[Resolved]  Sheikh Jamil Ahmad — Denial of boarding pass for valid e ticket

Address:

Delhi

I went to Vancouver and participated in The international conference INPC 2010 organised by TRIUMF in UBC, Vancouver, Canada. The onward journey from Delhi to Vancouver via Frankfurt, and Toronto was completed without any incident.

During the return journey, from Vancouver on reaching Frankfurt inter-national airport Air-India (AI) counter via Toronto, i was told on 14th July 2010, that the eticket (ETKT 014 [protected]-86) is not giving full itinerary of travel in AI database. AI staff asked me to contact the Air-Canada (whose office is outside security check area in Frankfurt international airport) for resolving the problem. On my query the Air-Canada vouched that my eticket is proper & valid. After doing security check again and going to AI counter, they maintained that the problem persists.

After lot of discussions, AI staff went to Lufthansa (by which I flew from Toronto to Frankfurt) counter who expressed their in-ability to resolve the problem. Later AI staff went to Air-Canada who showed that their database shows the itinerary in full for the entire travel from Vancouver to Delhi via Toronto and Frankfurt.. This ordeal of running between AI & Air-Canada went on for few hours which ended in NIL result. The AI staff gave coupons for lunch, dinner & breakfast as the transit visa for a day was not available.

The next day with the same air ticket AI managed to give boarding pass from Frankfurt to Delhi without any fuss in the same flight. This kind of harassment (staying overnight in Airport) to customers does not promote your business.

I gave this complaint to Air Canada, Air India. When Air India kept silent on the complaint, i give below the response of Air Canada

[protected]-----
Dear Mr. Muralithar

We thank you for your e mail of the 19th July 2010 which I have read with a great deal of interest and concern. Please accept our sincere apologies for the inconvenience caused to you at Frankfurt airport.

I have thoroughly checked your flight records and itinerary and everything is in correct order. I do not understand as to why Air India in Frankfurt did not accept your for travel. We take matters such as this very seriously indeed and I have therefore forwarded your e mail to the appropriate departmental manager for their investigation and for an internal review. We need to avoid a re-occurence of such a matter.

On behalf of Air Canada please accept my apologies for the disappointment and inconvenience you experienced on this occasion and we do hope we can welcome you back on board our flights in the not too distant future when we can prove to you how pleasant and trouble free it can be when you fly with us.

Yours sincerely,


Joy Hamerton
Customer Relations Department
[protected]-----

regards & thanks

murali