Air India — Pathetic services and rude behavior of the crew

Address:	10154
Website:	www.airindia.in

Hi

I am a resident of New York and took an Air India flight from New Delhi to New York on 1st Nov 2015. I spoke to one of the members of Air India who advised me that I can redeem the miles any time that I want to.

As I have plans to travel to India in next few weeks, I thought of claiming my miles. I called up the customer care and was shocked to listen a completely aberrant covenant from your policy which states that one cannot claim miles for a travel made more than six months back in time, which is not what I was told.

Taking it a bit off the lines, I had a pathetically bad experience with Air India while travelling. My LED screen was not working, and when I asked the crew to change my seat, they did not change it. Leave changing it only, they were totally rude despite them being at fault. They simply said we cannot do anything, but not in an apologetic way - it was thrown to me in the most blunt form.

I wrote a detailed 3-page note and handed it over to the head crew member and asked to ensure that it is escalated to the management and I need a response. She confirmed that she would definitely be taking it up to the concerned team, and that I would surely be getting a response to my complaint in next few days. It has been 10 months now and there has been no response. I clearly wrote in the note that Air India gives me the right to take a legal action in the Federal Court if I don't receive a response in a reasonable time, and I don't think 10 months comes anywhere even close to a 'reasonable' period.

My question is that when you have a policy of six months to redeem the benefits the customer accrues, and you do not accept any tolerances there, where is your service level agreement gone when it comes to responding to a customer who even said that he would take a legal action if he does not receive an apt reply from the management. It shows that Air India does not even honor the legalities that could be taken to the US courts.

I forgot those incidences, but it seems that the airline is not worth being spared in any sense. I thought of taking a direct legal action out here in the US by filing a strict suit, but thought to raise this first to the management of Air India to see what their reaction is and whether they now take it seriously.

I would wait for a few days to get a response to my complain I made on my date of travel, following which I would take a strict legal action.

Hope that you would consider this and get back to me as soon as possible. My phone number is +[protected] and you can call me to discuss on this.

Regards
Arpit Narain