Air India — Impolite/rude staff, charged my infant on lap full business class upgrade ticket, no special consideration for business class

Address:

Air India, Great west house, first floor, great west road, Brentford, London Tw89df

I travelled to London Heathrow airport with my 15month old infant from Goa airport on 7th January 2022 with AI 145. PNR number JBXSH. I went to business class counter as I wanted to upgrade my ticket. I was told it would cost me Rs 50000/- which I was fine with.
When I was checking in at Goa airport, I was told by senior air India staff lady that my self lateral flow test (pre departure test) which I did as per the UK regulations was not acceptable. Her supervisor (man) also agreed with her and the two forced me to get a lateral flow test done as they said I had to follow the rules in India. I had to walk more than a kilometre with my luggage and my infant to the multi storey car park, only to be told that the staff who perform the lateral flow test do not work on a Friday. So it was very irresponsible on the part of Air India staff for not inquiring, giving me false information and causing me immense discomfort as I was travelling alone with my infant. There was a porter who was very helpful in helping me get the test done for which I had to pay.
Finally, I returned to the airport to upgrade my ticket and another air India staff lady checked and told me I have to pay Rs 58000/- but then she spoke to someone else on the phone and said they would charge my infant on lap a full ticket and now told me I had to pay Rs 98000/- which is totally incorrect but I had no strength and no patience to argue with them as I was exhausted following the ordeal I was put through. So I paid the upgrade amount. Until this point there was no support or cooperation from air India staff at all considering I was travelling with an infant.

Then at the time of boarding, there was no announcement made for business class passengers to board first. There was no staff as well at the business class boarding gate. I had to request them to board me.

And then we had to walk for more 15-20 minutes to reach the flight which was extremely inconvenient.

Overall I have never had such bad experience with any airlines.

I am looking for a compensation for all the trouble I was put through at Goa airport and refund of my infants tickets. I would also like some corrective action to be taken against the senior air India ground staff at Goa airport so that this does not happen to anyone else.

My name is Synclare Dsouza
Email id is [protected]@gmail.com
I would like to be updated on the progress of my complaint.