Air India Express - Regarding Poor Service and Lack of Communication

I am writing to express my extreme disappointment and frustration regarding the experience I had with my recent booking on flight IX *** with booking ref YVCK*L scheduled for **th June **** at **:** hours from Riyadh to Hyderabad. My family (* adults, * children, and * infant) and I had checked in online ** hours prior to departure, as we wanted to confirm our travel plans and avoid lengthy processes at the airport. However, the lack of communication and support from your airline caused significant inconvenience and stress.

When the ticket was booked, the departure terminal mentioned on the ticket was T*. Upon arriving at the airport at *:** PM, after a **-minute journey through heavy traffic, I discovered that Terminal T* was closed for maintenance. I was then directed to Terminal T*/T*, which consumed an additional **-** minutes as I navigated with my children. Once I reached the terminal, I struggled to locate the counter. After asking around, I was informed that I needed to go down via an elevator to find it. Despite managing to reach the crowded elevators and making my way down, I found that the counter had already closed at **:**.

To my shock and dismay, there was no Air India representative available to assist or provide guidance about boarding or next steps. In a state of panic, I approached airport authorities and explained my situation. They attempted to contact the ground staff (Salman and Abdul Rahman) on my behalf. After **-** minutes of unanswered calls, they finally responded only to say "SORRY" and informed us that boarding was closed before abruptly ending the call.

This experience was deeply disappointing and unacceptable. As a service provider in the hospitality industry, it is your responsibility to ensure proper communication with passengers, especially those who have already checked in online. There was no prior notification via email or any other means about the terminal change or instructions for boarding. This lack of communication left us stranded and caused immense stress for me and my family.

Additionally, I incurred significant financial losses due to this ordeal, including transportation costs to and from the airport and other related expenses. Beyond the monetary loss, the emotional toll of this experience—especially with small children involved—was overwhelming.

As a frequent flyer with Air India, I expected better treatment and service. This incident has left me deeply disappointed in your airline's operations and customer care. I urge you to review this matter urgently, investigate the lack of communication, and take responsibility for this situation. I also request appropriate compensation for the financial loss, time wasted, and mental stress caused by this incident.

Please note that there is CCTV footage available at the airport that can verify my presence and the difficulties I faced trying to locate your counter. I hope you will address this issue promptly before I escalate it further to higher authorities or share my experience on social media platforms.

Looking forward to your prompt response and resolution.

Sincerely,
Iqbal Ahmed
Booking Reference No.: YVCK*L
Email: Iqbalahmed***@gmail.com
Mobile No. +*** ** *** ****, +** *** *** ****