Air India Express — Refund or modification of ticket

Reported Air India Express counter in Lucknow Airport to fly Dubai on IX-193, PNR GPF26V dated 10.05.2022. My visit Visa was valid and issued on our old passport, hence travelling on new passport along with old one.

Duty manager (on 10.05.2022) refused to issue boarding passes due to GDRFA lnot availavle on new passport) approval which is for resident visa holders.

He assured us to update the status on our tickets to use it in future once the flight departrd but he put the remarks "No show" instead of "free modification due to missing GDRFA approval". Due to no show we are not able to modify the tickets and will loose around Rs.30, 000/-

Note: Airport departure exit register is the proof of our presence. (Air India Express personnel filled the details to allow us to exist)

Passengers: Imadul Islam & Sabiha Kausar