Location/place: Patna
Name of company/service: Air India
Dear Sir,
This is w.r.to refund of partially used ticket for Ticket Nos-0982103436389(Mrs. Amrita Srivastwa,RLOC-AI ZEPFP) & 0982103436388(Mr. Rajeev Sinha,RLOC-AI J4H1Y).
The above mentioned tickets were booked from Air India Patna City office situated at Patna Airport on 9th May 2012 thru cash by me.
The entire travel plan for both people (Mr. Rajeev Sinha / Mrs. Amrita Srivastwa) was:-
10th May-AI416-Patna to Delhi
10th May-AI310-Delhi to Hong Kong (Cancelled due to AI strike)
15th May-AI317-Hong Kong to Delhi (Cancelled due to AI strike)
16th May-AI469-Delhi to Nagpur
They had travelled from Patna to New Delhi on 10th May from Air India same flight. Next flight from Delhi to Hong Kong was cancelled due to AI staff strike and it was important to travel as my sister Mrs. Amrita Srivastwa had an appointment with Doctor on 11th may in hospital at Hong Kong hence they have insisted AI staff at Delhi Airport to travel on the same day with another flight. After two hour of discussion they agreed for another flight i.e. they had arranged (around 11.20PM) their travel thru Jet Airways flight no-9W0078 which was scheduled for departure at around 11.35PM and at that point in time immigration was not done.
Due to delay in travel confirmation (By AI staff @ Delhi Airport) & at immigration counter, flight got departed at its schedule time and hence both people was not travelled thru Jet Airways Flight No-9W0078, which was actually exchanged by AI with Jet Airways.
In the meanwhile controversy arises by immigration officer on Mr. Rajeev Sinha’s passport at immigration counter due to blurred passport. Officer clearly told Mr. Sinha that he can allow but Hong Kong immigration officers will send him back to India i.e. they will not allow you on blurred passport ground. The couple was travelling first time abroad hence they had not taken any chance and finally decided not to travel to Hong Kong.
After decision of not to travel, they had requested Jet Airways people to cancel their boarding pass. JA staff taken both boarding pass, cancelled it but returned only one which was of Mrs. Amrita Srivastwa i.e. they had not returned the cancelled boarding pass of Mr. Rajeev Sinha and also instructed them to deal with AI staff for further cancellation or refund of money.
After instruction given by Jet Airways they (Rajeev & Amrita) met with AI staff at Delhi airport for cancellation and refund of money then AI staff asked them to go to AI main office at Safdarjung, New Delhi for any further enquiry.
Both people were supposed to return to Nagpur on 11th May thru early morning flight but due to this drama @Airport they booked hotel for one day as they need to cancel their tickets at Safdarjung main office, as instructed by Air India Staff @ New Delhi Airport.
Next morning i.e. on 11th May they went AI main office at Safdarjung for cancellation. After 4-hour of discussion AI staff (Mrs. Narula, Reservation Officer) told them that this ticket can be cancelled only at Patna AI city office.
Both passengers had spent around Rs.13000/- which includes one day stay in hotel & food for cancellation of their tickets in delhi itself.
During cancellation of tickets at Safdarjung AI main office i found nobody has a proper knowledge of cancellation of tickets/Processes. Rather resolving the issue everybody was passing ball to different people within the same organization for resolution.
In the meanwhile I went Patna Airport and met AI officials for resolution but they had clearly told me that once they will see the entire tickets with cancelled boarding pass then only they can commit anything about refund.
After discussion with AI official at Patna Airport I had instructed my sister Mrs. Amrita Srivastwa and Brother in law Mr. Rajeev Sinha to courier all the required documents on my address so that I can submit it to AI officials at Patna Airport in originals with authorized letter for refund.
I had received the courier on 29th May and went AI city office at Patna airport for document submission. At AI ticketing counter I met with Mr. Gautam Banerjee and described all the details, requested for refund. He directly denied and clearly told me that he has no knowledge of this case and instructed me to talk to reservation officer Mr. S.K.Baghe (Station Manager).
After 3-days of regular follow up and visit at AI city office Patna I was somehow able to meet Mr. S.K.Baghe (The Station Manager), described all the details to him. After understanding all the details he instructed me to meet Mr. Amar Sahay (as he has sufficient knowledge) for refund.
On that day I was not able to meet Mr. Amar Sahay as he was on mid day leave. Again I went to Mr. Baghe and asked about final proceedings for refund then he told me to send a mail stating all the details as he was not ready to take my request on paper.
Now I have few queries in my mind and looking for proper justification: —
(1) Why AI staff not co-operated at Delhi Airport during exchange of tickets & transit?
(2) Why tickets were not made open if passenger not travelled thru Jet Airways?
(3) Why cancelled boarding pass of Jet Airways for Mr. Rajeev Sinha travel has not handed over?
(4) Why AI staff told them to go to Safdarjung AI main office for refund as they have no idea and who will bear the monetary loss of Rs 13000/- due to improper guidance?
(5) Why tickets were not cancelled at AI Delhi office whereas the ticket was booked at AI city office counter only?(Please provide your rule book)
(6) Why AI Patna officials had denied accepting all the physical documents required by them for refund?
(7) Why a customer should suffer due to lack in knowledge domain of processes?
(8) Who all are responsible for this kind of Physical & Mental harassment of customer?
(9) When do I get my refund money back?
Requesting you to please look into the matter and do justice to me as I feel unattended and cheated.
Regards,
Anup Kumar Srivastwa
7250864732
Patna
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