Air India — complaint about reservation j23vp

Address:

via tommaso da celano, 94, 00179

Hello all,

I'm witing you to make a big complaint about our trip with your airline company.
My round trip booking was j23vp from rome to singapore departure last 20th of december 2019 to january 1st 2020.

I've asked 3 times to your customer service and to my travel agency the baby basket for the whole itinerary and the service
Was confirmed all the times.
The first flight from rome to new delhi was in delay and nobody of you has advised us, fortunatly we received a call from our travel agency
Once we were at fco airport the lady at the desk double confirmed us the baby basket, but once we were on the aircraft the hostess told us that there was not basket for my one year baby available.
Once we took the 2nd flight from new delhi to singapore we discovered that there was again no possibility to have the baby basket on the flight, it seems it could not be fixed to the aircraft so we have spent 13 hours flying with the baby on out lap.

This is only the beginning of our howful experience with your company and your staff.

Also the flight back from singapore to new delhi was in delay (2 hours and more), but this time we do received an email from you.

We've asked if we were on time to catch the connection to rome and the staff confirmed.
Ufortunatly we arrived late in new delhi and we missed the flight back to italy.
We waited around 3 hours and more to have some infos about how we could reach italy but nobody helped us they only repeated us to sit and wait and wait and wait.
Air india staff was so rude, unprofessional and unefficient and they did not provide us with any tipy of assistance for us and for our 1 year old baby.
Only after 3 hours and half of waiting they gave us a new booking for the eevning. A fter our persistent requested they gave us a voucher, hereby attached, to have a dinner at the airport.
Once we reached the restaurant where we could wait for the next flight at 4.30 pm we showed this voucher for the meal to the restaurant manager and he told us to wait until 6.30 pm, then at 6.30 pm he said that service of the dinner starts at 8.30 pm (Our fight was at 8.40)
The manager only provided to a dish of pasta to our baby (She didn't eat at all) and half sandwich for me and my wife. Thats'it! At 19.00 we decided to leave the restaurant and eat in another place.

The whole treatment was really bad, the staff not able to provide with any type of kindneess to our basic needs.

We catch the flight from dheli to abu dhabi (Ix115), a terrible flight with your low cost company, also in this case no basket for the baby.
Once in abu dabhi we went to the check in desk to have the new boarding pass, and we descovered after almost 20 hours of infinite travel, that the the air india staff made wrong reservation for us. So we spent almost two hrs waiting for the final confirmation of our booking.
Fortunatly the ethiad staff worked hard to fix the umpteenth mistake you caused us.

The final conclusion is that we reached our final destination with more than 12 hours late, travelling with an infant.

We hope this is not the way you use to work and most of all the way to manage this kind of problem.
We hope we have been unluky facing with rude, unefficient and unprofessional person of the staff.

We now expect that somebody explains us why we received such a howfull treatment, we expect a complete refound and most of all we expect hat someone apologize with us since nobody already did.