Air India Complaints & Reviews

I travelled by AIR INDIA flight No. AI 349, (Seat No D27) on 30th August 2016 from Shanghai and arriving at New Delhi on 31st August.

During the flight the Air hostess asked me for meals choice . I asked for Veg. meal.
The meal was marked Veg. I had eaten a few spoon of Rice with green peas. I put a spoon full of the served vegetable in my mouth . I vomitted back in the tray realising that it is not vegetable.

I called the Air hostess and asked what is this.

Her reply was 'sorry sir . This is non veg. meal but marked as Veg meal. Today quite a few Non Veg Meals have been marked as Veg Meal'.
I refused her offer of another meal after having vomitted twice.
I am total Vegetarian and was in state of shock of what I have eaten.
During the whole flight I was very upset. I did not eat anything.

How irresponsible is the Staff of AIR India and the Catrer.
Will this happen in Europe or USA.
Whose fault is this .
The staff was aware of the mistake in Lavel marking even then they did not make any effort to check the meals.
Non of the senior members of crew bothered to give any explaination.

While geting off the plane I asked one member of staff that I want to make a complaint. I was directed to a Sikh Officer. I did not ask his name.
I explained the whole incident to him and also told him that I want to make a complaint about the served meal.
He told me that he has noted my complaint and he will take action.
I asked him how I will know that you have taken action against the erring staff and the Caterer .
He scribled my name and mail ID on a piece of paper and assured me that action will be taken . Copy of action taken will be sent to me.

It is about 3 weeks now . I have not heard from AIR INDIA and the officer whether he has forwarded my complaint and what action is being taken.

SK BHALLA

My parents boarded AirIndia from Hyderabad to Jabalpur on 13th Sep'16. After collecting their luggage they found that the wheel of their bag was completely damaged. Please share who is responsible for this damage. The entire bag is of no use.

Details
E-Ticket No: 098 [protected]
098 [protected]

Passenger Name: Arun Nayak and Amita Nayak.
Worth of Damage:INR 2, 500

My Contact...

I have been a member of flying returns for 10+ years but never had the online account.

Now I need the online account to book and redeem. It's a simple matter of getting ID and password but their website doesn't help (it cannot enable existing accounts, only for brand new account).

When called the center in May, they asked me to send a mail to flying-returns.[protected]@iclployalty.com with id/address proof. I did so...

Dear Sir/ Madam,

I had booked a parcel containing 2 bags vide AWB No.[protected] Dated 25/08/16 from Mumbai to Imphal . However only one bag reached the destination when my brother went to collect the same and he had been informed that one bag got misplaced and could not be located. After continuous persuasion and contacting your staff ( Ms. Radha) at Mumbai Airport the airlines located the bag and handed Over to my brother on 12/09/16.
Upon opening the bag it was noticed that valuable dress materials meant for marriage ceremony were missing from the bag. Due to which I had to suffer a heavy loss and this ruined my sister's wedding celebration too.
We therefore request you to initiate appropriate action on those people who are responsible for this act and compensate me for my loss and mental agony and loss of dignity.
Airway bill copy is attached herewith for your kind information.

Hi, This is Yogesh with flight PNR HLE7M Air India for Bengaluru to Mumbai on 13th Sept 8:35AM. Due to the imposed curfew in VijayNagar, Rajaji Nagar and few other parts of Bengaluru i am unable to travel to airport. I stay in magadi road Vijay nagar which is very sensitive area. Taxis and buses are not operational so i cannot travel. I called up Air India customer care on 12th Sept 23:00 and again in the morning 7AM 13th sept asking for update. I was told that told that flights are operational and passengers can come at their own risk. This is completely irresponsible behaviour from AirIndia. I asked for cancellation and rebooking of flihht for later date/time but i got a standard response- standard cancellation /no show policy applies and there is no refund. How can one travel when there is curfew imposed by government? I need full reimbursement of my ticket charges. Please help.

