Air India
Reviews and Complaints

Dear Sir,

On 4th December, 2015 I wrote an email to Air India customer care claiming my missing miles for 6 trips. There was no response and I again followed-up on 13th December, 2015. Still there was no response till date.

After waiting a lot, on 13th March, 2016 I escalated the matter to Nodal officer Mr. Vivek Sharma but there was no response till date.

I wrote to Appellate Authority Mr Sanjiv Kumar and again waiting for response.

Their entire team is sitting idle and not entertaining their customers' request.

Please do needful.

Thanks in advance,
Chandranath Mondal

i travelled Mumbai Delhi on AI 101 16th Jan 2016, landed at Delhi 17th Jan 12.00 a.m., i was with family with 5 bags, 3 bags badly damaged, one bag had minor damage [ repairable] so i went to baggage services & reported the damage, they gave me damage report for 2 bags & said i could repair anywhere at bag shop who would provide bill & claim the same from air India ticketing office in cash. On return to Mumbai i could get only one bag trolley assembly repaired the 2nd bag beyond repairmen have sent several mails & every alternate day calling air India Delhi, Mumbai as to what compensation i will get for bag that cannot be repaired as per IATA & other international baggage rules, there is no response at all from air India, i flied a feedback complaint with all photographs & ness. documents to prove my bag is beyond repair they have no response system since Jan 2016 i am following up with them.

due to damage to main trolley assembly damage i had to carry my heavy bags on my entire vacation in himachal, the 2nd bag main wheel assembly broken & had to lift & carry the bag all around instead of pulling it by wheels all over the hilly region of himachal where trolley, wheel bags are easy to monover, due to damage i cannot use this bag anymore mainly its a large size full suit carrier bag, i travel for international sectors with my suits etc. i cannot use this damaged bag.

the bag that is repaired at a cost of 1350 Rs Air India Delhi has to authorize Mumbai under copy to me to collect the amount from AI Mumbai airport & i want compensation of damaged bag to purchase a new bags with wheels as per IATA, General conditions of carriage.

On 31.01.2016 I landed at Delhi airport on flight number AI 116 at 2:50am. Unfortunately my baggage did not arrive.

I inquired at the airport and was told that my baggage will arrive at my hotel at 3pm the same day as my luggage was on another flight.

I waited at my hotel until 3pm and my luggage had not arrived. I contacted Air India at Delhi airport and I was told it would arrive at my hotel at 6pm. At 6pm the luggage had still not arrived at my hotel so I contacted Air India at Delhi airport and I was told that it would arrive at my hotel at 9pm. At 9pm the luggage had still not arrived at my hotel so I contacted Air India at Delhi airport and I was told it would arrive at my hotel 9am the next morning. At 9am the next morning my luggage had still not arrived at my hotel. At this point I decided to go to the airport myself to pick up the luggage. When I arrived at the airport at approximately 11am I was told that my luggage was not at the airport and to come back the next day. As I refused to leave the airport until I had my luggage, I was left waiting around at the airport until my luggage finally arrived at approximately 4pm that day.

I am extremely unhappy of being repeatedly lied to as the whereabouts of my luggage and when I will receive it.

This is with regard to my flight AI111- I had taken a business class flight from Delhi to London on 22nd Feb and I would like to bring to your notice that the flight entertainment system was not working. I am extremely disappointed with my flight experience as -

1. I was not told before boarding that my inflight entertainment is not working
2. I was not offered any upgrades or any compensation for the inconvenience caused.
3. I opted for an Air India flight despite having an option to travel at 13.30 via Jet Airways and being thier silver member just because of my loyalty towards AI.

I am extremely disappointed despite paying for a Business class fare - was greeted with a below economy experience with noflight entertainment. I feel cheated as I wasnt even advised about till the time flight took off as I was told that they are resetting the whole system. It never apparently started!

Its annoying to see that I still have to wait for the response from the Customer Affairs department on my complain regarding delayed flights and negligence flights from London to Kolkata.

Its really surprising to see such a negligent behaviour on part of such a big and reputed company.

The department should be pleased that I didn't include delays flight issue and incompetence behaviour of Air India staff members on my connecting-flight delays from Mumbai to Kolkata on 9.9.2015 in my complain.

