sh. Partheeban. J, chandrabose. G & also one hema shalini (A lady, who doesn't have the right approach towards passengers at all, which i feel is quite essential in her line of job, which was absolutely missing in her.) but since i was in the departure side, i was again restricted from getting the job done, as they said i'm to approach the arrival side at b. Lore. How funny.. I'm to catch my flight from departure side... Already i was getting late.. As i came from a long deep south india trip conducted by kstdc. One vital thing i need to be informed here, that all through my journey i found very difficult to carry my box to every place i. E., for about 10-15 days trip. Imagine, how tough it could have been for me over such long journey.
Finally, i am to say that i asked them to take the photograph of my box in the mobiles of mr. Partheeban & mr. Chandrabose. For reference it can be very well seen for taking appropriate action at least now, 'better late than never'.
In fact, i waited patiently for about complete two months, hoping that the needful will be done on its own at the higher level like. But unfortunately, i doubt the issue might not have reached at the higher level, i suppose. Further, the concerned registers can be checked & the details can be verified from the concerned officials too, so that you may be able to get a clear picture as how i was put into a great problem like, without getting any due assistance from the concerned staff.in fact, mr. Partheeban & chandra bose had given it in writing to me to address you people, incase if the issue is not resolved in time. So, now i'm bringing the issue to your kindself notice hoping to get a right solution, considering the name & fame of air india please.
Awaiting for due action at least this time.
Regards,
Meenakshi sriganesh
([protected])
Air India customer support has been notified about the posted complaint.
Nov 13, 2017
Updated by Meenakshi Sriganesh Expedite speedy action in this regard at least now on priority, as its otherwise delayed inordinately.
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