Air India — denial to board and no show for ai 806 -11 august - pnr h0zce

Address:

Mumbai City, Maharashtra

Dear sir,

I am a student in singapore and while interning in mumbai, was diagnosed with infected pilonidal sinus, which required urgent surgery. Since my parents were in gurgaon (Where they had an appointment at max hospital for me), i booked a mumbai-delhi ticket on 9th august night for travel on 11th august 8.00 a. M. Even though the prices were high (Rs 8, 000- plus) and i had a confirmed booking for 20th by spice jet which would have to be cancelled.

I arrived at terminal 2 well before 7 a. M. And after some initial confusion as to which air india check in counter to join, was in the check-in queue before 7 a. M. This may be verified from cameras. Finding the queue to be unduly long and counters totally inadequate to handle the rush, i appealed to a supervisor ms raksha, who is the counter manager for air india domestic in mumbai. I requested her to help me check in - i told her i was uncomfortable due to my medical condition and had a doctors appointment. (I am happy to share with you my diagnosis, report of my subsequent surgery on 13th august at max hospital and any related details).

I was assured by ms raksha that there were other passengers on the 8 am flight also to be checked in she would facilitate my check in at new counters being opened. At about 7.10 - 7.15 am a new counter was opened and the supervisor asked me to proceed to the check-in desk. When i got there, i was asked to wait saying a 'group' check-in had to take place. This took the best part of about 10 mins while i waited patiently, continuing to be assured that i would not miss the flight.

Eventually, at about 7.20-7.25 am i placed my bag at the check-in, and while the agent was proceeding to check me in, ms raksha arrived again and said no more passengers could be taken and rudely removed my bag from the scale. I tried to reason with her and also again explained my medical condition/urgency, but she was totally apathetic and abrupt and told me i should cancel and take the later flight if i wanted. No amount of pleading or justification could make her change her mind. She even said " i don't care if you came in last night, but you have reached the counter too late'.

Finally with no other choice left i had to book the next ai flight and arrived in delhi. Because of the impending surgery and recovery, i am writing now to lodge my strong protest on the totally apathetic, rude and unprofessional attitude shown by your staff. Further i have lost the amount of the ticket cost - no refund has been processed and am told by makemytrip that i would receive a princely sum of rs 71- back.

I am writing to demand an explanation and a full refund. I am led to believe that ai must have over booked. Forget the inconvenience and agony i was to suffer, the least ai could have done is shown some empathy and changed my flight to the next one with minimal charge. Instead i was told to go to the ticketing counter, re-book and come back to board for the next flight. I look forward to a satisfactory and professional response (Including refund of ticket). I would otherwise have little choice but to vent my grievances in the social media.

Shiv uppal
[protected]@hotmail.com/[protected]@gmail.com