Denied Boarding due to pet
9 months ago
1. I was denied boarding with my pet on Air India flight AI 877 Delhi to Vizag on 30th June 2023 which was scheduled to depart at 1050hrs, despite reporting before time at 0840hrs. Their policy has loopholes which they exploit very well here. According to their pet policy, only two pets can go in a flight (one in business class, one in economy) & in all economy flights (one only).
2. But the worst part is, for the passenger, he/she has no way to check that another pet is onboard on that flight or not, while booking the flight. Had there been such an option available online on their website to check, I would've been very careful & would've booked a flight that had assured space for my pet. But a passenger will only get informed about another pet onboard when he/she reaches the check-in counter by the ground staff. Air India has not made any system for it to do so in advance online.
3. When I reached the check-in counter, only then I was informed that the flight I booked was an all-economy flight (one pet allowed) and a pet was already onboard. So, I got this shocking information just 2 hours before my flight.
4. They denied me from boarding the flight and they did not reschedule my flight, telling me to wait giving me hope that something can be done.
I kept asking the ground staff every 15 minutes about the update on it. I got no answers.
No answers until it was 1030hrs (half past the boarding time), I ran and asked the lady in grey suit about the update, she said that the pilot denied it long ago (they intentionally delayed telling me). I asked her why didn't she inform me earlier about this so that I could've rescheduled my flight!? What should I do now? She just didn't bother informing me in time and said "I don't know". The ground staff was unbelievably unhelpful, foolish, rude and insensitive. Then asked me to book another one.
I booked immediately and boarded another flight which departed in the same afternoon.
5. I was given a compensation of only 739 INR, 16 days after registering the complaint with AIR INDIA.
Document the incident: Make sure you have all the necessary documentation related to your denied boarding, including boarding passes, receipts, and any communication you had with Air India staff. This evidence will be helpful if you need to escalate the matter.
Contact Air India customer service: Reach out to Air India's customer service department and explain the situation in detail. Provide them with all the relevant information and express your dissatisfaction with the handling of the situation. Ask for a resolution or further compensation.
Escalate the complaint: If you do not receive a satisfactory response from customer service, consider escalating your complaint to a higher level within Air India. This could involve contacting a supervisor or manager who may have more authority to address the issue.
Regulatory bodies: If you are unable to resolve the matter directly with Air India, you could consider filing a complaint with the appropriate regulatory bodies or consumer protection agencies. In India, you may reach out to the Directorate General of Civil Aviation (DGCA) or the Consumer Forum to seek their assistance.
Legal advice: If the compensation and resolution offered by Air India are not adequate, you may want to consult with a lawyer specializing in consumer rights or aviation law. They can provide guidance on your legal options and advise you on how to proceed
Avni [email protected]
Replied 9 months ago
I tried consumer forum, they just responded with regret of inconvenience caused but my money was not refunded anyway.
Avni [email protected]
Replied 9 months ago
I also mailed senior officials of dgca, no response there too
From the contents of your query, it does not transpire what kind of releif you need for the cause of embarrassment and harassment that incurs financial loss to you for the deficiency in service on the part of Air India. However, in the given situation, a complaint u/s.35 of the Consumer Protection Act, 2019 may be filed against the Air India for deficiency in service claiming compensation for harassment and mental agony. You need to consult with an Advocate for guidance and steps.
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