This is not acceptable at all, not atleast for someone like me who is a NRI and seek for homely made food and ambience.

Hope you all guys will learn something from this.

I was travelling 25 December 2015 from ahmedabd - Delhi- Chicago and my one luggage bag was missing from Chicago. When I asked them they said you have to field missing bag complaint. And now it is almost 21 days I do not get my bag yet. When I am trying to call in customer care they said call on airport they give you update and I tried almost everyday to call on Chicago airport no one answer my phone. I emailed them many time but no one is replied back. One funny thing one day that lady call me after my lot of email regarding to know about bag status. I frustrated on her because I do not get status and reply of my email. That lady said I am very busy and I have lot of complaint of missing bag so I can not go specially for your bag to Ahmadabad. i said you do not need to go but this how you are taking care of customer. never fly again in air-India. please modi sir fix this customer care. air India people ruined our country reputation.

We booked a flight by Air India to Delhi on 8th Janyary 2016. (Flight no-AI 78).The scheduled departure was 10.10 AM in the morning to Delhi.Our connecting flight was in Air Arabia at 6.10 pm to Sharjah. (Flight no-G9466).We were travelling with our 2 kids(total 4 persons).But in Bhubaneswar airport initially during check it was displayed that AI flight will depart at 11.10 instead of 10.10. At 11.15, the display board said that the departure time was rescheduled to 2.30 pm. We checked in at 8.30 AM and there was no knowledge to anyone about this delay of more than 4 and half hours.But eventually the flight took off at 3.40 pm and reached delhi at 6.10 pm.As airarabia doesnot have a refund policy if the request is made within 24 hours of departure, the tkts became nonrefundable. Also we had to book jet airways flight 9w 0582 on 9th jan at a price of 145000 INR for 4 persons and reach AbuDhabi.Now the irony is that if we knew that the AI flight will be delayed so much we could have done alternative arrangements.The explanation given by the AI Bhubaneswar staff was just laughable as they blamed Fog situation in Delhi for the delayed flights.But we saw Go Air and Indigo flights landing in Bhubaneswar much much earlier in the day. So I don't know if Air India can possibly do anything about the mental, physical and financial agony caused to both of us and our kids...I am attaching the itineraries for your perusal... Could any thing/any reimbursements be possible from Air India in this regard?

I booked my tickets for a family of 3 - (I, my husband, my 2.5 yr old child) for 10th Jan 6:50 flight AI115.. All tickets were booked in August...almost 3 months back.We also received a message yesterday saying our flight is scheduled at 6:50 in the morning. We reached the checkin counter at 3 am. in the morning and stood in the line for more than an hour.There was only one person at the counter and people were just standing there ...just waiting for staff to come. But after standing in the line for more than an hour, we go to the checkin counter and we were told that no seat is available in this flight and they asked us to take the 2:45 pm flight.When we asked the reason, they just told, it is overbooked. Nobody was ready to give us anything in writing. We have a small child with us who was awake almost whole night to reach airport at 3 am. Also, the staff was extremely rude and the manager - incharge was giving such stupid excuses. The person incharge even said - " Do you want the afternoon flight or not"? There were no apologies ..no compensation for the trouble it caused us. Air India did not even care to send us a message the previous night that seats were not available in this flight! AIR INDIA's carelessness and rude attitude has left us frustrated and hurt. I would never want to board this flight ever again. Today's behavior was like people board the local UP roadways bus... and not a flight. Even buses seem to better ! . I DO NOT EXPECT THIS FROM AIR INDIA. ITS A SHAME ! Vibha Naryan

I had a booking From Bangalore to Jodhpur on 5th January 2016.The booking had a stop over of 1hr 40 min in Mumbai where we were suppose to change the aircraft.The flight from Bangalore to Mumbai was AI 645 and for Mumbai to jodhpur it was AI 640.Due to some of your technical issues flight got delayed by 1 hr 40 min and by the time it reached Mumbai your Other flight in which we were suppose to travel already started.We missed the flight because of your carelessness and after that your Representatives didnt took any responsiblity and asked us to board a flight to jaipur(which is 300 Km from destination). This has been worst possible case.We have spend 14000+ INR to reach our destination and some of your silly fellows spoiled everything.Now who should pay for Travel from Jaipur to Jodhpur? I know i would not get anything out of this.This complaint is just for your refrence that how you are performing in Airline Industry where people prefer to go with a cheap and better airline and also it's a lesson for us not to board Air india Flights in Future. This is PNR for your Refrence-H1FSN(if you need).

