| Complaint filed by | |
| Complaint filed on | October 29th, 2023 |
| Complaint filed against | Air India |
- Text of Complaint by Jay Parekh
My father, Anil Parekh – a senior citizen (aged 71) was supposed to board the Air India flight AI659 (eticket: 098510021762201, Booking Reference / PNR: 6VN4S6) departing from Mumbai to Rajkot on 29th October, 2023 at 6:55am.
We had booked a cab service through airindia.bookairportcab.com (Booking ID: BAC11317785710) that was scheduled to reach at our residence around 5:15am. However, we did not receive any driver details until 5:20am. Finally, after making multiple calls to the customer care, we received the driver details at 5:20am. When we called the driver, he said he had not reached our location and would take few mins. After calling him again around 5:25am, he could not identify our location even after sending him our live location on his whatsapp. Around 5:40am when we checked with him and forced him to talk to a passerby to identify his exact location, we realised he had gone to a wrong location and hence we called the customer care to cancel the booking and made alternate transport arrangements.
This entire process took up a lot of time and stress as my father is quite aged and moves slowly. Eventually after reaching the airport around 6:05am and being in a long queue he managed to get to the Air India counter and tried to check in his luggage. He was asked to go to the security check yet no one assisted him or checked the status of his flight. Due to a long queue at the security check he managed to clear it by 6:30am after which he was told that the flight was already on the runway and he couldn’t be onboarded. This was his first air travel experience and looking at his age, he was not informed about the delay at the counter nor he was provided any priority assistance during security or other processes thereafter and his flight was missed without any refund being issued.
Had the contact person at the check in counter informed him of the delay, or provided priority assistance knowing he is a senior citizen, this could have been avoided. When speaking to the Air India personnel at the counter informing them of cab delay, they simply denied that they do not provide any cab services.
I request you to consider this matter and issues a refund for both, the cab service and flight mishap
