Mr Jayanti Chouhan & Ms Julita Hille — Delayed flight - no customer complaint staff

Address: B93 8BS

Dear Mr Shri Ashwani Lohani Chairman and Managing Director Air India Ltd. I would like to file An official complaint about appalling mishandling of a flight from Birmingham to Kathmandu on the 1st November 2011, flight numbers Air India 114 and 215. We were treated – inhumanly – without any customer relationship – No Air India staff were to be found to handle our complaint very poorly on the mentioned delayed flights. 1) No Food Vouchers 2) No Flight - delay Information 3) Air India has sub contracted ground – air port handling to third party As an airline you are obliged to care about your passengers during the delay. First of all, during the delay caused by the bad weather in Birmingham the airline didn’t even bother to offer any refreshment or even a bottle of water until next day, which is in breach of Article 9, Right to Care (Regulation (EC) No 261/2004). We had to wait for hours without any information or apologies. It was not a single authorised person who could hand out a written statement about the delay, we as your passengers are entitled to, which could be used as a proof to support claim to financial compensation within the legal framework of the EC Regulation 261/2004 and which is also a breach of Article 14 Obligation to Inform Passengers of Their Rights of the mentioned above regulation. On top of that, one of our checked in suitcases did not arrive it Kathmandu on arrival of our flight on the 3rd of November 2015 and we were forced to wait until Thursday, the 5th November 2015. And again, it was not a single Air India representative to notify at the airport about the delay or to hand out and fill in a “Property Irregularity Report” which could give us rights to claim our expenses. It was not a single staff member to offer any reasonable assistance or discuss the situation with the customers such as how you would deliver my bag, or how long it would take from when the bag arrives on a flight to when it is delivered to our place of stay. Instead we were advised by the airport staff to come back to the airport in the afternoon on the 3rd of November, then in the morning and again in the afternoon on the 4th of November and, again, on the 5th of November 2015. Arriving at our destination without luggage was a great inconvenience. It meant that we did not have most of our essential items for our once in a life time tracking trip to Mt Evarest Base camp and, as a result, we have to buy our tracking gear locally and we had less money than anticipated to spend on other activities we planned during the course of our stay in Nepal. It also meant that we had to waste time on our trip while replacing some of delayed items and we had to postpone our other planned activities. It was very stressful trying to sort this out when we were in Kathmandu, especially without any assistance on the part of Air India. Under the Montreal Convention (1999) we would like to claim compensation for our delayed flight and loss of our luggage and expenses as listed below. The cost of replacing essential items whilst luggage was delayed: - Taxi to buy essential replacement items - Clothing - footwear and all tracking equipment - Medicines one of the most Important item to have due to the Altitude sickness - Sanitary products - Travel to the airport to collect luggage (4 times) - Delayed further travel and necessity to stay in Kathmandu which coasted additional extra expenses for the hotel and food - We enclose available copies of receipts for replacement items along with any necessary purchases and costs incurred as a result of the lost bag. Please do not ignore this letter. We would like to try to resolve our dispute without court proceedings and legal costs. Please reply in the next 14 days, so that this dispute can be resolved as set out in this letter. We are sure it will not prove necessary but if we do not hear from you within 14 days then we will raise a complaint with the Civil Aviation Authority and progress further, if necessary, until this matter is resolved. We look forward to hearing from you within the next 14 days. Yours sincerely Jayantilal Chouhan Julita Hille PS I will never ever fly with Air India even if Air India offers me a FREE ticket. I am Indian and extensively travelled in my life to all parts of the world but I must say that Air India has shamed me for LIFE.