I traveled from Melbourne to Bangalore via Delhi. I did a through check-in on 2nd of January 2016 from Melbourne. When I reached Bangalore my baggage was missing. I filed a missing baggage complaint in Air-India Kiosk and got file reference number. Today, i.e., 4th of Jan 2016 I got my luggage but the new watch I got from Melbourne worth Rs. 35, 000 was missing. I have the bill, box and all except Watch. It is stolen. When I tried calling everyone related. No one is willing to take responsibility.

Hi, This is my follow-up email on Lost baggage while traveling in Air India from Mel-Del on 17th Dec. Please note that i have not yet received my baggage even though it is located on Delhi Airport. Below are the sequence of events happened till now: 1. 17-Dec-2015: Lost my baggage while traveling, airlines logged a complaint number and told me the baggage will be coming in the next day flight (18-Dec-2015). They have given me an option either to collect the baggage from Airport or bags will be couriered to my home address by 19th Dec 2015 latest. 2. 18-Dec-2015: I called on the numbers provided to me several times (011-[protected]) but nobody responded till 7:30 PM in the evening. IN the call received the official said that airplane has just landed and they will be able to confirm the baggage by 9 PM. 3. 18-Dec-2015: I reached airport and inquired about my baggage. The official said the flight has not come from Mel-Del as they used to run on alternative days. And the baggage is still not located and they will try to get the baggage in the next day flight (19th Dec 2015). This is the second time in the day i have got wrong information due to which my entire day is screwed. 4. 19-Dec-2015: I called on helpline number but they were not able to help me with any info and the number (011-[protected]) provided to me was not reachable. I have tried these number at least 100 times. In the night, they received my call and informed me that baggage has been located and will be received the next day. 5. 20-Dec-2015: In the morning, i got a call from the number (+91 [protected]) and they asked me where i want them to deliver my baggage. i asked them to deliver the baggage on Ghaziabad address. They said the baggage will be delivered in the first half on 21st Dec 2015. Here they have asked for one more day delay. 6. 20-Dec-2015: In the night, i have received a call from the Courier service (+91 [protected]) around 10:30 PM in the night and they said they can deliver the baggage around 2 AM in the morning for which i said i am ok to receive the baggage on 21st Dec 2015. In that case, they will deliver the baggage on 21st Dec 2015 before 10:30 PM. According to the conversation i had with the courier service, i have informed my brother in Ghaziabad. 7. 21-Dec-2015: I was very hopeful on receiving the baggage this time, i called the courier service around 9 PM to check the status and they said we are on the way and baggage will be delivered by 10:30 PM. Again the same case happened the baggage is not delivered then i called on the same number again around midnight they said they cannot deliver it now as they are very far away from that address and they will be delivering it in morning around 5-7 AM. 8. 22-Dec-2015: This is fifth day and after multiple calls to courier company they finally received my call after an hour and delivered the baggae around 8:30 AM. As per the sequence of events happened with me, this seems very unethical and unstructured way of working. When i have written my first email no one responded to it. Helpline number were reachable but not able to answer my queries, the call i was making was not answered. The calls i am making to courier services was not answered. Request you to please compensate for the delay of my baggage and take action against all this. I am very disappointed and would like to discuss these issues with the airlines official over the call as i don't want to let this go just like this. Thanks, Vishal Goel

