Air India — Flight canceled by the airline but airline officials say that booking is cancelled by the agent. Customer stuck at the airport till reschedule

 
1 Review
Mumbai, Maharashtra, India
 amitkumar.g
Dear Sir,
I had made 5 bookings from Mumbai to Varanasi via Delhi on 4th Jan 2017 with PNR Numbers ZDLN6, JXMHR, Z6W8T, J1CY0, ZDLTE.
The flight was scheduled on 17th May 2017 at 7.00 a.m. from Mumbai to Delhi and then a connecting flight from Delhi to Varanasi at 10.15 a.m. however my connecting flight from Delhi to Varanasi was cancelled by the airline without any prior intimation. while web checkin i came to know about this case.
i contacted the airline support staff but they denied flight cancellation by them and on the other hand said that the bookings have been cancelled by the agent from whom i have booked the ticket (i.e. paytm and Musafir.com) i said how can two agents cancel the same connecting flight but the airline representative did not bother they hung up my phone. i called them many a times and finally had a conversation with Mr. Kartik who was the head of the department. Mr. Kartik seemed to be unprofessional and didnot help me with the issue. he denied that the flights have been cancelled from the airline and asked me to contact paytm and musafir.com support and he too hung up my call. I said to him that its early morning 2.00a.m. and i have to take flight at 7.00a.m. should i go to the airport. but he didnot seems to have any concern about their customer. Later than i contacted the paytm and musafir.com and both the agents denied their cancellation and both had a talk with the airline and confirmed that the flight is been cancelled by them. both the agents of paytm and musafir.com eagerly helped me in the early morning and helped me contact the airline to reschedule the flight.
i am very disappointed with the Airindia support staff especially Mr. Kartik senior professional without any proper training and knowledge about flight cancellation.
wasted my entire trip as i had to catch flight in the evening which lead to cancellation of my holiday trip booking further due to late arrival. disappointed with the airline. and requesting them to inform the customer before hand about the flight cancellation so can make arrangement accordingly rather than being stuck at the airport.
management should take strict actions against such matter

Complaint Status


[May 22, 2017] Air India customer support has been notified about the posted complaint.
Updated by amitkumar.g, Jul 31, 2017
no resolution yet, disappointed
Updated by amitkumar.g, Oct 19, 2019
NO RESOLUTION
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    Air India - Flight canceled by the airline but airline officials say that booking is cancelled by the agent. Customer stuck at the airport till reschedule