Air India — Poor customer service at EWR(New Jersey)

Hi, my name is Nalin. On March 2nd 2022 my in-laws were traveling to India from EWR on AI 144 to Ahmedabad. when they went to check in counter Employee name Rita Shah helped them check in when they were handed a boarding pass I notice that she miss spell my mother In law’s name in the boarding pass. she wrote Madhumati instead of Madhuben when I told her she made a mistake she said it’s ok don’t worry they will let you board. but I wasn’t convinced so I told her again that even if they will let her board from here but she will have problems in Mumbai so please change with the correct name and give me a new boarding passes but she didn’t care or listen and kept telling me it’s ok just go. When she tried to board the plane security(TSA) didn’t let her board bcuz she miss spelled her name and insisted that name must be change on the boarding pass. so I went to confront her at the counter to tell her they are not letting her board the plane. At that time not only she didn’t even look at me but she completely ignored me and pretended she was talking to her co worker and grab her belongings and proceed to leave even after calling her couple of times she kept walking leaving my mother in law Vulnerable. So I asked to see a manager or supervisor later I came to know she was the manager. Other employees tried to help but they had limited knowledge on how to correct the name in the boarding pass in the system.it took them over an hour and half to print only boarding pass from EWR to Mumbai & not to Ahmedabad during this time they had to hold the flight causing the flight to be delayed and had to escort her to board the flight. I request you to take Strict disciplinary action against her because of her negligence it cause us great deal of Frustration & Aggravation. This kind of behavior is not acceptable from a manager. It is very shameful that Rita Shah holding the manager position in air India would not understand the risk of traveling with a different name can cause a great deal of problems to a passenger. I am very hopeful that you will take all necessary action against her to Educate the job she performs and making her understand what she did was not acceptable and she need to provide a better customer service. Thank you very much for your kind attention in this matter.