Consumer Redressal

As a frequent flyer it is a common occurrence that Web Checkin facility at Air India portal(https://www.airindia.in) shows up some technical issue or other. This Saturday(19.02.2022) morning was no different. Inspite of desperate attempts web checkin for PNRs: YEV3K & JG71T for AI-781 Kolkata-Guwahati flight on 19.02.2022 was not possible. Thereafter we made about 20 calls to different Air India customer support numbers. Every time either calls get disconnected automatically in few mins OR they arrange a call back but nobody calls back. Left with no other option we were compelled to visit the Air India counter inside Kolkata Airport at around 1.00 PM on 19.02.2022. In contrast with other airlines like Indigo, Spicejet etc there was total mismanagement at the Air India counter near Departure Terminal 3C. There was no proper queue management with big crowds blocking each counter and trolleys strewn all over place making movement difficult for senior citizens like us. There were no separate counters for senior citizens and request for wheelchair was also promptly declined citing unavailability for the same!! In the absence of any coordination or supervision the entire place was in a total mess with AI counter staff shouting and arguing with each other and passengers. Any way when we somehow managed to reach the counter at around 1.20 PM, we were shocked to hear from the counter staff that boarding for the particular flight has already been closed. Since scheduled departure time for the said flight was at 2.40 PM, when questioned as how boarding can be closed more than One hour before departure, the said AI counter staff redirected us to the Counter Supervisor/Duty Manager. At that point of time the said Counter Supervisor/Duty Manager behaved in a peculiar manner, which is totally unbecoming of any frontline Airline staff. Even when repeatedly urged to sought out the issue, she pretended to be busy with other work and looked down or sideways to avoid any conversation in the matter. She did all this to procrastinate and to kill time with the sole motive to put the blame of delay on passengers. There were other passengers of the same flight who were also similarly victimized and were not allowed to board the flight inspite of reaching the AI counter well in time. The said Counter Supervisor/Duty Manager did not reveal her name upon request neither did she attach any name tag/ID card with AI uniform. The security register at Departure Terminal 3C may be checked for any further reference in the matter. The issue was taken up with AI Kolkata Airport official Mr. Partha Chakraborty over phone(6292001065) for early resolution but in vain. Air India did not even bother to accommodate the stranded passengers on different flights. This sort of malicious attitude of staff is unthinkable with any other peer airlines like Indigo, Spicejet etc. Please investigate the matter at the earliest and let us know how you plan to compensate us for the uncalled for harassment and financial loss due to few unsupervised and untrained AI counter staff. We vouch not to avail Air India services again, however we respect TATA Group and wish we get our problem solved asap with full refund and due action against the erring officials.