Air India Express — poor customer service at delhi and bengaluru airport

Address:

SREEKRISHNA, NEAR TAYYAT AYYAPPA TEMPLE, WESTHILL CHUNGAM,WESTHILL, KOZHIKODE,KERALA, Kozhikode, Kerala, 673005

From
Suresh. K
1/211 a2 sreekrishna
Near thayyat ayyappa temple
Westhill chungam
Westhill p. O
Kozhikode
Kerala-673 005

Respected sir,

I have been using air india for a long time. Recently, i had a very bitter experience from your side.

On 14.11.2019 i booked ticket with booking reference h84kg (E-ticket no.[protected] for my travel from bengaluru – delhi (Ai 501), delhi – lucknow (Ai 811) on 25.11.2019 and from lucknow to delhi (Ai 412) and delhi – bengaluru (Ai 502) on 30.11.2019 (Annexure a
But unfortunately, on 30.11.2019 my flight ai 412 from lucknow – delhi got delayed for about 5 hours 20 minutes and reached delhi airport at 15.35 hrs. Which is evident from the ‘delay certificate’ dated 30.11.2019 (Annexure b & c).

After reaching delhi airport i contacted ‘air india transfer desk’ and he directed me to airport gate no. 1 (Outside) for ‘air india ticketing counter’. After reaching gate no. 1, i found that the ‘ticketing counter’ was near pillar 9 in second floor. The staff at the ticketing counter were not at all co-operative. I waited for half an hour to get delay certificate. Standing in the queue for 45 minutes i got boarding pass from boarding pass counter for ai 174 delhi – bengaluru flight for my onward journey to bengaluru at 6.30 pm on 30.11.2019. At delhi airport i ran from pillar to post to get the delay certificate and boarding pass for ai 174 delhi – bengaluru flight.

On 30.11.2019 at about 9.35 pm i reached bengaluru airport. As there was no connecting air india flight from bengaluru – kozhikode, on 14.11.2019 i booked a ticket from bengaluru – kozhikode in spice jet sg 344 for departure at 21.35 hrs. On 30.11.2019 (Annexure d). After reaching bengaluru airport i contacted spice jet office and they informed that sg 344 had already departed. Their next flight to kozhikode was on 01.12.2019 at 21.35 hrs. Only and they were unable to cancel the ticket and refund the full amount. They informed me that they were ready to cancel the ticket and that i would get a refund of about rs. 400/- only being tax amount. So, i did not cancel the ticket. Then i approached the air india counter at bengaluru airport for my onward journey to kozhikode. They said that they were helpless and couldn’t do anything. I contacted all other airline offices for my travel to kozhikode. The next available flight from bengaluru – kozhikode was indigo flight on 01.12.2019 at 9.30 am with a fare of rs. 6, 000/-. I was in a totally helpless situation.

After all these sufferings at that night, i caught a bmtc bus from bengaluru airport to bangalore satellite bus station and from there to kozhikode by a kerala state rtc bus (Annexure e). I reached kozhikode on[protected] at 9.40 am.

The only help from the side of air india was that i got complimentary breakfast at lucknow airport.

I have suffered a lot at delhi airport because of the sheer negligence of the air india staff. Neither complementary food packets were provided at delhi airport and bengaluru airport nor any help was provided from your office.

I ran all around delhi airport air india office to get a connection flight to bengaluru. I am 54 years old. Being a diabetic patient, my sugar level increased drastically due to these sufferings. My lab report and the doctor’s prescriptions support the same (Annexure f & g). I am working as private secretary in income tax department. I am not in a position to attend the office due to the mental sufferings.

Considering my physical and mental sufferings and financial losses incurred by me for not cancelling my bengaluru – kozhikode air ticket, charges paid to bmtc and ksrtc bus, food and other charges at delhi and bengaluru airport, i seek a compensation of rs. 50, 000/- (Rupees fifty thousand only). I request a favorable reply from your end at the earliest, i. E. Within 15 days from the receipt of this letter. If no satisfactory reply is received from your side within 15 days, i will be forced to file a complaint before the district consumer forum at kozhikode.

Thanking you,
Yours truly,
Suresh k
Ph: [protected]
Place: kozhikode
Date:[protected]