[Resolved]  Sheikh Jamil Ahmad — Mishandling of the transit passengers

Address:

Maharashtra

We would like to bring to your notice the extra ordinary ordeal we have put through by the Air India staff on our arrival at Mumbai Airport on January 8, 2013.
We boarded the flight AI 144 from Newark and where heading to respectively destinations within India with the transit point being Mumbai. The flight had to be diverted to Vienna, Austria due to an emergency. A Senior Citizen on the flight was seriously ill and the doctors on board determined that she needs urgent care to revive her and hence the captain informed us that the plane has to be diverted to Vienna. Although the initial instructions were that the delay would be about 40 min, it took over a few hours.
On arrival at Mumbai, we learned that our connections were missed and we have to complete the custom clearance at Mumbai and Air India ground staff has already made the arrangements for our travels to be booked on the next flight to our respective destinations.
The Ordeals start from this point.
We obliged by the staff and cleared immigration and headed to collect the baggage. To our dismay the baggage did not show up on the belt. We reached out to the officer at the baggage area and he was very apologetic for the inconvenience (Air India needs to commend such employees who are the real face of the airlines). He arranged for collecting and identifying the baggage. Finally they were placed on the conveyor luggage belt. He also mentioned that a staff by the name Mr. Pillai would be helping us to check-in our luggage after custom clearance is completed by us. He would also coordinate the efforts to arrange for accommodation for the stay until our flight that we would need to board in the morning.
Once we checked-in the luggage, Mr. Pillai instructed and directed us to board the shuttle to the domestic terminal and our lounge facilities would be available to us. Mr. Atma at the international terminal told us that the lounge facilities would be provided at Domestic Terminal. To our dismay, we did realize that all the staff are disconnected and they do not know their responsibility. Firstly we do not see any accountability whatsoever.
We (all the passenger on transit) headed towards the duty officer office at the domestic terminal. We met with him and mentioned to him the instruction we had from Mr. Pillai. Even without leading his ears and having a patience to hear what we have to say, he went ahead and said and quote “I cannot do anything for you, please wait for your flight”. It is at this moment that frustrated transit passengers including me had to educate him on the responsibilities of a duty officer and told him to show some apathy towards the troubles the passengers had to put through.
We requested him to help us out and he told he has nothing to do with the instruction send from the international terminal as his responsibility is only for the domestic terminal. He had the attitude problem and felt his stand was “What is it for me?” Neither of the passengers are his family or friends for whom he should really care. If such people are running the activities of the duty officer, Shame on your airlines. You make India not an “Incredible India” but rather a “Lousely place to begin with”. As an India, I feel very insulting that due to airlines like yours, you tarnish the image of India. I had two foreigner who were part of the complaints we had lodged at your office (not sure even if it was brought to your attention until now, but rest assured, you will find this ordeals on major network and news & social network channels within a week). I had to go an extra step and being apologetic to the foreigners for the failure of Air India.
On yielding to pressure from the transit passengers, we had made the Duty Officer Leedhar Valvi get in touch with concerned authority to arrange us with the lounge facilities. With no one feeling responsible from Air India, we decided to ask the contact numbers of the DM of the International Terminal Ms Devta Kohli.
We shared that to the duty officers that the passenger included couple of senior citizens, one pregnant lady and 2 infants.
Finally one of the passenger got the contact details of the DM of International terminal Ms Devta Kohli and spoke to her. What she shared was the most absurd statement from the head of such a facility and I quote “Your fares do not qualify you for the accommodation”. We are not sure how she could make such a judgment without knowing the passenger particulars. If she feels that the passenger should be stranded since none where her family members, have her suspended from work for her actions.
We also had 2 passenger who were travelling business class who were not being provided accommodation. It is not important whether we travelled Business or Economy. We were travelers on Air India and we shouldn’t be treated the way we have been. Show apathy to the very people who bring business to you and pay your salaries.
Through this letter, we like to see a full investigation into the matter and also compensate the travelers for the misconduct on the part of Air India. We are strongly united to get this issue to the media and Secretaries in the Ministry of Civil Aviation.
We also are filing a law suit against Air India at the New Jersey Courts to claim damages for the trouble you have put us through. All travelers who have purchased their tickets via AMEX, VISA, and MASTER CARD would initiate a litigation against you.
United we stand divided we fall. We will see how you respond and treat further customers of Air India.
We anticipate that we would get acknowledge to this correspondence and you will launch a full-fledged inquiry. In our compliant we have provided the contact details of all the affected passengers who lodge the complaint.
We would be releasing the copy of the complaint form in 7 business days if you do not respond to this letter.
Please note that Air India put us through lot of mental agony, inconvenience due to the delays and the treatment mented out to us.