Air India — Lies-Torture to the loyal customers

Dear Sir

I am holding the below tickets and would like to reschedule due to the spread and infection by OMICORN as per the covid rules applicable by Odisha Health and BMC.

1. Krushna Praharaj – Z605D – BOM-BBI-BOM - Travel Date 7th Jan 2022 and return on 12th Jan 2022

2. Bina Praharaj – HYS8H – BOM-BBI-BOM - Travel Date 7th Jan 2022 and return on 12th Jan 2022

Kindly reschedule the above tickets for 5th April 2022 and return on 12th April 2022.

Series of Incidents from 6th Jan 2022.

On 6th Jan 2022, I called the call center No:[protected] and trust me I have been kept on hold till 59.59 Hours and disconnected. I called to reschedule cause my Wife Bina caught covid through a test, test report is attached for your reference.

I tried 6-7 times and kept me waiting till 1 hour and used to get disconnected. (You can check and verify from the call logs. My calls were made from [protected] and [protected].

I tried on 7th as well and the sequence of events was like 6th and cannot get connected with any agent.

On 9th Jan 2022, one Sonali called and took all details then said she was transferring the call to another person who would be issuing the ticket as per my request date, but it was the same I was holding the call for 1 hour and then disconnected.

Again I received a call on 19th Jan @ 4.00 PM and assured me the ticket is rescheduled on the requested date and I need to goto AirIndia office to collect the same with submission of my covid report of +ve and -Ve both.

I went to AirIndia office on 13th Jan 2022 and waited for 30 mins outside the office, then went to window no 5 and the person said your ticket says NO SHOW, so I can not help

I tried to explain to him that if the Air India phones are not picked up by the staff what a person can do. He said that's none of our business. on top he shouted at me for no reason, still i took it as he is a senior person and may be frustrated on such events.

I went to see the Manager, she was cooperative and heard my case well and requested the counter no 5 to do the needful. Counter 5 booked my ticket for 5th April and returned on 12 April, when he saw my reports are Antigen test, he again said it can not be done as they need a RTPCR Test.

Unfortunately i have an Antigen test for both but i can not get a RTPCR for the day 5th Jan but i can get a RTPCR for now as a negative report. But they refused and sent me back with can not help

I traveled 35 KM for this and wasted the day without any fault of mine. On Top the manager says it will be alright cause TATA is taking over, that means she confirms it's not right now.

My Question here is:

1. Irrespective of the Covid Report, when i tried to call and reschedule my ticket on 6th, no one picked and the intention of Air India is to make NO SHOW and invalid the ticket. ONE WAY OF CHEATING THE CUSTOMER.

2. We do not differentiate Antigen and RTPCR, that too could have explained to us when we called on 6th or 7th, I would have done a RTPCR rather than Antigen.

The amount of MENTAL PRESSURE AND TORTURE given by Air India its not ACCEPTABLE.

The office is saying we are not responsible for what the call center person is saying.

IT WAS SHOWING AN ATTITUDE OF NOT HAVING RESPONSIBLE FOR THE JOB THEY HAVE ASSIGNED.

Again my question is, why such people are there on the front end and why there is no such escalation matrix to use and rectify such cases.

I need a resolution and also an explanation for why not publish this on the news for avoid many people praying for the trap of AIR INDIA.

With Kind Regards

Krushna Praharaj

Note: I am out of country from 19th Jan, so after 19th Jan, the no you can reach is [protected], Bina Praharaj

Thanks & Regards,

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Krishna Praharaj
+91 [protected]