Thanks,
Yogesh

Sub: Non receipt of Baggage
Dear Sir/Madam
I am a frequent flyer of Air India and have traveled from Sharjah(UAE) to Trivandrum on 09th Sept 2016 at 12.05 AM by Air India flight No.AI 968 and reached at Trivandrum at right time of 05.55 AM.As usual, passengers including me were waited for more than 1 hr and till the last over sized baggage comes. Then surprisingly some baggage handling staff (Sats) informed that some of the baggage offloaded at Sharjah International Airport. But they couldn’t give any proper reason for the same. They assured that the baggage will get on the next day by the same flight. As per baggage handling authority’s procedure, they have filled some forms and taken signature also for the non receipt of the baggage. They have assured that they will update the status of the baggage and provide a telephone number to contact them in this regard. But on the next day neither they have informed nor answered my calls for the updated status of my baggage. At last by 4 PM I went directly to baggage authority’s office at Trivandrum airport. But they said that they are helpless in this regard and to wait still the baggage comes from Sharjah. Because as per them they don’t have any authority to ask the reason for the keeping of the baggage at the Sharjah Airport and are forced to do what Air India authority wants to do. But they again assured that will get the baggage tomorrow (11.09.2016).But still now no updated information from their side.
The said baggage of mine contains some necessities and gifts for the festival of the Bakrid (Eid) which will celebrate on tomorrow 12.09.16.
Apart from all this the same baggage may be kept on the hottest climate of Sharjah Airport and the items kept in the carton pack may get damage also. Then,
i) Who will take responsibility for the loss due to the damage of the items?
ii) Who will take the responsibility for the tension suffered by whole family including my kids?
iii) Who will take the responsibility for the spoilage of my limited days of vacation?
Moreover still now nobody can give clarity when I can get the baggage. I am really upset, hopeless and lost my spirit of the short holidays also.

Dear sir,

I would like to inform you that i have booked (Online as a guest) two nos. Air ticket from chennai to kolkata travel date 06.08.16 vide pnr ref no. Ynxj9 (Ticket ref no.098-[protected] and 098-[protected]) with mentioning that wheel chair required. But air india authority of chennai airport not allowed my guest to board the flight due to non availability of fit –to-fly certificate for which neither we have any idea nor i have been informed while booking of ticket with choosing wheel chair facility option at the time of booking the ticket. The airport authority of air india at chennai mark in our ticket for 100% refund. My parents got harassed and finally they travelled by indigo airline by on spot booking of ticket and we were surprised that they had provided us wheel chair happily without asking any fit to fly certificate.

Thereafter, i had talked to call centre for processing of refund and then he informed me that my pnr has been already updated by chennai airport authority and i have to send a mail to e-commerce along with scan copy of ticket marked as 100% refund and accordingly i have send the mail to ecommerce dated 07.08.16.

After a long follow up with call centre and ecommerce i have got the refund of rs.1, 218 /- only against my total claim of rs.10, 120 (I. E. 100% of ticket).

I had talked to call centre and give mail to e-commerce but not getting any positive response for not giving me 100% refund of my ticket.

I hereby enclosed the unused ticket with marked as 100% refund by airport authority for you perusal and request you advice us how to settle my claim of 100% refund along with compensation for mental and physical harassment and for delay of payment.

Boarding pass of the journey performed by indigo airlines due to harassment caused by air india is attached herewith for your kind reference.

Regard

Gp saha

Cont. No.[protected]

RS/001/IA 18 Feb 16

To,

The Director General Civil Aviation
(for Manager Ticketing Division/ Commercial Operations)
(E-mail : del.[protected]@airindia.in)
New Delhi

The General Manager
(Air Tickets Cancellation/ Refund Division)
(E-mail : [protected]@gmail.[protected]@airindia.in)
Air India, Port Blair

REFUND OF AIR FARE ON CANCELLATION OF AIR TICKETS FOR JOURNEY
FROM MUMBAI TO JAMNAGAR AIR INDIA FLIGHT AI 647 ON 08 DEC 15

1. I, Assistant Commandant Rahul Sharma (1036-D), Identity Card No. 002304 a permanent incumbent of Indian Coast Guard an armed force o[censored]nion of India under Ministry of Defence and presently appointed at ICG Station Okha, District Devbhumi Dwarka (Gujarat) humbly submit the following for your consideration :-

(a) I was to attend a seminar at Port Blair on 4-5 Dec 15, accordingly due to short notice for movement and my office located at an extreme corner western coastal line of India a remote location, I booked my Air India Flight tickets for journey from Jamnagar to Port Blair and back as per the notified scheduled of AI flights to ibid destination as follows :-

(i) For journey from Jamnagar to Port Blair through Nita Overseas Travel Agency Jamnagar for the scheduled flights from Jamnagar to Mumbai/ Mumbai to Chennai & Chennai to Port Blair on 01/02 Dec 15.

