| Complaint filed by | |
| Complaint filed on | January 13th, 2024 |
| Complaint filed against | Air India AI 671 |
- Text of Complaint by Deepa Puthayathu Eldhose
Subject: Request for Compensation
Dear Mumbai Airport Services,
I trust this email finds you well. I am writing to bring to your attention the challenges my children and I faced during our recent journey with Air India (MCT-MUM-MADURAI) and to express our gratitude for the understanding in adjusting our return ticket.
The flight from Muscat to Mumbai provided satisfactory service, and I appreciate that. However, I encountered an unexpected and disappointing situation during my layover in Mumbai due to a lack of coordination and service from Air India and its staff.
Upon arrival, we were instructed to drop our baggage for security checks. Unfortunately, during this process, the security personnel asked for our hand carry items, causing a delay in our boarding. We had already informed them that the boarding had commenced. We did not receive any notification or call regarding our flight
Despite our efforts, it seems that the security personnel failed to communicate our presence to the Air India staff in a timely manner, and conversely, the information from Air India staff to the security personnel was not effectively relayed.
This lack of diligence and communication resulted in a frustrating delay and an overall unpleasant experience.
The delay caused by the security check incident in Mumbai not only resulted in a considerable waste of time but also incurred substantial financial losses. Despite the pain and suffering caused by this unexpected situation, we were left to deal with the repercussions of missed connections and additional expenses. Despite approaching the guest service of Air India to seek assistance regarding the delay and related issues, our experience was unsatisfactory. Instead of providing a resolution or support, they took the unexpected step of canceling our flight.
This decision added further frustration and inconvenience to our already challenging situation. Despite the possibility of being accommodated on the next available flight, the guest service of Air India chose to cancel our flight instead. It is disheartening that a more practical solution, such as boarding us on the next flight, was not considered. I hope that Air India can reassess their policies to ensure better customer service and more thoughtful resolutions for passengers facing unexpected issues. We had no other choice but to avail the next flight that of Indigo services
Upon arrival in Mumbai, we found ourselves in an unfamiliar place, and unfortunately, there was no assistance available, making the situation more challenging for my children and me. The ticket we had booked was for a domestic flight in Terminal 1, adding to the complexities of navigating through an unfamiliar airport.
Regrettably, we were not prepared for the unexpected trials we encountered, leading to financial constraints as we did not have enough money to navigate through these challenges. The domestic flight allowed luggage of 15 + 7 kg per individual, a significant reduction from the 30 + 7 kg we had when boarding from an international location. Due to these restrictions and financial limitations, we had to dispose of our luggage at Mumbai airport.
The total travel duration was approximately two days, making this experience particularly difficult for us. Despite the hardships faced, we appreciate Air India’s understanding in allowing us to return with the same ticket, and we apologize for the delay in filing this complaint.
Considering the financial losses incurred during this journey, we kindly request Air India to consider providing a compensation amount for the overall inconvenience caused. We understand that unforeseen situations can arise, and we hope for a fair resolution to address our concerns.
I believe I have attached the necessary file for inspection. If there is anything else required, please feel free to inquire
Deepa P Eldhose
+968 94056546
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