Air India — Transit passenger service

Subject: Formal Notice of Compensation Claim for Breach of Contract and Negligence

Dear Air India Customer Service,

I am writing to formally express my profound disappointment and frustration with the egregiously deficient level of service I endured during my recent business class trip from London Heathrow (LHR) to Silchar (IXS), departing on the 11th of December and returning on the 18th of December.

Despite being aware of layovers, the shocking lack of assistance and care provided to transit passengers, especially those with young children, amounts to a clear breach of contract and negligence on the part of Air India.

Upon inquiring about the 10-hour stopover in Mumbai and the subsequent 6-hour stopover in Kolkata (CCU), I faced consistent redirection between telephone customer service and check-in personnel. To my dismay, I was informed at Heathrow that the airline does not provide hotel accommodations, and any assistance should be sought from ground staff in Mumbai.

Upon arriving in Mumbai after a 9-hour flight, I approached the ground staff for assistance, only to be informed that no support could be provided, leaving me and my two young children stranded in the airport for the entirety of the 10-hour layover. Despite being a business class passenger, I was appalled to learn that lounge access was denied for over 3 hours, and for the remaining 7 hours, I was left to wander the airport without the option to leave.

This lack of communication and inadequate support persisted upon reaching Kolkata at midnight. Ground staff insisted they couldn't help and even suggested that I pay for a dormitory bed at my own expense. After much insistence, I was begrudgingly offered lounge access, only to be informed that the lounge would close at 3 am, necessitating another relocation.

Given the undeniable breach of contractual obligations and the negligence displayed throughout my journey, I hereby formally request compensation for the distress, inconvenience, and violation of contractual terms. This experience not only fell significantly short of the agreed-upon standard of service but also resulted in tangible harm to my travel experience and well-being.

I insist on a thorough investigation into this matter and expect a prompt and detailed response outlining the compensation process. Failure to address this matter adequately may necessitate legal action to recover damages and hold Air India accountable for its contractual breaches and negligent conduct.

Sincerely,
Sipra deb