Air india - Loss of money irresponsible customer service

On **th December,**** I was going to fly with Air India from Lucknow to Leh via Delhi.
My pnr number for the same was JVKLF.
At ****h on **th I decided that I could not fly that day ( dur to personal reasons) and tried calling your airline's customer service.

My father being an army officer was assigned to step forward on the borders due to the crucial situation between India and China and with that I had to shift/ reschedule my flight for **th December, i.e the next day.

I talked to * representatives of yours (attaching my call details below), where I was given * different statements by them. The statements are as follows:

*. Ma'am, there is no flight available for tomorrow.

*. Ma'am, rescheduling can be done at no extra cost, would you like to book it? When answered yes but I'll have to call you back since I would like to discuss it, I was told that it can be done easily.

*. Ma'am, rescheduling can be done at ₹**** penalty. This statement was made by an employee called Shruti, who connected me to a Senior agent who never bothered to pick my call.

*. Ma'am, with your ticket being on a defence discount we are not able to access any further flights for you for tomorrow and hence it can only be rescheduled after * days.

*. Ma'am, there is a flight from Lucknow to delhi but there is no flight from delhi to leh on **th Dec or **th Dec.

*. Ma'am, you've web checked in and I will try and undo it, ** mins after keeping me on hold the guy says sorry ma'am I cannot undo it and with that you've exceeded the * hour window before your flight for rescheduling your ticket. Sorry we will no longer be able to help you. This was the last call made at *:**pm **th dec where it went up to holding till *:**pm and then I was told that I could not be helped any further.


Air India's customer service has been extremely disappointing and very honestly I feel that they have no regard for *. Their customers and *. For people who protect the country and them by risking their lives and their families who are helpless.

In the time of need when I actually wanted to be there for my family I could not be.

And to put it into your notice I did fly with Air India on **th Dec. at the same time from Lucknow to Leh via Delhi, with my PNR no. JT*** (attaching my ticket below). Had there been no ticket available please let me know how did I manage to fly that day?

It costed me around ₹**,*** to just fly one way with your airline. I'm sure you don't realise that because obviously it is an advantage for you since you ended up getting an extra amount in your account by troubling the shit out of people.

Secondly,
your customer service wasted a good window of * hours where they could easily reschedule my flight but instead chose to put me through a tough time with different senior agents who never attended my call and eventually the call would end automatically.

Thirdly,
I would like to suggest you that if your customer service employees have no idea about the airline's guides and t&c then please you need to check such training methods.

I look forward to hearing from you with a positive solution for this scenario and I believe you will do the best you can to help in the amount of money I've lost and the unbearable stress that I've faced due to your employees.