Air India - Paid Service not provided

Hi,
I am reporting this issue on behalf of my in-laws. It has been over *.* months since we have been denied the purchased service by Air India. The details are:-

*. We purchased * tickets and paid additional money to reserve special seats for my in-laws. This is because they are old (father -in -law = ** yrs and mother-in-law = ** yrs); and they are not ambulatory. Father -in-law had a major heart surgery.
-Ticket Details, Special Seats purchase Doc # available.

*. On the day of travel, they were denied the special seats. No reasons were provided. In fact, they were lied that the seats being offered are the similar. Note that this was not the case. My in-laws repeatedly voiced their concern; which was ignored. No explanations were provided for the denied seats (for which we paid!). To add to their surprise they were not even offered consecutive seats!

*. On Jul **, **** We called the customer care line at **** *** ****, and on their direction sent an email to: call.del@airindia.in, call.bom@airindia.in, ecommerce@airindia.in. We got a reply from call.bom@airindia.in that "the case is being investigated".

*. Not hearing back until **/**/** **:** PM; we sent another email. We got the same reply.

*. Not hearing back until Jul **, **** at *:** AM; we sent another email. This time no reply at all!

*. So we followed up on Jul **. This time (on Aug *, ****) they wanted our tickets and the documents!

*. On Aug *, we sent all the documents; and then it went all silent!

*. In the meantime we called the customer care line a few times. But to no avail!

*. Last time we emailed, there was no reply!

Overall, the entire process has been harrowing. Air India does not care to resolve the issue and is blatantly in violation of their terms.

We have all the necessary documents starting from the air-ticket to all purchase documents and the conversations. Kindly note, in addition to all our time Air India wasted, they have not even returned our money for a service they did not provide.

We are pursuing one last effort to see if this gets resolved amicably. After that we will seek legal representation. Hope to get some help here.

Thanks.