Air India — Indifferent attitude of staff

Address:

110010

Dear Sir/Madam,
1. I would like to express my disappointment from your unsatisfactory level of behaviour and services while travelling in Air India AI 820 Vadodara to Delhi on 27 Jun 17 (Seat nos. 4A, 4B, 4C, 6A, 6B and 6C). I had expected much more from a prestigious and reputed company of an inter national standard. Unfortunately, I can’t help but submit this letter of complaint hoping for a fast and adequate resolution.
2. I had pre booked wheel chairs for my aged parents in their 80's and 90's. Further, at the time of check-in, the appropriate inputs are made in the system to ensure that same is reflected for the information and action by cabin crew other concerned officials.
3. At Vadodara, at the time of boarding the flight, it was drizzling. My aged parents were wheeled out in open, in rain (not in any covered vehicle) on wheel chair through tarmac/apron/aircraft operating area to the aircraft ladder. I was not allowed to accompany them to provide some shelter from rain. I requested for an umbrella for them. My requests were not heeded to. By the time they were wheeled to aircraft ladder they were fully wet and drenched.
4. On boarding the flight as their clothes were wet, I had out dry them with towels as not change of clothes were available in my hand baggage. In-flight they caught cold, started shivering and sneezing. This was followed by an attack of pneumonia on arrival at Delhi, for which they are undergoing treatment on date too.
Due to their in flight condition and discourteous and gruff treatment at Vadodara, I requested the stewardess on the flight that proper wheelchair arrangement be made on arrival at Delhi.
5. Unfortunately, Ordeal did not end here. On arrival at Delhi, the flight embarked at a ladder instead at aero bridge. Due to uncongenial treatment by your staff my aged parents were were fully drenched and shivering were in no state to walk down the ladder. I requested for an ambilift. One of the ground staff (if recollect his correct name) Mr. Ranvir Singh was too harsh and impolite, I requested the flight stewardess too, they confirmed that ambilift was NOT available.
6. By this time, the Captain of the flight was de planing, he too instructed ground staff and the stewardess to more considerate and provide proper assistance. Regrettably, literally I had to carry my parents in my lap and limp with no help/assistance from your staff, who were mere spectator and just smiling and giggling.
7. On ground, the wheel chair was made available, on reaching passenger coach, I requested bus driver to put/extend ramp so that wheel chair could be rolled inside the bus. He confirmed there was no ramp in the bus. I inquired as to why no ramp facilities were available in passenger bus. The driver's response too was terse, curt and unhelpful. He rusticity conveyed “Babu aap Air India me safar kar reho ho, koi firang airlines me nahi” (Sir, you are travelling in Air India not in any foreign airlines). I was appalled at such behaviour, felt humiliated and insulted. I couldn't believe my ears. He seemed to think it was funny. I don't know how many passengers he has offended in past.
8. I hope you would personally look into the matter, and make sure such an incident is not repeated and my mobile is repaired at the earliest. Your company has been known to provide good services, and such events tarnish the company name, so please address this deficiency in service
9. Sir, I request an apology from official responsible for this shoddy treatment/behaviour, plus an explanation of why I was treated so badly. I also trust that you will take the necessary precautions to prevent such incidents in the future. Further I request you immediately detail bus driver for curtsey training programme.

10. I look forward to hearing from you.

Yours faithfully,
Air Cmde Ravi Sharma VSM
Command Logistics Management Officer
HQ Western Air Command, IAF
Subroto Park, New Delhi 110010
Mob: [protected]