Dear Sir,
I Sri Kishore Chandra Sahoo a disable passenger booked ticket through easymytrip to travel from Lucknow-Bhubaneswar with my escort Sri Babaji Charan Tarai. My PNR was A8YPSK. I had booked Wheel Chair too as I can not walk long distance and problem of climbing stairs. Boarding pass was issued to us at Lucknow for both the sector. The Borading pass copies are enclosed in Annexure-A.
Initially the flight was delayed at Lucknow and took off arounf 3 am of 20.10.2023 where as schedule departure was 11 pm of 19.10.2023. The horrible affair starts after landing at Delhi Airport.
01. Aircraft grounded at 4.15 and disembark started at 4.25 am.
02. No wheelchair was there. Crew members told me to get down and ground staff will provide. After painfully getting down through staircase no wheel chair was available. Only one ground staff was there to handle a good number of transfer passengers to four destination.
03. There were about 25/30 passengers to transfer to 4 locations. Bhubaneswar, Kochi and Srinagar. That groung staff told me to board the Bus and further ground staff will guide you. I asked him about wheel chair but he said I don’t have here. Then as no option was there and I was getting late, so I boarded the Bus.
04. In spite of huge pain in lower limb I get down at arrival gate . Surprisingly, only one ground staff was there to transfer huge passengers to 4 different destination. He told us to stand there separately destination wise. I again asked for Wheel chair. There was no wheel chair. He called some body and after 8/9 minute one more staff arrived. He was a complete careless fellow. He was just standing and looking for a wheel chair to come. 28 minutes passed for search of wheel chair.
05. Ultimately as no wheel chair came, he told me to walk to through security point. I again started walking with a transfer boy and did security check quickly. After security check I again sat there in presence of that helper. Only AIrIndia Express passengers of our batch(25/30 nos) were there. It was completely rush free.
06. I waited there for further 20 minutes in want of Wheel chair. Ultimately wheel chair came from arrival side and again waited for security check. After check wheel chair reached with me at 5.27 am.
07. The wheelchair boy took me to Boarding gate along with the other helper. By that time we reached gate 44A it was closed and no body was there. All three passengers could not board the flight due to extremely delay to transfer.
08. The helper boy repeatedly telephoned the ground staff who send him with me. He picked up phone after repeated call and told him to ask at Gate. AS no body was there, he informed that too. But that ground staff had switched off the phone.
09. When I got annoyed, the wheel chair boy took us to a counter and one lady assistant came reluctantly. Then she told CISF personnel and allow us to come out of that. We went a counter at Check-in Point. The person present there started bluffing as if the fault was of ours.
10. We explained every thing to four different staffs who asked us every time. As I was having an important meeting at NHAI, Bhubaneswar in which I need to give presentation for progress of targeted development of Infracture development projects, which will be directly reported to MORTH and PMO.
11. I approached that lady staff to provide me the flight quickly, so that we can reach quickly Bhubaneswar and attend the meeting. She moved here and there and carelessly replied that we will provide you hotel and give you flight at evening. I urged repeatedly to understand the urgency, but she bluntly denied. Then I insisted to give me the fact in writing. She reluctantly ordered her assistant to write . But when I read the report, it is clearly understood that she wrote the incident completely untrue manner . She just wrote that passenger misconnected due to late arrival of flight and passenger denied to our alternative arrangement.
12. Being fedup with this unprofessional and unethical practice, I felt completely harassed. I founf myself two flights (Indigo & Vistara) were there at morning time, so that I can reach by 10.30/11 maximum. Without waiting for further damage, I booked the spot ticket for me and my escort and waited for the staff to bring us out.
13. She called some lady staff after 15/20 minutes, who took us to security staff and ultimately I came out. I forcibly walk to the shuttle Bus and went to terminal-1. After all these nonsense activity, I just catched my INDIGO flight at last moment and boarded as last passenger. Boarding gate closed immediately after that.
14. In the whole process, I was being harassed and sat there at AirAsia counter without even brushing. This gave me extreme shock and pain. Over and above it completely damaged my professional reputation due to non production of the presentation to Ministry of Road Transport & Highways along with PMO.
15. My booked ticket to travel to Bhubaneswar through Indigo is enclosed herewith for your reference and record.
16. I urged the AIrIndia Express management to enquire the matter with due diligence and compensate me for my losses. The claims are
(a) Non flied to the destination ticket Cost (booked from AIrIndia Express) – Rs.25846/-
(b) Re booked Ticket to fly to Destination ( booked from INDIGO) - Rs.25545/-
(c) Conveyance for change of Terminal - Rs. 560/-
(d) Inconvenience for the delay of flight (more than 3 hrs) as per DGCA guide line – Rs.35, 000/-
(e) Conveyance arrangement re-made at Bhubaneswar _ Rs.1280/-
(f) Loss of man-hour due to fault of AIrIndia Express - Rs.1, 40, 000/-
(g) Loss of Professional achievement & reputation - Rs.2, 00, 000/-
(h) Loss of peace due to tense situation created by AIrIndia Express - Rs. 3, 00, 000/-
(i) Immense physical pain due to notorious activity of Ground staff - Rs. 1, 50, 000/-
You are requested to compensate me for the above irreparable losses without further delay and rectify your system of handling the disable passengers properly and in a professional manner.
The matter is also conveyed to DGCA and Ministry of Social Justice & Empowerment for necessary action.
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