(ii) For journey from Port Blair to Jamnagar through Andaman Jyoti Tours & Travels, Port Blair for the scheduled flights from Port Blair to Chennai/ Chennai to Mumbai & Mumbai to Jamnagar on 07/08 Dec 15.

(b) As per the planned movement I boarded AI flight AI 648 from Jamnagar and reached Mumbai at 1530 hrs on 01 Dec 15, thereafter for Chennai I boarded Air India Flight AI 094 at 1730 hrs on 01 Dec 15, however, the said aircraft was not permitted to land at Chennai Air Port view flooding/ water logging at Chennai Air Port due to Heavy rains on 01/02 Dec 15. AI Flight 094 return back to Mumbai Air Port on 02 Dec 15 at 0430 hrs after technical halt at Hydrabad, seminar was also cancelled for the same reasons as all CG Officers from main land got struck at many places.

Contd..2
2
(c) After final decision by the Air India authorities for cancellation of all flights to Chennai and cancellation of seminar, requisite orders for cancellation of Air Tickets for remaining part of journey with full fare refund was obtained from Air India Office at Mumbai on 02 Dec 15. On production of these cancellation orders amount of refund has been received for all schedule of flight journey ‘except for schedule movement from Mumbai to Jamnagar Ticket Number[protected] for AI flight AI 647’ (copy of cancellation order for the said schedule of movement is enclosed herewith) for ready reference.

(d) Since the movement was on an official tour, thus, the amount drawn as TA advance in question has already been deposited to the Government by me within the specified time frame through MRO including amount of the non-refunded Air Ticket for schedule movement from Mumbai to Jamnagar Ticket Number[protected] for AI flight AI 647’ (copy enclosed) to avoid recovery with penal interest.

2. It is pertinent to mention here with concern that despite repeated requests by the Andaman Jyoti Tours & Travels, Port Blair for refund of an amount of Rs. 10, 256.95 towards the cost of Air Ticket for schedule movement from Mumbai to Jamnagar Ticket Number[protected] for AI flight AI 647’, it is evident that the amount has not been refunded/ credited into the account of Andaman Jyoti Tours & Travels, Port Blair so far.

3. In view of the above foregoing, I humbly request your good office to kindly review / pursue my case at appropriate level and initiate necessary action for refund of Rs. 10, 256.95 cost of Air Ticket on account of cancellation for schedule movement from Mumbai to Jamnagar by Air India flight AI 647 owing to natural calamity Air Ticket Number[protected].

4. Thanking you in anticipation.

Yours faithfully,

Sd/xxx
(Rahul Sharma)
Asst Comdt
Indian Coast Guard

Enclosure: As above

Copy to :-

Andaman Jyoti Tours & Travels
(E-mail : [protected]@travelinformail.com)
Port Blair

This is bring in your notice that i have been cheated by Air India, and i have already lost my hardened money Rs 23, 842. I have booked a flight from New Delhi to Jamnagar (PNR:YSL2Q) which got delayed due to Air India technical fault, Air india refused to provide any other flights for the same day which has impacted my whole journry along with penalties to be paid to IRCTC and hotel booking related to this journey. Air India refunded amount for flight New delhi to Jamnagar (PNR:YSL2Q) on which a Convienince fee of Rs 1470 has been charged to me. And now Air India is asking for the cancellation charges which is approx Rs 16, 000 for my return flight to New Delhi (PNR:YTB2S). Due to the fault of Air India the flight got delayed and they didn't support their customer on providing any other flight for the same journey and simply asked to go for cancellation and they committed before cancellation that they will refund the complete 100% amount for the bookings made, so now why Air India is asking for cancellation charges for the return fligh and how come Air India expect that if a person is not going to destination will use the return flight back to home.
I request you to put some light on this cheating being done to me and help me in getting all the penalty amount along with 100% money back for my return journey (PNR:YTB2S)

Regards
Deepankar Bagga
+91-[protected]

Air india flight no.111 from delhi landed at lhr at 7:35 pm on 06/09/2016. My mother, mahabuba mohamed, old lady with sickness was not provided wheelchair for nearly an hour, forced to sit inside the aircraft chair. She is having bone pains due to her myeloma, which got aggravated due to air india's inefficient handling and actions for which we need to be compensated.

