Air India — Not allowed to board when there was still time and had to pay for new tickets.

My children arrived at the London Heathrow airport on the 16th of July ready to check in to their return flights to Australia. there were both there within the 3 hrs of checkin, waiting in line and then when their turn came they discovered they had lost their passports and the bag that they were in. Panicking, the tried to find the number of the taxi that dropped them, didn't know what to do. thankfully The taxi returned with the belongings and the kids were finally able to retrieve their passports, unfortunately, check-in had already closed andhttps://www. you were unable to catch your original flights. There was plenty of time before the plane took off but the staff didn't have any empathy and just said sorry it is too late. With no options, remorse or assistnace. The kids then hadYohad to purchase new flights to return home. $11000 CAD.
I am requesting this complaint to be lodged and assistance from the airlines in the reimbursement of these new flights for their lack of customer service at all. Flight details were AI112 at 1:15pm on 16th July 2023.
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