Air India — call centre and office providing misinformation and delaying in response

Address:

Jodhpur, Rajasthan, 342008

Hi air india customer service team,

I would like to launch an official complaint regarding quite a few things, all noted below for two pnrs - ydgr4 (Passenger - priyanka rathi) and hkxw6 (Prabhat rathi) :-

1. This is in regards to date change request for above pnr’s due to two hour delay in domestic flight on 23rd october from jodhpur to delhi and 24th october delhi to london. We had called from mobile number [protected] multiple times after receving notification from air india that our flight has been delayed more than 2 hours. We hence asked for a date change for both passengers while on toll free number with your customer service team. We called twice, second time to speak to a floor supervisor and for this request we were told there was no supervisor on the floor, and then the same professional told us he is on another call and then after pressing the issue our call was forwarded to ragav indra. First complaint is that you postponed our flight without giving us enough notice as you dropped us an email so close to the actual flight without a call or an sms, i think thats because you do not want the hassle of helping your customers in case they need any help. Second is that your representative lies to customers at their will. I dont understand why wouldnt you want to talk to your customers in need - perhaps you should think of closing your call centres.

2. My third complaint is that when we called third time to your toll free number still well in advance of the 12 hour deadline for date change your call centre professional said that we should go and speak with air india office in jodhpur ratanada as they will help us. As told we went their and met station manager and office manager vikas sharma who both gave us assurance that they will help us postpone our ticket but they delayed it until so late, later saying that the office is now closing. Again we called the call centre and they did not help and send this is now no show. You guys wasted 10 hours of our time making us go round in circles before making it too late for us to be able to get date change without no show penalty. Pathetic you are. Shame on you. If you didnt have my country’s name associated with your company name i would have given you so much abuse. You are a disgrace to this country and your customer. You suck at customer service. Vikas sharma spoke to us so rudely as well and so did his manager.

3. Flight delays - your flight our delayed so frequently. My in laws travelled from london to jodhpur on 3rd september and their flight from delhi to jodhpur on 4th september got delayed by 2 hours (Only 1 hour delay was communicated to us in the email). My wife travelled from london to jodhpur on 20th september and her flight from delhi to jodhpur on 21st september got delayed by 2 hours. I travelled from london to jodhpur on 1st october and my flight from delhi to jodhpur on 2nd october got delayed by 2 hours. This is unacceptable. You cannot do this at your will. I hope dgca you are taking note of this. I have all the emails of delays communicated to us.

The summary is that you made us so late by serving us so badly by giving mis information, lying about availability of your supervisor on floor and rudeness at your offices plus making us go in circles that our return flights from jodhpur to delhi on 23rd oct and delhi to london on 24th october went in vain. I will go back to london and raise this under section 75 with my credit card company.

Lastly - humble request to ‘[protected]@dgca’ please help customer like us to bring companies like air india to a rightful path.

Air india - we expect a call from you asap to resolve this otherwise we may go to consumer court.

No regards

Prabhat rathi & priyanka rathi.