Air India Express — bad experience

Website: www.airindia.com

I am writing to share my feedback regarding my recent and very disappointing travel experience with Air India.

I had a connecting journey from Bagdogra to Delhi and then Delhi to Pune. My first flight was scheduled at 12:55 pm. Due to a car accident on the way, I reached the airport at 12:05 hrs. However, the staff at the check-in counter refused to take my luggage, stating that the counter was already closed. I explained my situation, but instead of helping, the staff member wasted an additional 15-20 minutes and then informed me that check-in had also closed. Despite repeated requests, he showed no willingness to assist.

When I asked about the next available flight, I was directed to another counter, where I had to repeat my entire situation again. I was told that no flights were available for the day and that the next flight was only the next morning. I even requested to be adjusted on any flight to Delhi and offered to pay extra, but the staff again refused to help. I was sent from one counter to another, and customer care also redirected me back to the airline. It was extremely frustrating.

I later checked online and found that flights were actually available, which the staff had denied. It was very important for me to reach Pune, yet no one made any effort to assist. Eventually, I had to book another ticket myself.

Throughout the entire experience from the ground staff to the cabin crew the attitude was rude and unhelpful. Even simple requests were treated as if we were troubling them. There was no apology, no empathy, and no support. As customers, we patiently accept delays of 4–5 hours without creating issues, yet when we are late by just a few minutes due to unavoidable situations, no one is willing to help.

When I was cancelling my flight ticket, it showed a refund of 5199rs, but I received only 46rs, this is fraud. If they had adjusted to another flight by paying extra, I wouldn't have had to book a new ticket at such a high price. For middle class people, losing 10000 is not a small thing, we work very hard for that money.

I sincerely request Air India to train your staff better and ensure that no other customer has to face the kind of experience I went through and I request to refund my money back.