Air india being our national carrier and there was a discount that if you book in january, you get discount so many students through social media passed the message around and many booked the flight ai 155 goa to delhi and delhi to moscow. The student travel together as they avail of discount bus fare for engaging a bus to travel onward from moscow airport to tver medical university.
Due to operational reason (They said in the mail to me) the flight got delayed by two hours and when my daughter reached delhi airport she was stranded with no help whatsoever from the ground staff of air india. As it was the fault of the airline they should have deputed ground staff to assist my daughter with assisting her in reaching her destination and out of courtesy should have made a call to her parents informing of the situation. To make matters worse the assistance numbers provided in the website are not even reachable and that is annoying and unsatisfactory and it needs urgent readdressal.
Delhi being the most dangerous city for safety of women, my daughter was terrified. I was in goa frantically trying to call the toll free number [protected] of air india which as usual never works so i went to the net and got the duty manager number [protected] which when dialed said that the phone was switched off. Several attempts were made to call but to no avail. I was worried for my daughter and spent sleepless night
. I called today and the toll free number operator took all my details of the pnr number jkrr6 and just slammed the phone on me. This is the plight of the national carrier and believe me nothing will come out of this even if an inquiry is held as the staff here only collect a fat salary and probably have a strong union or political godfathers to defend them.
I am a self employed business man from the hospitality industry and we can make or break the reputation of the air companies in our line of business.
With an attitude like the one mentioned herein do you think any concerned parent would want their children to fly air india???
Poor modiji is trying his level best to project our national carrier but these wicked staff are eating into his brave idea by their irresponsibility.

August 26-27
Flight number - ai 317
Delhi international airport.

Kindly note, i missed connecting flight for mumbai due to the incompetence and nonchalant ehaviour of air india.
The previous flight ai 317 from hong kong to delhi was 1:30 - 2 hours late and landed around 11pm due to air traffic congestion and bad weather conditions.
This delay caused further delay in next flight from delhi to mumbai.
According to http://www.airindia.in/delhi.htm minimum connecting time for international to domestic flights is 1 hour and 15 minutes
In delhi not a single air india staff was present to guide to the next flight this caused a lot of confusion and consumed lot of time in inquiring to a first time
This was not all, their justification for this was that if only one passanger is left bahind then it's his mistake but what if he is is traveling for the first time. Without staffs guidence how would a new traveler will know where exactly to go and what is the procedure.in my case after missing the flight they told me to collect the check in baggage.
Me along with ine more person from chennai had missed this flight main reason mismanagement.
Finally one of straff from desk admitted that no one was available in the night from the transfer staff to help.
After all the argument and discussion we had to purchase new ticket which was worst. Imagine if one is not having money with him how difficult it would be to arrange.
Whatever may be the reason such behaviour towards customers can not be tolerated.
A refund along with apology to all the customers would be appreciated.
Attaching boarding pass of the flight, ticket and new ticket for missed flight.

Hi

I am a resident of New York and took an Air India flight from New Delhi to New York on 1st Nov 2015. I spoke to one of the members of Air India who advised me that I can redeem the miles any time that I want to.

As I have plans to travel to India in next few weeks, I thought of claiming my miles. I called up the customer care and was shocked to listen a completely aberrant covenant from your policy which states that one cannot claim miles for a travel made more than six months back in time, which is not what I was told.

Taking it a bit off the lines, I had a pathetically bad experience with Air India while travelling. My LED screen was not working, and when I asked the crew to change my seat, they did not change it. Leave changing it only, they were totally rude despite them being at fault. They simply said we cannot do anything, but not in an apologetic way - it was thrown to me in the most blunt form.

I wrote a detailed 3-page note and handed it over to the head crew member and asked to ensure that it is escalated to the management and I need a response. She confirmed that she would definitely be taking it up to the concerned team, and that I would surely be getting a response to my complaint in next few days. It has been 10 months now and there has been no response. I clearly wrote in the note that Air India gives me the right to take a legal action in the Federal Court if I don't receive a response in a reasonable time, and I don't think 10 months comes anywhere even close to a 'reasonable' period.

