Airasia — boarding denied on ticket made by agent

I had booked a ticket (booking no T4SBTH) from Guwahati to Kolkata on Airasia flight no I5 585 on 15th July 2019. The ticket was made on Makemytrip portal, for my children - aged 15 and 6 to spend their summer vacations with their aunt.

We reached the airport by 12:10 pm for the flight which was scheduled to leave at 1:50 pm. At around 12:35 pm, I got a call from my son that though the check-in has been completed, the boarding passes were not issued and they have been asked to wait.

I immediately contacted the airasia counter at the airport. I was attended by Ms. Padmi who asked me if they were travelling for the first time and needed assistance, to which I replied in the negative.

She told me not to worry and everything will be taken care of. She asked Ms. Mary to check at the check-in counter. Ms. Mary returned a little while later and informed that there was no problem.

In the meanwhile, the parent of another 14 year old who was travelling alone had come to the counter. She was also asked to send the child inside the airport.

A little later I checked with my son who told me that the issue was still not resolved. I spoke to Ms. Padmi again and then to Ms. Anita who assured me that she will take care of the matter. She left for the check-in counter.

Sometime later, another airline staff came with a form for the other child who was travelling on his own. But I was not asked for filling any form.

When Ms. Anita came to the window again, I asked her what the status was; she said it will get done. I told her that I will fill the indemnity form, if required.

Some more time elapsed. By now it was 1:33 pm, and boarding should have been complete for the flight to take off on time. But still there was no news of what was happening at the check in counter. Ms. Anita has made one more trip to the counter but could not provide any definite answer. She then told me that someone will call me on my mobile.

It was already time for the flight to depart. My son and daughter appeared with their luggage at the airasia counter. They had been denied boarding.

It was explained to us by Ms. Chandana, a senior employee, that they were not allowed as the airline rule states that children below 12 must be accompanied by a person above 18. She told me that they cannot be accommodated on another flight and that I can claim for refund by going to their website and communicating with their virtual assistant AVA.

My question to the airline and their agent is :

1. Why was a ticket issued in the first place if boarding was not to be allowed? The portal classifies persons above 12 as an adult and did not ask for the age of the adult.

2. Why did the airline take 1 hour to inform the same to me? When I had first approached the airline, I was told not to worry. I could have easily arranged for an acquaintance to accompany the children. In any case, the elder could have travelled alone as per airline rules.

3. The airline says I can claim for refund but both the airline and the agent are passing the buck.

I want a full refund for the to and fro ticket and adequate compensation for the mental agony suffered by the children and us through this ordeal. Question is – what is the adequate compensation for a child’s broken heart?