[Resolved]  Sheikh Jamil Ahmad — Customer care - Air India

PNR: Visakhaptanam – Chennai (IC 7601): RK6Z6H
PNR: Chennai – Abu Dhabi (IX 613): IX05385189
Name of passenger: Sharad Rai

I am writing this in the hope that customer care by Air India will be taken more seriously and that hapless passengers are not made a scapegoat, especially when the passenger is not responsible for the situation. Due to the callousness of the airline manager in Visakhapatnam and his false assurance, I went through a horrible experience during my recent return flight to Abu Dhabi. (Detail account below).

However, I would like to state that, when an airline sells its ticket to a passenger, then it should also take responsibility when it fails to fulfill its duty (Delays/Non-Operation etc) and not cause further harassment to the passenger. I am aware that Air India Express is the low budget Flight operating to the Middle East, but it is still a subsidiary of Air India and I found it strange that instead of trying to get me to my destination, the manager in Chennai had to point this out to me and offer options that were neither feasible nor realistic in my situation.

The delay and subsequent cancellation of the domestic flight was due to the airline not being in position to operate its flight, which resulted in me missing my connecting flight. (This was the third consecutive day where Air India was having a problem with their flight from Visakhapatnam to Chennai. On 15th the flight was cancelled, on 16th the flight took off at 1030hrs and after flying for 25 mins had to land back to Visakhapatnam due engine problem and again took off at 1630hrs). Hence, I expected them to help me out with my situation and not aggravate the problem further and mete such treatment for no fault of mine.

The mental trauma, the loss of time and sleep and the anguish that I faced cannot be compensated in any form or kind, but as a good gesture to your customer for the inconvenience faced, it will be highly appreciated, if you could at least compensate the cost for the transport from Dubai to Abu Dhabi.

DETAILED ACCOUNT

Return Flight booked as follows:

17.10.09: VTZ (Visakhapatnam) to MAA (Chennai) with IC 7601 departure 0830 hrs
Ticket No:[protected]Scanned copy attached)

17.10.09 MAA to AUH (Abu Dhabi) with XI 613 departure 1250 hrs
Ticket No: IX[protected]Scanned copy attached)

0700 hrs: After checking in for the flight to Chennai, we were informed that flight IC 7601 to Chennai was delayed and was rescheduled for departure at 0915 hrs.

0930 hrs: Boarding finally started and then while the aircraft was still in the runway, the pilot made an announcement that there was a snag in the engine and that all passengers have to disembark. At this point we were informed that the flight would be ready within half an hour. However, this did not happen.

1000 hrs: Passengers were informed (pacified) with the information that they would be put in another flight, which was arriving from Delhi at 1325 hrs.

Since my onward flight to Abu Dhabi from Chennai was at 1250 hrs and on hearing that the next flight departing VTZ was due at 1325 hrs, I immediately went and approached the Manager on duty and requested for assistance. I was assured by the Manager that an alternate arrangement would be made and that he would inform Air India in Chennai and noted my onward flight details. Before leaving Vizag, the Manager again told me that he has informed the Air India Manager in Chennai and that I should meet him after landing there. I requested him for a copy of the communication regarding the information passed to his colleague in Chennai, so that I could show them on arrival, but he told me that he had passed the message verbally(by telephone) and I need not worry.

1450 hrs: Landed in Chennai and I straight away went and approached the Air India Manager on Duty (Mrs. Preeti.), she told me that she had not received an information from Visakhapatnam and that I should go and meet the Air India Express Manager as it was an international flight that I had missed.

So I went and met the duty manager of Air India Express (Mr. Natarajan), who told me that he cannot do anything as the delay was due to domestic flight and I should approach them. I again approached Mrs. Preeti and asked for assistance, as I did not know, who else to approach. She called Mr. Natarajan, who told her that he cannot issue a ticket for another flight as the ticket which I had bought was of a low budget carrier and that I had two options, either wait for the next Air India Express flight which was on Tuesday or buy a new return ticket from Chennai to Abu Dhabi. Both options were not acceptable to me, as I had to join duty on 18th Oct and I did not have sufficient money to buy a new ticket and since I was stranded in a strange city, where I did not have any one to ask for assistance, I was not in position to accept either of the options. After this Mrs Preeti contacted some higher officials and also made some calls to various officers on duty etc, the Air India Express Manager finally agreed to accommodate me in the Indian Airline flight IC 905 to Dubai which was departing at 2000 hrs. Since I did not have any other option, I agreed to take this flight (Ticket attached).

2000 hrs: Boarded IC Flight to Dubai, which landed at 1045hrs (UAE time) and from there I had to take a Taxi to Abu Dhabi, which is about 2 hours drive. I reached my residence at 0100 hrs (local Time) and paid 295 Dirhams (approximately Rs.3900).