Dear Sir, I Mr. Vishal Jain has booked a flight for Mumbai –Delhi—Frankfurt dated 01st December . The flight ticket itenary is attached for your reference . The flight from Mumbai to Delhi got delayed and later cancelled . Due to which I missed my flight from Delhi to Frankfurt . I was been taken on another Air India flight from Mumbai to Delhi and I reached at around 4.30pm in Delhi. I waited the whole day at the Delhi Airport but no one gave a proper reply . Every one present from the Air India team were just shifting me from one place at the Airport to another place in the Airport . Finally I was given a ticket to fly from Delhi to Frankfurt at early next Day( 2nd December )morning 6.30 am Lufthansa flight . The whole day I was not provided with Accommodation or any food at the Airport which I think is the moral responsibility of the Airlines. I was supposed to check in at the hotel Excelsior in Frankfurt on 1st December but unfortunately I did not reached on that day . I had again to rebook the Hotel for the next Day for which I had to again pay to the hotel . Also I had my train booking done which unfortunately got wasted due to this schedule mess of flights . I just want to get the reimbursement from the Airlines for the loss I had just because of these delay . I have attached all the booking vouchers and train ticket vouchers with timmings to ensure that I have all this losses just because of this delay . I was also issued a letter from Air India for this delay of flight . Pls confirm your earliest understanding on the same . Room details Classically furnished room with a private bathroom. Guest name vishal jain Edit guest name Number of guests max. 1 person. Edit number of guests Meal Plan Breakfast is included in the room rate. Payment You have paid your booking via Visa in the amount of EUR 61.75. Your reservation is now confirmed. Cancellation policy Please note: If cancelled, modified or in case of a no-show, you will not receive a refund for your booking. This reservation can not be cancelled free of charge. Cancellation cost • From now on: € 55.58

My husband, Baljinder Singh, is sat at Amritsar airport for a flight back to Birmingham airport, he should have boarded the plane at 10:30hrs (Indian time) but he has been told to go back tomorrow! Why, because Air India have over subscribed the seats! So my husband and another passenger have been turned away and told to go back tomorrow. Totally unacceptable! My husband paid for his ticket on 4th September 2015 and his seat was confirmed for today, 15th December 2015. I spoke to Mohamed at the UK Air India contact number and his response was simply that he could see the seat was confirmed and but the alternative was to go back tomorrow - REALLY! My husband paid for a service, travelling 9th November to come back on the 15th December, unfortunately Air India have failed in their attempt to deliver their part of the contract - we paid and we have not received what we wanted, for him to come back on the 15th as booked and paid for! My husband is a kidney patient and has to have dialysis, this whole episode with Air India has only added to his stress levels. He has not been offered any accommodation or anything but told that his ticket will be reissued and he will need to come back tomorrow. This is totally unacceptable and I am extremely disappointed with Air India - Mohamed's attitude was poor and customer service is something Air India needs to invest in!

I Dr Rishi Bansal would hereby like to express dis-satisfaction of boarding flight Air india AI-035 on 27th of Nov 2015 morning at 5.10am. I had booked one stop flight no. AI-439, from new Delhi to kochi which was later changed to direct flight AI 035, after telephonic conversation on 23/11/2015. No written proof in the form of SMS or email was sent to me despite request for the same. Secondly, regarding the misbehaviour of Air India ticket counter staff Mr Santosh. Talking with him in the same context, he refused to take the responsibility of AIR INDIA. When I showed the proof of call recording, then he along with Mr Sarvesh Kumar said "TICKET CANCEL KARAO AUR DOOSRI AIRLINE SE TRAVEL KAR LO HUM TUM JAISE LOGON KE LIYE BAIDHE NAHIN HAIN". He also told me "TUM JAISE LOGON KO SASTI TICKET MIL JAAYEGI TOH PHIR AIR INDIA MAIN AA JAOGE". He also abused me which cannot be written. When my wife intervened into the matter they misbehaved with her as well. When I tried to record the whole incident into my mobile he took my tickets and told me that we will be thrown out by the security staff and was forced to delete the recording. These things can be checked by CCTV footage if available. This was a lifetime bad experience by airline company and thought of sharing my experience with the authorities so that this thing does not happen with other passengers. Henceforth I will think twice before booking the air India tickets. Hoping to intervene into the matter and respond

I am deeply disappointed regarding service of air india . I have lost my one baggage while travelling from london with AI116 from Lhr to Delhi .All my cloths shoes and toiletries were in the bag . I have to buy 2 jeans 3 t shirts, 1 shorts 3 briefs, 1 shoes and toiletries in order to sustain myself from 03/12 till 06/12 .i don't know how many days more I will be without my bag .i had my wife prescribed medicine in that bag which she has take a doctor appointment now as she don't have those medicine and it were prescribed in london which is an extra cost and inconvenience to me . This is highly unprofessional of air india and whenever I was tiring to call air india no body was picking up the phone .on 05/12 somebody finally pickup but when I started asking questions they were rude and said when we will get will let you know and hung up the phone, disgusting, rude and highly unprofessional staff. I am a flying return member and minimum take 2 return flights from london and so domestic flight but after this incident I lost my faith on air india . Please let me know how you are looking to resolve and compensate the above matter. My lost baggage file ref no is DELAI75199 . I have spoken to customer service on toll free and trust me they dont have any clue about customer service. My flight was AI116 LHR to DELHI. I have to spend £300 to get my day to day wardrobe clothing . Please respond ASAP. My local contact no is [protected].

