Air India — Personal and financial loss

My name is Anil Cheruvathur Babu. I travelled to Kochi, India from London Heathrow on April 6th 2023and returned on 30th April 2023. I normally don't post anything in social media and never complained before. The reason for this complaint is because of the gross negligence and lack of sympathy from the part of Air India, which resulted in devastating loss to my family. To start with we booked our tickets well in advance (almost 8 months ago PNR: J6T9N4). We are a family of four. My elder daughter is four and my younger one just turned one. We booked direct flights to Kochi from London Heathrow to avoid fatigue and stress while travelling with children. In December 2022, I read a report in an online portal that air India is cancelling direct flights to Kochi from London Heathrow from April 2023. I was shocked as I didn't receive any correspondence from air India. I spoke to the air India customer care team (call connected in Pune, India) and the agent told me that my tickets are cancelled. I was so upset and asked him the reason for cancellation. He replied to me that " it is because of bad weather". I was completely perplexed with that answer, and I asked him how he can predict the weather 5 months in advance. He then said it says technical error and he ‘thought’ it is due to bad weather. I asked him, whether he can give me another direct ticket because I'm travelling with my family including kids and he replied to me that he won’t be able to do anything because the direct flight services are all cancelled. He then said he can give me an indirect flight which will be reconnecting from Delhi (2.5 hrs) and on the return will be connecting from Mumbai (4hrs) I then said it would be highly uncomfortable for us to travel with the kids and he then said this is the best option he can offer. I clearly said to him that I won't be able to take luggage from Mumbai or Delhi (I had previous experience with Air India) because it will be really difficult and stressful If we have to do that. He reassured me that there won't be such issues and the luggage will be transferred directly. My Wife became pregnant few weeks before the travel and before our actual travel I wanted to confirm with the customer care that we don't have to take our luggage. The customer care representative then said we have to transfer our luggage by ourselves from Delhi and then we have to transfer it to the domestic terminal because they booked us an international flight until Delhi and a domestic service from Delhi to Cochin. I was unhappy with what she said, and I explained to her that this is not what I been told before and I didn't expect such problems at the end. She said if I have any problems I can ask help during boarding at the counter and they would be able to help. Believing this we spoke to the person on the counter, and I informed him that my wife is pregnant and I am travelling with 2 kids. I explained to them that it will be highly uncomfortable for us to transfer the luggage by ourselves. Nobody from the Air India had the courtesy to offer any help. They said this is how the ticket has been booked and they can't do much about this. Honestly the journey was horrible, and this gave us a lot of mental trauma already. After reaching the Delhi airport we had to rush to get our luggage. There was a 25-minute walk from the international terminal to the domestic one and we had to carry our children plus our luggage’s even though we have repeatedly said in the airport that my wife is pregnant. Nobody was willing to help and we have to transfer and do all by ourselves. After the whole journey as one
could imagine how stressful physically and mentally this has been my wife was dizzy and started bleeding. We have to go straight into the hospital, and they have mentioned to us that it is a threatened abortion. She was pregnant for seven weeks and unfortunately her bleeding was big that she has to be admitted in the hospital. Doctors advised against air travel as it may worsen her condition. When we were sure that she won't be able to come with me on the 30th of April I called the Air India team again and I explained to them our situation. I informed them about our journey experience and the bleeding episode after the air travel. They agent told me that it's my personal reason and if I have to cancel the ticket for my wife and children that will attract a penalty even though I have booked directly from Air India website. They were not willing to listen my concerns and eventually cancelled our tickets and I have to travel alone to the U.K on 30th April. My wife had a job offer which she was supposed to start on her return. Currently as her doctor advised bed rest, she won't be able to join. I have to say that this flight journey which was s supposed to be a happy journey made our lives a hell and we have to bear devastating loss as a family, personally, financially and mentally. I wanted to highlight to the Air India management about what happened and is looking forward to having reasonable compensation for what happened during our flight. I am happy to share my booking details (initially direct flight), amended tickets, medical records if needed.