My question is that when you have a policy of six months to redeem the benefits the customer accrues, and you do not accept any tolerances there, where is your service level agreement gone when it comes to responding to a customer who even said that he would take a legal action if he does not receive an apt reply from the management. It shows that Air India does not even honor the legalities that could be taken to the US courts.

I forgot those incidences, but it seems that the airline is not worth being spared in any sense. I thought of taking a direct legal action out here in the US by filing a strict suit, but thought to raise this first to the management of Air India to see what their reaction is and whether they now take it seriously.

I would wait for a few days to get a response to my complain I made on my date of travel, following which I would take a strict legal action.

Hope that you would consider this and get back to me as soon as possible. My phone number is +[protected] and you can call me to discuss on this.

Regards
Arpit Narain

Sir,

I am writing this to trace my missing baggage.
I'm Gajapathy ArunNehru migrated to india in your Air india flight ..
And here is my flight details:
Gajapathy ArunNehru
Economy class

From:kulalampur KUL
To :chennai MAA
Flight NO: IX 0621
CLASS :Y
DATE : 21 august

*while boarding from malayasia (KUL) I loged and tagged for 5 baggages..
*after reaching chennai airport i received only 4 of my baggages. And i came to know that one of my bag went missing ..

*after knowing that i reported to customs and air india passengers enquiry desk at once and filed a complaint
* At enquiry desk they aint given me a proper response
*They said that they were tracing my baggage details..
*its been ulmost a week now i dint know the status of ny baggage ...

This is for your kind information, if i dint get any proper response for my missing luggge ., i will be filling a complaint against your AIR INDIA service in my local police station and i will take legal actions .


