Air India — Charged addl rescheduling charges for the negligence of customer care executive

It's a horrific experience with Airindia. Never experienced anything like this with any other airlines like Emirates, Fly dubai, Oman Air, Indigo, Jet, etc. Return journey of 2 way ticket for my family (wife and kids) was made open during Sep'22 with a validity upto Aug'23 through their call center. During May'23, called customer care @+[protected] and rescheduled the return journey for 27th Jun (PNR:L3D2RK). Within 2 days, the PNR was cancelled without any communication. Called again and got another PNR TE5EVL. The worst thing was every time when we called, we were waiting for minutes on the call and every call was set to disconnect automatically at 31st minute and nobody bothered to call back. The 2nd PNR also appeared as invalid when we tried to add the trip in the airindia app. We called again and the same drama happened over 2-3 calls and a 3rd PNR - W5Z33S was provided, with a verbal confirmation that the ticket was confirmed and we didn't bother since the last PNR was appearing on the app with travel date as 27Jun. After this confirmation, I booked my ticket with PNR - 62QZAX. On 27 Jun, we reached airport and at the check-in counter, we were told that the travel date was changed to 29 Jun for the PNR W5Z33S and my family cannot travel with me after checking in my baggage (62QZAX). There was no one to represent Air India at the airport for first few mins and then came Mr Sanoj who was never bothered about customer and told that flight was overbooked (171 vs 170 seats) and he can't do anything. No representative or booking office or higher officials were available at the airport to asdress or reaolve this. Again, spoke to irresponsible customer care executive, who kept telling the facts which we already knew and not bothered about the mistakes made by them which made my family to wait there. Finally, I was forced to pay additional 68K (to reschedule the tickets) FOR THE NEGLIGENCE AND MISTAKE OF AIR INDIA CALL CENTER EXECUTIVE, and I was told that an investigation will be initiated to check the call recording and an appropriate action will be taken! So far, I never received any call nor any mail! Need a full refund of 68K at the earliest, since it was paid for the NEGLIGENCE & mistake of Air India customer care executives!
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