| Address: New Delhi, Delhi, 208016 |
| Website: www.airindia.in |
I wanted to travel with 2 pet cats. Since the Air India website lists that pets are allowed on cabin within specific conditions, I specifically sought to travel via Air India tickets from Lucknow to Hyderabad, via Delhi. It is shocking to note how poorly informed the customer care at Air India is!
Prior to booking, I called customer care to get a confirmation on the airline pet policy. It was sad to note that the lady at customer care had to be informed by me regarding the policy listed on the website. What was even worse was that she was giving me wrong information, until I directed her to the website information. Further, on inquiring, if I could make an online booking for my ticket; she informed me that I could purchase the tickets only at the airport. This would have been a major inconvenience for me. So, again I checked on an online chat with customer care. Again, after some series of wrong information, I was finally given the right information, and asked to check regarding crating requirements at respective airports. This time, I was informed that I could book my tickets online, which I did.
After much difficulty and being constantly transferred from one number to another, and discorteous behavior from customer service manager at Delhi airport; I was again given conflicting information. At Delhi airport, I was bluntly denied carrying the animals, stating cats were not allowed, and only dogs were permitted. When I pointed out that AI customer care and pet policy, as listed on the website permitted cats, I was told "Since you are not listening, get the animals and you will see!". Lucknow airport officials were slightly more courteous, however informed that the decision to carry the animals will be taken by the captain at the airport. So, "you need to be prepared for that".
Why is there so much conflicting misinformation? Nobody seems to be aware of the pet policy, and to further worsen the situation, they provide wrong information! Why is there a policy, if there is no consensus on it?! I would like some accurate and consistent information, along with some decent behavior from customer service personnel!
Air India customer support has been notified about the posted complaint.
Another thing - If i am calling on customer care - i am getting correct information, as I have recorded the call with representative who confirmed that flight got cancelled from airlines only. and this information was provided to me on my etket number, but if i ask the same on web chat customer helpdesk, they are saying that as per my ticket number it's showing that the passenger did not board.
I also would like to inform about air india services - no representative helped any passenger for providing information on how they should proceed for cancellation or transfer of their ticket. also Mr Varun - sitting on airline information desk - Delhi airport gate no 1, misbehaved with passenger which is unacceptable.
Also I tried to give feedback on their website, but it's keep n loading, website is also not working.