Air India — Customer service agents are not having knowledge

I booked the ticket using airindia website and air india call center changed the flight and once they booked with wrong dates in connecting flights. It took around 10days with multiple calls/emails/twitter tweeks for them to fix it. I reached out to them for adding an infant call center guy said infant can be added at airport counter, I went to airport twice and they said they dont have option to give ticket and asked me to reach out to reservations.[protected]@airindia.in, I sent email from two days no response from them and in twitter support again saying that I booked the ticket via agent. AirIndia software sucks, worse customer service without having knowledge of flights/timings and wasting customers time.

My travel is approaching and not sure who can help on this regard. May be they are thinking they are doing free service to people based on the behavior of the agent in airport I feel like that as he is not ready to talk only.