Air India — Subject: Formal Complaint Flight Cancellation, Failure to Rebook, Poor Customer Support, and Request for Compensation

Dear Air India Customer Relations Team,

I am writing to raise a formal complaint regarding the cancellation of my Srinagar–Delhi flight (AI 9857, PNR: 97YIXG), scheduled as part of my journey from Srinagar to Delhi and onward to Dubai on 23 October 2026.

Following the cancellation, I contacted your customer care team and was assured that an alternative flight would be arranged and the details shared as soon as possible. However, despite this assurance, I received no further communication or update.

When I contacted customer care again the following day, I was kept on hold for more than an hour, only for the representative to go silent and eventually inform me that they could not assist with my issue. This lack of support, after being given a clear assurance of assistance, is extremely disappointing and unacceptable.

The situation has caused considerable stress, inconvenience, and mental agony. My onward journey to Dubai is at risk, and I also have a return flight booked, leaving me uncertain about my travel arrangements and potentially exposing me to additional expenses. The considerable time spent on lengthy calls without any meaningful resolution has further compounded the inconvenience.

I understand that flight cancellations can occur. However, passengers should not be left without assistance, particularly when the airline has already promised to arrange an alternative. Timely communication, effective customer service, and a clear resolution are basic expectations.

In view of the above, I request Air India to:

1. Immediately arrange and confirm a suitable alternative flight from Srinagar to Delhi, ensuring that my onward journey to Dubai is protected.
2. Provide written confirmation of the revised itinerary and clarify any necessary arrangements for the connecting flight.
3. Address any additional expenses incurred as a direct result of the cancellation and failure to provide timely assistance.
4. Provide appropriate compensation for the significant inconvenience, prolonged customer service calls, unnecessary delays, and mental distress caused by the cancellation and the failure to honour the assurance given by your representative.
5. Investigate the handling of my case and explain why I was left without a resolution despite repeated attempts to obtain assistance.
6. 6. Return Flight and Associated Costs: Please clarify how Air India intends to compensate me for the potential loss or disruption of my return flight due to the cancellation and failure to arrange a suitable alternative. If my return ticket becomes unusable, requires modification, or results in additional expenses, I expect Air India to provide an appropriate resolution, including reimbursement of eligible costs or compensation as applicable. I request written confirmation of how both my onward and return journeys will be protected and what arrangements will be made to avoid further financial loss.

I have made reasonable efforts to resolve this matter through your customer care team, but the lack of follow-up and effective support has left me in a highly stressful situation. I should not have to repeatedly spend hours seeking assistance for an issue that requires the airline's intervention.

I look forward to your prompt response.