- Air India won t take responsibility of passengers s grievances ^Open

Ashok k filed this complaint against Air India on Jul 26, 2020

Resolution Demanded:
Replaced
Damages

This is regarding Air India ticket number ************* (Booking reference Z*H**), travelling from Vijayawada to New York via Delhi on the **th of August ****.

In short, Air India has cancelled my upcoming flight, and put me on a flight schedule where I have to wait in the airport for a connecting flight for more than ** hours! Upon contacting Air India customer service, they have given no suitable option, all they asked was to either pay more for traveling on another AI flight (connecting flight from Delhi at the same time as original schedule), or wait in the airport for more than ** hours risking my health during pandemic. Following are more details:

After a few days of booking one way tickets on airIndia website, I received a couple of emails with subject line "Schedule change - Revised Itinerary Information". To my shock, I saw that the original layover time of * hrs is now around ** hours! I have an obligation to travel as per my original travel dates, and I am not in a position to change my plans just because Air India cancels that flight, and takes no responsibility. The way they have changed the itinerary is putting me into trouble in terms of staying in the airport for more than ** hours.
So, I called customer service, and connected after wait time of ** minutes, only to be told to hold on the call for a minute and never returned back. I made numerous calls during all times of the day and night, at least ** times a day for the past three days. I was in the hope of connecting, and a few times I got connected after a wait of more than half an hour, they hear my issue, only to disconnect at some point during the call while I described my grievance - pathetic customer service. On one call they used a term called 'rerouting charges' and asked me to pay more amount in order for me to travel on another route on the original day of travel. Air India customer service has given no suitable option, all they gave was to either pay more, or wait in the airport for more than ** hours risking my health during pandemic. I am willing to change my final destination to any other airport within US and bear the cost of domestic travel myself. However, they are not willing to put me on another flight to the US which happens to leave at the same time as my original schedule and has availability as of today!
As my call was not reaching in spite of waiting, I also raised a customer complaint email (case ID is ******** ) and have not got any response till today. I am tired of following up with them, as I do not get appropriate response and have lost many hours trying to connect and describe my grievance.
If this continues I risk losing options of traveling on time, as time keeps passing and I am bound to run out of options.
I lost hope that Air India will address my grievance and I am looking for other options.
This itinerary change is not what I asked for, for no fault of mine, I am asked to spend more, or wait in the airport for more than a day. And, I am suffering Air India's so called 'policies'. I don't understand why Air India doesn't take any responsibility for its changes in flight schedules.

I am writing this post so that I can get some resolution to this issue. I hope to get response from Air India customer service and get them to value passengers' time.
I would hope readers of this post won't get into such issues by booking with Air India.

Thankyou.

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