Ministry Of Civil Aviation — Email Complaint forwarded to Hon'ble Union Minister of Civil Aviation with 6 reminders

Address:

110075

05.05.2017

The Union Minister for Civil Aviation
New Delhi

Respected Sir,

Sub: Unresolved Grievance

References:
1. e-tkts –[protected] &[protected]Del – Surat – Del on 21st Feb. 2017)
2. Copy of complaint filed at T-3 Airport, Delhi and duly stamped received by Duty Manager
3. Reply received from Deepika Mathur, Assistant Manager, T-3 Airport
4. Public grievance filed: MOCAV/E/2017/00536 dated 20.03.2017

The facts:
1. Passengers reached airport in time for check-in
2. Owing to long queue (since servicing of passengers of all flights is done through the limited counters available including any unserviced counter if staff does not report for duty) the passengers (with hand baggage only) requested the airline staff (Ms. Arifa) for an express check-in in view of short available time (12 – 15 minutes), a safe period for express check in.
3. The staff instead of making all out effort to see that the passengers are escorted to the counter and made comfortable for express check in asked them to stand in queue.
4. Under these conditions the passengers could not check in.
5. The total fare paid for round trip is Rs. 17, 000=00
6. The total amount refunded is Rs. 3688=00

Our request:
1. Due to deficiency in service the passengers lost
i) Rs. 13312=00
ii) Mental agony in not being able to reach their destination & commitments that they had.
iii) Time & efforts lost in explaining & filing complaint to the best satisfaction of duty manager.
iv) All associated inconveniences - local travel, calling home & destination about the event etc.

Under these conditions, it is prudent for Air India to refund full amount, though apologies have been conveyed both verbally and in writing.

We look forward to a judicious decision by the head of the airline even if it means calling passengers for any cross examination so that the picture of who is wrong is set straight.

With best regards

A. K. Dhar
F/O Passengers
Mob: [protected], e-mail: ak.[protected]@gmail.com
Address: A-504, Shree Krisshna Apts., Plot – 10, Sector – 5, Dwarka, New Delhi – 110075

Encl: a/a

NB: The file size of the complaint filed at the airport and the rsponse received being of large size could not be appended.