Air India — worst customer service by air india

Address:	Chennai, Tamil Nadu
Website:	www.airindia.in

Dear Sir/Madam,
my name is Mathumathi Anbalagan. I'm currently living in Stuttgart, Germany.

I booked a flight ticket for my parents from Chennai - Stuttgart on 14, April '18.
Chennai-Dubai (Air India), Dubai-Istanbul (Pegasus), Istanbul-Stuttgart (Pegasus).

At Chennai International Airport when my parents where at the Air India check-in counter, the Air India officials where so rude to my parents and didnt allow them to get boarding pass. The reason was at Dubai airport my parents cant change flight from Terminal 1 to terminal 2. Then I booked another flight for my parents from Dubai- Stuttgart (Dubai terminal 1) at the last moment.

The following are my complaints:
1. Why did the Air India officials did not allow my parents to board even though there is no transit visa required at Dubai airport. There is Marhaba services which offers service for transfer between Terminal 1 to Terminal 2.(https://www.marhabaservices.com/)

2. I called Air India customer care, they asked me to call Air India office at Dubai airport. I called them but there was no proper reply!!!

3. There was a call from Air India, they asked to go to nearest Air India city booking office for this issue.

4. I got frustrated and called the Air India Frankfurt Customer Service. They said that Air India does not have any problem with booking. If the third party website
asks for transit visa you need a transit visa, if not you can book a ticket normally.

5. Again I called the Air India city booking office on April 12, she was so rude to me and said that you have already taken the flight. So just leave it!!!
How stupid reply from an Air India official. Is this the reply you give to a customer! Will Air India offer a ticket to me for free? I have paid the money and how can you people reply in such a way.

6. On April 16, in Chennai Airport when my parents were facing the problem, Air India people at the counter said that "It is not my work to solve your problem, I have many works!". They were so rude to my parents. If giving assistance to a customer problem is not their work. Then why did you appoint them for work at Airports?

Its only because of Air India compulsion I booked a ticket for my parents from Dubai-Stuttgart at the last moment. I want my flight ticket money back.
Air India is offering such a poor customer service. I want action to be taken for such a rude behavior of the officials at Chennai airport.

Awaiting your reply.

Regards,
Mathumathi Anbalagan.