- Airindia Unable to book the flight because of problem in customer support system ^Open

Girish kumar chellangi filed this complaint against Air india on Aug 09, 2021

Resolution Demanded:
Replaced

I have booked the ticket for my spouse and kid from Visakhapatnam to London ( via Mumbai ) .
Following are the details
Passenger Names : Sanxxxxx Rxxx, Sxxxx Jxxxxx Chxxxxx
PNR: Z*TLB
Ticket No: *************
Travel Date : **th August

Due to some miscommunication my ticket has been cancelled and an open ticket issued. .
To get the re-issue of the ticket I contacted the customer support and waited in the call for *hrs of time and he tried to help and was ready to re-issue the ticket. But unfortunately the call was disconnected.

Calls to customer service is the only way to make the ticket re-issued. I have tried to contact the support multiple times. Sometimes after connection it goes to IVR again, sometimes it is getting disconnected. * days ( *th Aug, *th Aug ) I spent around **hrs on the call just trying to speak to them. I was successful twice but before the reissue of the ticket call getting disconnected or redirected to the feedback system. I ended up losing the customer support call and the price they offered for the re-issue of the ticket because of the air india customer support system.

It will take at least an hour to connect to support. Sometime they are ( customer service executive ) saying they will discuss with the supervisor then suddenly call going to the feedback system / getting disconnected.

Initially I was offered a free reissue of the ticket , once they asked me to pay **k for the re-issue. but now when I called they asked me for at least **k. It is because I was dropped from the calls and i am unable to connect to the customer support with no reason.

I dropped multiple emails but i didn't get any response.finally when i raised the complaint in resolver.co.uk one of the airindia executive in the uk responded and i requested her to find the ticket with less price. She managed to find the ticket on *th September and i paid ***£ for re issue of the ticket.

My spouse and kid has to travel in August month because she is pregnant.

What's my expectation ?
Please reissue the ticket anytime between **th-august **** - *st September ****
My wife is **-weeks pregnant and she is travelling with kid. She needs a wheelchair option as well for the trip.
If they re-issued on the first call with customer support it is just free for me. It is a problem with the customer support system. Even if we connected after a long wait it keeps on disconnecting. At least they should call me back.

When i connected once i was assured a call back using following case id
******** but i didn't get any call back from the ticketing department.

Please contact me / spouse for any more information

Thanks
Girish kumar Chellangi

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