[Resolved]  Sheikh Jamil Ahmad — A nightmarish experience on Air India flight – family off-loaded from the flight: case at the consumer forum

Address:

Delhi

I would like to lodge a formal complaint against the treatment meted out to me and my family, and the extra amount that I was made to pay.
I had checked with Air India’s safdarjung airport office in New Delhi whether the airlines will allow us to take our small pet (Pekinese breed) with us in-cabin. In two visits, we were told that it is allowed subject to the pilot giving the permission. I therefore booked my family and the pet on flight AI 380 on Jun 20th from Delhi-Singapore.
I reached 3-1/2 hours before the flight departure to complete the formalities. I checked into the flight, the staff examined the pet and asked us to wait for the pilot to arrive. I kept checking repeatedly with the staff if the pilot had arrived, and was told that he was yet to arrive. 45 minutes before the flight departure, I was suddenly told that the pilot had already proceeded to the aircraft. I was then escorted by a ground staff member, went through the immigration process and proceeded to the boarding gate. On arrival at the boarding gate, the staff asked us why we had come to the Boarding gate at all, and that pets are never allowed in-cabin in international flights ! One of the staff members was rude.
Our boarding passes were then cancelled, and it took us two hours to cancel the immigration process.
I asked the staff to mention in the PNR the reason as-to why we could not travel. Next day, when we booked the same flight, we were charged extra amount of Rs 28000/- !
Due to the callousness of the AI staff, I suffered heavy damages since I had spent USD 1800 (~ Rs lacs) in completing the formalities for importing the pet into Singapore.
I also lodged a complaint in writing at the airport on jun 20th, but no one has bothered to revert to me.
I would like to inform you that I intend filing a case against Air India at the consumer forum, and will use the social media to publicise the way AI staff handled this issue. Following is a summary of my grievances:
• Why did the ground staff not tell me that the pilot had arrived and proceeded to the aircraft
• Why was this told to us at the last minute when aircraft was ready for departure, and we were offloaded WITHOUT being given the option of carrying the pet as excess baggage in the cargo
• Why did the staff ask us to go to the boarding gate only to be rudely told why we had come to the boarding gate, and being incorrectly told that pets are not allowed in-cabin on international flights
• Why was I asked to pay Rs 28000/- extra for taking the flight next day
• Why no one has bothered to revert to me even though I lodged a formal complaint.
I have suffered a monetary loss of Rs 1.3 lacs, apart from tremendous mental agony. I am proceeding to file a case at the consumer forum. I expect Air India to compensate the monetary loss, and take action against the staff who misbehaved on June 20th 2013.
Regards

Parag Agarwal