I may inform you that I had booked the tickets from your official website to travel from Delhi to Mumbai on 07.06.2022 and a return ticket from Mumbai to Delhi on 12.06.2022. Both the tickets were issued to me on your website itself and sent to me on my email as well as my father’s email. Subsequently, due to some change in my schedule at Bombay, I had to get my return ticket from Mumbai to Delhi changed and paid both – the date change charges as well as the difference in the fare. The PNR remained unchanged as I had paid the date change charges on the same ticket which was issued to me for 12.06.2022. My PNR was ‘RM5XY4’ and my Delhi to Mumbai ticket for[protected] remained unchanged. A copy of the tickets issued to me by Air India is enclosed as Enclosure A.
It is pertinent to mention here that the aforesaid tickets were booked in my name, that is to say, under the name of Ms. VatsalaSingh and I had paid the total amount for the aforesaid tickets which were booked from your official website. But to my utter shock and dismay, when I reached the Indira Gandhi International Airport, Delhi (Terminal 3) on the morning of 07.06.2022 at about 7:30 am for catching my flight booked with Air India from Delhi to Mumbai, I was informed at the check-in counter by the dealing executive that their system was not showing any ticket against my PNR from Delhi to Mumbai. I immediately showed her the tickets sent by Air India on my email but she refused to budge from her arrogant and rude stand that since the system was not showing a ticket against her PNR, she could not do anything. I showed her from the website as well that on putting my PNR, my tickets for both ways were clearly reflecting but she refused to acknowledge that as well, and very rudely and impolitely asked me to go to the ‘Reservations’ counter of Air India at the airport itself. I had no other option but to head to the said ‘Reservation’ counter. But there also, instead of getting any help, I was told very rudely and arrogantly that I may have purchased the ticket, but since it was not showing on the system, I cannot board the said flight. I was in tears and requested the executive to accomodate me on another Air India flight apart from this one. On this, I got an extremely rude reply that the earliest flight which can be given to me was at 8pm, and nothing could be done before that. I must inform you that in my entire life, even though I am a very frequent traveller, I have never ever been confronted with such rude and rough behaviour despite having a valid ticket and making all payments by a credit card while purchasing these tickets. I am enclosing for your kind perusal all the relevant documents (Enclosure B) which would show the fact that despite being a bonafide purchaser of valid tickets, I was deliberately and maliciously stopped from boarding the plane on 07.06.2022 by the dealing staff of Air India (AI 865) in the most uncivilised and illegal manner.
I may also bring to your notice that after receiving the aforesaid treatment from the Air India staff, I was left with no other option but to purchase a new ticket from Air Vistara, (Enclosure C) which cost me an additional sum of Rs. 8000 plus and it was only subsequent to that, that I was able to travel and attend a very serious meeting in Mumbai which otherwise I would have surely missed thereby affecting my career for no fault of mine. I am enclosing my ticket as well as boarding pass for your kind perusal which would show not only the additional sum that I had to incur but also the mental and physical harassment that I had to face by running from pillar to post to get my validly purchased ticket from Air India accepted by them, but I failed due to their unfriendly, arrogant and ill-mannered behaviour.
It is important to bring to your notice that a perusal of the contents raised in the aforesaid paragraphs would clearly reflect to you the pathetic and uncivilisedbehaviour of your staff at the Indira Gandhi International Airport, Delhi (Terminal 3) in dealing with a passenger who had not only purchased valid tickets for her travel but had also been sent these tickets on her email as well as her father’s email by Air India itself since these tickets were booked on the official Air India website. Therefore, I would request you to take this complaint very seriously and initiate appropriate actions against all those persons who are responsible for meting such horrendous treatment to me for no fault of mine. The video recordings at the airport would show my plight on that dreadful day, that is 07.06.2022. I am sure that not only will you take legal and appropriate action, but would also ensure that such behaviour and arrogance is not meted out to any other passenger in the future.
In the aforesaid facts and circumstances, I also call upon you to refund my entire amount for the said flight along with an apology letter and assurance that such a thing will never occur in the future. The compensation would also include the amount of Rs. 8, 000 plus incurred by me in buying a fresh ticket from Vistara Airlines for travelling from Delhi to Mumbai on 07.06.2022 despite having a valid ticket for Air India flight AI 865 scheduled to fly at 10 am from Delhi to Mumbai on the same day.I also call upon you to compensate me appropriately for being treated in such an inhuman, uncivilised and arrogant manner failing whichI will be constrained to take legal (both civil and criminal) action against Air India as well as the concerned staff in accordance with law.
Kindly treat this complaint as most urgent and after taking appropriate action and instructing for refund of my entire amount along with adequate compensation, inform me of the action taken and instruction given with regard to what has been stated herein above.
Thanking you,
Vatsala Singh
(Aggrieved Passenger)
Air India customer support has been notified about the posted complaint.
