| Complaint filed by | |
| Complaint filed on | January 9th, 2023 |
| Complaint filed against | vistara airlines |
- Text of Complaint by Lathika
My parents were travelling from Mumbai to Coimbatore in 11:55am ‘s Vistara airlines on 09/01/2023 . We had opted for wheelchair assistance well in advance and received a mail confirming the same. Checked with customer care service of Vistara about the nature of service provided and checked repeatedly with them will there be any difficulties in their travel. Each time they assured there won’t be any problem and there is no need to go for any paid service. We reached the terminal 2 of Mumbai airport at around 9:45am. As per the instructions given in the mail regarding wheelchair assistance, we tried to call in the extension of Vistara from the booth at gate#4. As there was no response, we tried to call from booth in front of booth 5. From the other end they said wheelchair assistance will be provided in ten minutes. Next 40 minutes we waited and in between called Vistara airlines customer care also. It was a terrible situation as web check in was not available as we opted wheelchair service so each passing minute was increasing our stress. First time (at 10:05am) we didn’t get much help. Second time when tried (at around 10:26am) the executive tried to help, holding the line for around 20 minutes. As per her suggestion we tried to contact the airport authorities through the booth telephone line but no one picked up the call. Then the customer care executive of Vistara gave chief medical officer’s phone number and meanwhile an airport employee also tried to help us calling the assistants. As we were calling the chief medical officer we saw a wheelchair being brought by a man followed by a lady. The lady was not feeling apologetic rather showing attitude, said talk to the wheelchair assistant and simply walked away. We had booked for two wheelchairs but they brought only one and my mother was forced to walk inside. More than 1hrs they were made to stand for no reason. We received the wheelchair (one in place of two registered)at around 11am.If this is the service that the senior citizens of a country are getting from a prime airport very pathetic is our country’s status.
