Location/place: Muscat, Oman
Name of company/service: Air India
To,
The complaint/grievances manager
Air India
I am Gaurav Dubey belongs to Gwalior, I would like to file compliant against your customer service providers.
My complaint is that I booked a ticket from Air India from Delhi to Muscat of 25th Jan, 2013 its ticket no. is 098-2105530163 and I wanted it to rescheduled to the next day 26th Jan, 2013. For this I called to your customer care at 022-27580777 on 22nd Jan,2013 from 10:43 pm to 11:24 pm after consuming too much time & money your customer care executive told me my ticket can be reschedule easily, it was in the category on which I will not have to pay any kind of fare difference and I need to pay only penalty amount which is Rs. 500/- to the nearest Air India city office.
So next day on 23rd Jan, 2013, i went to the Gwalior Air India city office and met with Mr. Anoop, his number is 0751-2376872 he told me you got wrong information from customer care, you have to pay Rs 525/- not Rs. 500/- and you have to pay on the day you travel not now and he called to the customer care in front of me and assured me that you have to pay on the day you travel without any kind of extra charge, on the same time I insist him to take penalty and issue me my ticket and allocate a seat for me then he told me to come next day I will give you a Memo on which I will mention all things when you will travel show that Memo & your ticket to the Air India counter on the Airport they will allocate a seat for you after taking penalty which is Rs. 525/-. I asked him this ticket is of 25th Jan, 2013, then he said they will check your rescheduling with that PNR no. J6GV0.
I went to there on the next day on 24th Jan, 2013, he gave me that Memo on which he mentioned confirmation of rescheduling only he didn’t mention any kind of penalty amount i told him to write that amount Rs. 525/- on Memo he didn’t and again I told him plz take that penalty now i don’t want to suffer any kind of problem on travelling day and allocate a seat for me but he continuously denied to take penalty from me and again assured me that he had a talk with Mr. Hemant Sahani, Duty Manager, Gwalior, on his number+91-9755510522 regarding my case and give me his number and told me if you have any problem plz have a talk with him.
On the day when I reached Delhi Airport on 26th Jan, 2013, I showed that Memo & ticket, they told me you can not travel today because you have a ticket of 25th Jan, 2013, I told them to check PNR and show the Memo on which it is clearly mentioned that I rescheduled my flight to 26th Jan, 2013, they told me to talk with Mr. Firoz Khan, Duty Manager. I talked with him he told me you can not travel because you had not pay penalty yet and there is no space in flight it is full now, It seemed as i am travelling from bus not from flight come next day there is no space. Then i talked with Duty Manager, Gwalior, as Mr. Anoop told me he know everything regarding my rescheduling case but when talked i got to know he didn’t know any thing and told me to take help from Duty Manager, Delhi, I cann’t help you. Again I talked with Mr. Firoz Khan, he continuously stick on that line you had not pay penalty yet and there is no space in flight it is full now when I insist him a lot that I have to go there anyhow on any penalty then he told me pay on the counter when i went there that counter person told me to pay that money to duty manager’s counter and in that same way they harass me to go here & there and waste my time, atlast they told me to pay Rs. 1050/- I said from the customer care i got to know penalty is only Rs. 500/- your city office person told me to pay Rs. 525/- and now you said Rs. 1050/- then they told on your Memo it is not mentioned that we have to take Rs. 525/- from you, if it would be we can take only Rs. 525/- and if you want to travel then you have to pay this otherwise you can go, I told them to put any remark on this why you charged Rs. 1050/- they didn’t listen to me. Atlast I paid Rs. 1050/-. Due to all such kind of harassment I have to face problem and delay in immigration.
Due to all this if i missed my flight, I unable to join my job on time. Only in simple rescheduling I have to suffer from this problem, I was using your services but from now i will not take any service from you and do not recommend any one to take you service. I highlighted the variation in the statements of your employees, they didn’t assist me properly and give such a bad response.
Plz resolve my issue and take action against him & refund that money that charged by them unconditionally.
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