-sincerely
ArunNehruGajapathy

Dear customer services

We were booked on to flight ai115 with air india which was supposed to leave at 5.25am on the 20th august. there were three passengers booked together, rumina javed, caitlin morgan and asiya khanom. our ticket numbers were[protected],[protected] and[protected].
Our booking was made in london via a travel agents and in india we were touring so did not always have access to wi-fi or phone signal.
As stated previously we were doing a tour of india and the night before the flight we were in jaipur. we had left with plenty of time in case of traffic and we arrived at the airport at 12.00am. when we showed our tickets to the guard at the airport entrance, he said we were too early and refused to let us in. we explained that we had just driven down from jaipur and also caitlin was ill, he then let us in. upon entering the airport, we checked for our flight information to see if any information was up yet on the screen stating flight ai115 leaves at 5.25am and to proceed to row g.
We thought that we would attempt to check in early as one of our travel companions – caitlin morgan was severely ill, was throwing up all night and needed to be resting.
We joined the queue and caitlin had to leave the queue to be sick. this was quite distressing for her and also for us as her friends. we desperately wanted to get inside and find a place for her to rest until our flight as we theoretically had 5 hours at this point until our flight.
We handed the check in staff our e-tickets and our passports. he started scanning and organising the boarding passes. we had a small discussion about the luggage at this stage. we wanted all the luggage to be grouped together under one name – rumina javed. the check in staff at this point was being distracted by his friend who came over to release him for his break. they had a light hearted discussion and the check in staff continued to print off our passes, he also discarded and ripped up some other boarding passes which we assumed were a mistake. once the boarding passes were printed, he passed them over to us. there was no mention that our flight number and time had changed or what time our flight was. the e-ticket we handed in quoted flight number ai115.
We checked our names and slotted each of the passes into the matching passport. we did not spot that the flight numbers were not matching at this point. there was no reason to be feeling cautious or anything at this stage as there hadn’t been any mention of cancellations or changes. also the flight was still showing on the departures screen and didn’t say that there were any issues e. g. delays or cancelations.
Caitlin was still feeling very weak at this stage and the security queues were quite long. so we focussed on getting through the security process and finding a place for her to rest.
After an hour of going through security when it was approximately just over 3 hours before the ai115 (5.25am) flight, we started to look for gate information and checking the boarding pass. we realised at this point that the boarding pass did not match the flight we were supposed to be on. we automatically assumed we were given these boarding pass in error so we gathered all the boarding passes together and went to find staff who could help us. at the point, the flight information was still showing on the departures screen and it did not say ‘cancelled’ or anything to alert us to the fact that the flight was not active. we assumed that the check in staff had made an error because we were so early to the airport.
Around 2.30am, we went to the information desk and they told us that the flight ai115 that we were supposed to be on was cancelled. they then said to go to gate 11 to find air india staff. we went over there but didn’t find anyone there, then someone guided us to gate 18 where we found some staff. they told us that the flight that we were booked on had left. we were very confused. they told us that we were being negligent in missing the flight. we explained to them that we did not know we were supposed to be on the earlier flight. we showed them the tickets that said we were supposed to be on the 5.25 ai115 flight and they told us that the flight had been cancelled a few days ago. we showed them that it was still up on the screens and they said that this was the airport managements fault as air india had notified the airport that the flight was no longer active.
We explained that we were not told that we were supposed to be on the earlier flight and the staff told us that it was the duty of the check in staff to fully explain that the flight had been cancelled and we were put on the earlier flight. we had not been told any of this information or told when the new flight even departs. the staff at air india at this stage were very sympathetic to our case and could see that we were completely unaware of the fact that our flight times had been altered.
We were assigned a staff member to take us through security and immigration as we had to exit the secure area. they kept reassuring us that we could get the next flight as they could see that caitlin was very unwell, which was a 9:00 am ba and that we would be able to wait in a lounge.
During the whole time we were trying to get through security and immigration, we kept pointing out to the staff that the cancelled a115was still showing on the screen and it still did not say cancelled. they accepted that this would cause confusion and again blamed the airport management for the error. they said that air india had let the airport know a few days ago. other airlines however, had flights that were cancelled or delayed that showed up on the screen accurately.
When we got back to the check in desk where the night manager was, the staff that were assigned to us explained what had happened. the night manager immediately blamed us for missing our flight and refused to listen to us. we tried to explain that we were not told that the flight had been changed / cancelled. at this point he accused us of lying. there was no sympathy for our plight. he was talking over us and being extremely rude. he was talking about us in hindi without realising that we understood him. this was the worst experience of customer service we had faced in our lives.
The night manager insisted that we knew that the flight had been changed and we missed the flight on purpose or that we had been sleeping. we told them we had not been notified of the changes in the flight, once again the manager insisted that the company had contacted us and that we were lying. when we tried telling him that the check in staff did not tell us clearly what flight we were on, he said that was impossible. once again implying that we were lying.
The manager walked off and we carried on talking to other staff. these staff then claimed that we weren’t told of the flight cancellation because we didn’t have a local number. staff were generally being contradictory with what they were saying and one also said that we were booked on to the ai161 all along. we had to produce our original tickets as proof to show that we were supposed to be on the ai115 flight.
