AIr India - Non Issuance of Boarding Pass

I had an extremely upsetting and lamentable experience with Air India with regards to issuing of my boarding pass for my tickets booked from Mumbai to Riyadh on **th July ****.

I got into Mumbai airport as per the three hour prior schedule and was waiting at the queue for collecting my boarding pass. During the course of transit the binding of my passport split at the spine unintentionally, leading to separation of my inner page booklet from the cover without any tampering to crucial information on the first page, the name, passport number, photograph or any information or page loss( image of damaged passport enclose). When I produced the passport, was duly informed about the passport damage and airlines per-se do not have any issue with the passport but its the immigration officials who would object.

Thereby as directed by the airline, I proceeded towards the immigration department where to my rude surprise, the security at the immigration office refused to let me in and asked me to get assistance from Airlines representative.

Along with my two year old daughter had to revisit the booking counter asking for help to which I believe the airlines should understand such basic courtesy protocol. However, later, a representative was kind enough to assist me in co-ordinating with the immigration officer.

As explained to the immigration official of my Visa getting expired the next day, they asked me to staple the booklet, collect my boarding pass and revert back to the immigration officer personally for signing an undertaking, which I was willing to undertake. However, to my surprise post immigration approvals, at the booking counter the airlines changed their initial stance and refused to issue me a boarding pass stating that the airlines would be blamed for any unto incidence at the destination airport.

All along I had a two year old toddler in my hand and was not allowed to take any help from my family members. The airline officials misguided me leading to huge loss of time , made me insanely run around back and forth from booking counter to immigration office and finally denied to issue me a boarding pass.

I feel It is fair of me to ask the airlines to refund the entire amount of the ticket for all the callous attitude & distress caused.