Air India — boarding denied and mentally harassed inspite of flight being late

Address:

New Delhi, Delhi

I am indian female scientist working at bhabha atomic research centre, department of atomic energy, govt of india, mumbai. Me and my family had a flight of air india at 9 pm from delhi airport terminal 3 to mumbai on 26th may 2018. Flight number was ai191. Flight was booked by my husband mr vishal sharma.

We travelled all the way from mussoorie to delhi in car and reached delhi airport. We rushed and reached airindia counter at 8:15pm. The person sitting at desk was about to give us boarding pass but immediate another airindia person mr vijay gupta came and asked our name. When we told we are sharma and family he immediately asked the counter person to close the counter and said that we are late and counter gets closed 1 hr before departure of flight i. E at 8pm.

We came to know that flight was already late by an hr and now was supposed to fly at 10 pm.. That means the counter should have been opened till 9 pm.. Though flight was delayed no official announcement was made for this.. We argued on this point and requested to allow us to board the flight. Also we could see that status was showing that security checking goin on.

I also told that one of my son is not well and we have to reach mumbai urgently.

But mr vijay gupta was not ready to listen to anything and was very very rude. We requested continuously for about half an hr but were denied boarding. Mr vijay gupta was giving us all illogical reasons for denying boarding. He shouted at me infront of all passengers.. Misbehaved and used foul language.

Also he was not allowing us to talk to other senior air india staff and was interfering and shouting. When we argued he called cisf personnel. Cisf personnel came saw my govt id card and himself requested mr vijay gupta and others to reconsider the decision and allow us boarding. But no one agreed.

Then we went to airindia office at airport and requested to talk to manager. No one gave us proper information. We stood there for almost half an hr. Then someone told us to go to counter g and talk to mr rathee or mr pramod. We again went to counter g. No manager was there. Then we were sent to counter f. There i met mr ajay and mr pramod and told my ordeal. I requested if alternate arrangements can be made to travel to mumbai. They all straight away denied and said all flights are full and we cannot make any adjustment. We checked online and saw there were seats available in few flights next day. When we told this we were sent again to air india office.

I was continously roaming here and there at airport talking to managers, air india staff for about 3 hours with my two small kids. I was mentally harrassed for 3 hrs by air india people. I didnt get any help from air india staff. Finally as my kids were not well i left the airport at about 11:30pm.

I request you to kindly give me full refund of the ticket and register my mental harassment complain agains mr vijay gupta who denied us boarding inspite of flight being delayed and shouted used foul language infront of many people. I am so dissappointed with airindia staff behaviour and need apology. This was my family's worst experience.

We had to book another ticket to mumbai by indigo (6e 191 booking id nf[protected]) which costed us around rs 34993/-. This was the cheapest available flight in next three days.

I would like to have answer for following questions
1. Why mr vijay gupta was so rude and was pressurising counter person to deny us boarding inspite of flight being delayed by an hour?
2. Why was he not allowing us to talk to any senior air india person?
3. Why the delay in air india flight not anounced officially?
4. Why our name was not anounced before closing the counter?
5. Why didnt air india arrange another flight for us or did any adjusstment to help us?
6. Why were we not allowed to meet the highest authority of airindia aitting at airport?

All the required details are as follows:

Air india flight no: ai 191 (Delhi to mumbai)
Date of departure:[protected]
Actual time of departure: 9 pm (But delayed by one hr)
Booked from: makemytrip
Booking id: nf[protected]
Passengers name :
1. Vishal sharma
2. Sonal sharma
3. Vahin sharma
4. Sharun sharma
Person against whom complaint is made: mr vijay gupta (Air india ground staff), mr pramod (Manager)

Amount claimed :
Rs 15, 720 (Charges of ai 191 for four memebers)
+ rs 34, 993 (Booking charges for another flight on 29th)
+ rs 15000 (Additional charges for staying in delhi for three days)

Total: rs 65, 713/-

For reference both booked tickets (Delhi to mumbai on 26th and 29th) copy are attached herewith.

There cannot be any charge for the mental harassment which me and my family had suffered. Me and my had had to extend our office leaves.

I hope airindia will take strict actions against the culprits and help us in getting the refund claimed. I hope such incident is not repeated by any airindia staff with anyone.