A senior staff member came to speak to us, her name was hansini. she listened to us briefly before cutting us off and said, ‘because of you the flight was delayed, because you were sleeping’. we told her we were not sleeping but she kept saying we were all sleeping and they had made announcements and we hadn’t heard the announcements because of this and so she could do nothing for us because we had missed the flight from negligence and due care. she said to caitlin, ‘look at your eyes, you were definitely sleeping’. caitlin as we have previously stated, was extremely unwell and that would have showed in her eyes. she was resting but she was not sleeping as she was still vomiting frequently at this point. hansili was extremely accusatory. she had no manners at all and literally pointed her fingers at us. she walked away when caitlin was speaking to her, caitlin then had to run after her so she could finish what she was saying. this kind of behaviour is expected from a cowboy outfit perhaps or a new start-up company or a cheap budget company. not india’s leading national carrier. she stated that because o[censored]s the flight had delayed by 10 minutes. we had heard earlier that it was 5 minutes. later on we heard someone saying 20 minutes. this seemed like a classic example of how air india was all about the creative use of truth.
Some of the staff members claimed that there were multiple announcements made calling out our names at the airport. this was certainly not the case as we were walking around the shops and did not hear any announcements calling out our names.in addition to this, the airport itself is a silent airport, so it is unlikely that there would have been announcements.
Throughout this whole time of discussing what had happened, staff at air india did not once offer us a solution. they just wanted to blame us for it and refuse to take part in anything more. we were passed from staff to staff in varying departments. we heard contradictory information, lies and consistently terrible customer service.
We were eventually sent to the customer service desk to get tickets. we assumed at this point that they would be complimentary tickets, however, the staff at customer services said they could not provide complimentary tickets as we had missed the flight as a result of our own negligence.
The service that we were receiving from air india was appalling. it seemed as though they had not been trained in basic customer services and etiquette. we caught out so many of the staff with lying to us and speaking in hindi about us. while two o[censored]s had a basic grasp of hindi, the third person within our group could not speak any of the language and it would be extremely unprofessional to be having a discussion whereby you end up excluding your customer. they were caught out saying contradictory things also to us. a clear example of this sort of practice was from neeta kohli who said she could prove that air india had contacted rumina javed about the flight being changed. she confidently boasted that she would get a printout should we require it and it was right in front of her that we had been contacted. she did not produce the said printout and later on when her senior colleague was going through our records we could hear a discussion taking place about how we were not contacted at all. neeta kohli was then called over and questioned.
This sort o[censored]nprofessional behaviour was spotted time and time again from managers and service staff again and again. the majority of the staff members we came across showed no empathy or compassion. they approached us their mind clearly made up. they would not even want to listen to our side of the events that had led us to miss our flight.
We were made to wait around for an hour and half for the general manager. this was mr sharma. however, he appeared to have zero influence over proceedings. we thought perhaps he might offer us a solution that nobody at air india could even attempt to do. he was having to call up other people to explain our plight and then he called over another manager whose name we did not take down saw us and the first thing he said was ‘yes, yes. i have heard your story all morning. there is nothing to be done. crying here is no good. walking around here and there will be no good. we cannot help you’. we found this as an opening sentence from a manager to be outright appalling and quite bizarre. the tone he adopted was very accusatory, as though we had missed our flights on purpose and were trying to manipulate air india. it was very dismissive, yet again nobody was listening to our plight and made us feel very small.
Throughout our time we saw at least seven other people who were not notified that their flights were cancelled also. we saw they were given replacement flights for free. this was galling to see.
There was at no point any attempt at an apology from staff at air india’s catalogue of errors. instead their sole task was blaming us and pointing the fingers at us. we were amazed that the accusation seemed to be that we had purposefully missed our flight. it is completely illogical that we would choose to do this. with caitlin being so ill, we would’ve been glad to her that we were on an earlier flight and that we were getting home sooner.
We need to make this one point very clear. at no point during check in were we told when our flight was and that our previous flight had been cancelled. for this reason we assumed that everything was taking place as we had originally booked and as our ticket showed. the ai115 5.25am flight information was showing on the departures screen as normal throughout the time we waited at the airport. when we spotted the different boarding time, we assumed that the boarding passes were given to us in error.
We were left to arrange our own flights back, nobody from air india would help us with this. there were no discounts offered. no food or water offered for the 14 hours that we were at the airport. we had to borrow money from asiya’s brother back in london who stayed up all night to arrange a flight back for us as we could not do this with our phones and slow wi-fi network. also when we got a quote for flights initially we were quoted between 35, 000 and 40, 000 per person then we were told it would be 85, 000 rupeees at the counter. only these premium priced tickets were offered to us, nothing at the basic rate.
At the end when we were trying to leave the airport we had to speak to more air india staff. at this point, we met two members of staff (amrita singh and aneesh a.) who were the first decent staff members that we had come across. they were very sympathetic and tried to resolve the issue for us. however, they were told that in our records we were listed as people who has missed their gate and so would not be offered any more help from air india. they stated that they frequently received complaints about the morning staff and their refusal to help customers.
If this letter feels long, it is because we went through so much. we were at the airport for a total 14 hours. we met over 20 staff. we were walking back and forth multiple times.
We demand compensation from air india. we need to be compensated also for the time that we have spent on this matter. the 14 hours that we have spent at the airport. we need to be compensated also for emotional distress that was caused by the staff at air india. we will be sending this letter to the newspapers and the ombudsman services if we do not get our issue resolved. also we will be writing to the ceo of the company and anyone else that we can think of. we will not stop speaking out until air india resolves this case to our satisfaction.
We had to spend an additional £1800 on flights, hotel stay, cab transfers and food. also this has cost us an additional two days in time.
Yours sincerely


