Air India — bassinet seat booking issue!

Flying from sydney to dharamshala
Pnr: ymr1g
19th april-28th june (3 people including infant)

I recently booked flight tickets via air india, when i called the service line to book seats because i am traveling with an infant one would presume that you will definitely be provided with bassinet seats. You cannot expect the parents to fly from sydney to delhi 13 hours, without a bassinet seat.

I was astounded and appalled, to say the least, that when i spoke to the representative & team manager (Tm) there was no duty of care, they simply said there are no seats available while going and coming back.

The purpose of booking these seats so much in advance was to just to make sure that bassinets seats are available, how on earth is it possible that these seats are all booked???, why did the airlines accept the money if there are no seats available???. If i had to book the same tickets with other airlines they would offer these seats as a duty of care, an infant cannot travel in a seat or the parents cannot hold the infant for 13 hours, its a given, provided the customer books it late and the seats are not available but the airlines will inform you which is understandable.

We talk about "incredible india" and this airlines represents india as it says “indian airlines" the response from the tm was and the staff was shocking, she simply said please lodge a complaint, no wonder this airline is on the verge of being sold out. An issue which could have been easily resolved, these people did not show any empathy whatsoever, refused to understand the situation, i am sure they lied to me that there are no bassinets seats available, i have come across airport managers who try to advocate for the airlines and here we are, what a contradiction.

I hope when someone reads this email looks into this further and rather than flicking this request here and there takes ownership and resolves it for me with a positive reply.

Waiting in anticipation!
Regards
Rohan manhas