Air India — Refund for medical emergency case for 75year old ex govt servant

Address: new delhi

I am documenting this complaint regarding Air India’s handling of a medical‑emergency refund and the lack of a usable grievance redressal mechanism.
My initial case (Case No. 35639418, raised on 16 Feb) related to a medical emergency involving emergency brain surgery in Melbourne. Medical discharge summaries and Royal Melbourne Hospital follow‑up appointments were submitted. Despite this, the case was closed without clarification on missing documents and without any attempt to contact me.
I was compelled to open a new case (Case No.[protected] because Air India’s system does not allow reopening or escalating a closed case, leaving customers with no meaningful recourse.
Key systemic issues observed:

No clear grievance redressal pathway exists
All links redirect only to case submission
Closed cases cannot be reopened or appealed
The chatbot does not guide customers to a grievance redressal page
The process is confusing and restrictive for consumers

This structure effectively blocks fair redressal, even in critical medical situations.