Rumina javed
[protected]

Dear sir,
I'm manoj kumar karki, commnadant in bsf. i was on official visit to magnolia.
2. on 21aug2016, i booked/checked in my luggage (one purple colour suitcase) at ulaanbataar (magnolia) upto new delhi in china airlines (ca 902).
3. on reaching delhi on 22aug 2016 by air india flight number ai 317, i found my luggage missing (luggage tag number ca290892.
4. i lodged a complaint air india at igi airport new delhi (pir file ref delai83025/22aug/1652gmt.
5. my luggage was containing all the essentials, service uniform, toiletries, shoes, momentoes received by minfolian border ploice, photographs, undergarments etc which costs more than one lakhs.
6. due to non receipt of my luggage, i'm finding great difficulty, facing severe inconvenience and hardship. because of this i had to purchase a lot of essentials and clothing, shoes etc which has not only caused inconvenience but also disrupted my budget.
7. you are requested to kindly look into the matter and get back my luggage at my address below and also compensate for the inconvenience caused and expenditure incurred on purchase of essentials as this has caused me extreme mental agony and inconvenience.
8. a line of confirmation will be highly appreciated.

Thanking you

Manoj kumar karki
Commnadant
62 bn bsf
Sfa qtr 16 bsf campus paloura
Jammu (j&k)
Pin 181124
Mob [protected]

We booked a connecting flights of singapore to chennai, chennai to delhi, delhi to doha via kiwi.com with booking # 1325135. From singapore, air india ground staff allowed us to board even though they are aware that we dont have transit visa. And we are forced to buy a return ticket from chennai to singapore from our own pocket. Isn't it your sole responsibility to bring us back to country of origin because it's your staff that allowed us to board from singapore to chennai. Waiting for your kind reply. Thanks

I was traveling in ai 088 on
7th aug 2016 along with my husband (ashwin karnik) and 2 of our check-in baggage
Were not received at bangalore. we filled the 'property irregularity
Report' (attaching the copy)
We were told that air india would contact us back next day and it'll be
Delivered at the earliest.
But the fact is that we ourselves had to call up air india customer care
([protected] / [protected]) at 11 am next day. we were informed that the
Baggage will be delivered within 4pm. we waited patiently till 5.30 pm, but
For no use.
Then after we have called up your customer care guys 6 times and they asked
Us to follow up with sindhu cargo services ([protected]) and its manager
([protected]). i had to call sindhu services couple of times. but the response
I get there each time is of no use. finally we got our baggage at 11.45 pm in the night of monday.
24 hours had already passed by then. we asked your call centre guys to escalate the case,
But they would just put the receiver down without answering.

We need a compensation for all the inconvenience that was caused
W. r. t our missing baggage, as some of our important stuffs were
Inaccessible during this time. also its not the passenger's responsibility
To follow up with your cargo services for delivery of missing baggage. one
More concern is about the wrong information given by your call centre
Folks. i hope you can understand our situation and take necessary action.
Even the email id given on the receipt was not working.

Complaint is raised at air india customer care site. no response from there.

The actual dep. of flight no AI-114 FROM Birmingham to Amritsar was 9.30 pm BST on[protected] &Arrival at Amritsar was 13.15 on[protected] but i am sorry to say that it was depart at 01.46 am [bst] on[protected] and arrived at Amritsar at 18.55 on[protected]. moreover your staff was saying flight arrived at 14.10 and gone we asked about our passengers they told we don't know then i contacted the customer care & they delivered the same information.none of your employee told us the real status of the flight and passangers. later on we contacted our passenger and they told us that flight-114 changed to AI 016 & it was depart from delhi at 17.55 and arrived at 18.55 now the question rise as under:-
1. flight delayed by six hours which affected the affected furthur official schedule of passanger.
2. flight no changed from AI-114 TO AI-016 without prior information to the passenger, due to which receiving person paniced and puzzled.
claim;- as per latest supreme court rulings the delayed penality for six hours to be paid to the passenger
ground staff may be penalized for not delivering the right information to the receiving person.

yours sincerely
Balwant Singh F/O the passenger Rupinder kaur
HOLDER OF E-Ticket no 098-[protected]

I have purchased ticket frm kochi to delhi and then to guahati on 04/06/2016 and my ticket no:098-[protected]. And a fare of 10681/- got deducted from my account. On the day of travelling, when i went for boarding pass, i came to know that my ticket got cancelled. My date of travellingg was 14 aug, till this date i didnt get any intimations regarding cancellation and i didnt get my refund