Air India — Inflight entertainment not working

From: Air India
Sent: Sunday, 13 November 2022, 12:52
To: vijay.[protected]@hotmail.co.uk
Subject: Re: COMPLAINT OF NO INFLIGHT ENTERTAINMENT

Dear Vijay,

Greetings from Air India!

Thank you for your feedback.

We deeply regret the inconvenience caused to you during your flight with us. This isn't the experience we expect for our guests who fly with us. Our endeavor is always to ensure a pleasurable experience aboard our flights and are therefore very concerned to hear about your recent experience on Air India.

We thank you for sharing your experience with us, as it plays a vital role in improving the quality of our customer service delivery.

We assure you of our commitment to Excellence and customer delight.

Regards,
Abhishekh
Air India ?Contact Us Team

[protected] Original Message[protected]
From: VIJAY PATEL [vijay.[protected]@hotmail.co.uk]
Sent: 12/11/2022 11:53 pm
To: [protected]@airindia.com; [protected]@airindia.in
Subject: Re: COMPLAINT OF NO INFLIGHT ENTERTAINMENT

Pradip
Thanks for your reply, but unfortunately I cannot accept such a response.
Please arrange to offer a refund for the leg room seats we purchased and in addition a gesture of goodwill for the inconvenience caused.


Thanks
Vijay

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From: Air India
Sent: Saturday, November 12, 2022 11:27:09 AM
To: vijay.[protected]@hotmail.co.uk
Subject: RE: COMPLAINT OF NO INFLIGHT ENTERTAINMENT

Dear Guest,

Greetings from Air India!

We acknowledge the receipt of your mail.

We sincerely regret the inconvenience caused to you when you travelled on our services.

We sincerely apologize for the lapse in the service and we assure you that this was not intentional. All corrective measures will be undertaken to avoid the recurrence of the incident.

We look forward to welcoming you again on over flight and assure you of a great travel experience with us.

Assuring you of our best attention at all times.

Regards,
Pradip
Air India ?Contact Us Team

[protected] Original Message[protected]
From: VIJAY PATEL [vijay.[protected]@hotmail.co.uk]
Sent: 11/11/2022 6:57 pm
To: aapm.[protected]@airindiauk.com; [protected]@airindiauk.com; manager.[protected]@airindiauk.com; [protected]@airindia.in
Subject: COMPLAINT OF NO INFLIGHT ENTERTAINMENT

Dear Sir/Madam

Ref:

Date of Flight : 18 Oct 2022

Route : Ahmedabad to London Heathrow

Flight No: AI171

Seat: 11A & 11B

I would like to raise a formal complaint regarding my in-flight experience on board one of your aircraft on a recent trip. My parents and I travelled from Ahmedabad to London on 18th October 2022 on flight AI171. In addition to our air fare, we each paid an addition £35 GPB in order to upgrade our seat and were allocated seats 11A, 11B and 11C. It soon became apparent that the in-flight entertainment system was not functioning on seats 11A and 11B. After repeated attempts by staff to re-set the system they finally said there was nothing further they could do. They were unable to offer us any other seats and we spent a 9-hour international flight without access to any entertainment or information systems.

Given that I paid an additional £70 for the seats I would like to request a refund of this payment in recognition of the fact that all of the facilities were not available to us. This was a considerably long flight and to not have access to the entertainment system had a significant impact on our comfort over this time. There was no other offer or support made by the cabin staff to compensate for the issue and as a consumer I did not receive the service that I paid for. This resulted in a difficult flight and time passed very slowly indeed.

We are, as a family long-time customer of Air India, and this was an experience that we were not expecting.

Can I therefore request that a refund of the additional payment for the seats is processed at a minimum, and a substantial gesture of goodwill for the time and trouble is considered in addition.
I attach a copy of my boarding pass and airline tickets (Showing extra we paid for extra leg room seats).
we were also asked by the inflight supervisor to fill out the questionnaire to make a complaint about the inflight entertainment not working and she will use this as part of her flight report. (copies attached)
Look forward to hearing back from you on the same as soon as possible
Regards

Vijay Patel