Dear Air India, I am a patron and loyal Air India costumer (FF no: [protected]), however, I am very dissatisfied with the service of crew member Mr Diju Gogoi on my flight today to Bangalore (AI 771), so much so that I am taking my precious time to write this email. To start with, Mr Diju Gogoi was rude to me when I asked him for an extra sugar. Further more, he wanted to get me the sugar when he was finished with his tea service (by the time I would either finish my tea or it will get cold). Thirdly, he was not carrying a tray and simply took my cup in his hands to pour me tea right up to the brim, perhaps trying to help me to spill it. Of course, the sugar never came, even long after his service was over. I suggest, like other airlines, Air India should carry sugar along with the tray when they serving tea/coffee. I must add that the crew lead Gaurav Nath was helpful and gave me Mr. Diju's full name when asked.

Hi Air India/United Airlines My mother-in-law travelled with Air India and United airlines. The confirmation number is M1BDL4 and the itinerary is as follows AI 651 Departure and arrival on Monday Nov 9, 2015 VTZ (Visakhapatnam) 2:15pm-BOM (Mumbai) 4:25pm AI 314 Departure and arrival on Monday Nov 9, 2015 BOM (Mumbai) 8:00PM to DEL (Delhi) 09:55pm UA 83 Departure on Monday Nov 9, 2015 and arrival in EWR on Tuesday, Nov 10 DEL (Delhi) 11:35pm to EWR (Newark) 4:40am UA 1588 Departure on Tuesday, Nov 10 and arrival on same day in SAN EWR (Newark) 06:30am to SAN (San Diego) 09:45am The BOM to DEL flight was delayed and she reached DEL at 11:04pm and the wheelchair guy took her to United Airlines counter to get her onto Newark flight but they did not allow her to board as the flight was closed. Without printing a rebooked ticket, United counter assistant instructed them to take her AI counter to board AI 127 flight. This flight was booked by United when I spoke to them on the phone even before AI 314 (DEL) flight landed and requested them to divert my mother-in-law to Chicago departure gate i.e. A1 127. The itinerary is as follows: AI 127 Departure on Nov 10 and arrival same day DEL(Delhi) 2:00 am to ORD (Chicago) 6:30am UA 554 Departure on Nov 10 and arrival same day ORD (Chicago) 9:10am to SAN (San Diego) 11:41am When the wheelchair person took her there, the AI counter assistant did not allow her to board the flight saying she doesn’t have a flight booked and were insisting to show Air India PNR and a ticket for it. My mother-in-law told that she doesn’t have it and all she has is a confirmation number which is M1BDL4 since she had the itinerary mentioned above with her which is VTZ-BOM-DEL-EWR-SAN. I even pleaded to the AI counter personnel ON THE PHONE using my mother-in-law's cellphone to please take her in without the printed ticket using the confirmation number ML1BDL4 but they declined my request. I asked the AI assistant to at least give her desk phone number in case my mother-in-law cellphone battery might die but they declined to share that number too. My mother-in-law was able to communicate to her perfectly as she was speaking the same language i.e. Hindi which is common to both. The AI customer assistant were asking my mother-in-law to buy the ticket with them for 80, 000 INR which is around 1300$ USD rather helping her out with her existing reservation. In that way, she was made to miss that AI 127 flight going to Chicago. I called up United airlines again where they rebooked another flight for us. The itinerary is as follows: AI 115 Departure on Tuesday Nov 10 and arrival same day DEL (Delhi) 6:50am to LHR (London-Heathrow) 11:05am UA 949 Departure on Tuesday Nov 10 and arrival on the same day LHR (London Heathrow) 1:35pm to SFO (San Francisco) 4:54pm UA 691 Departure on Tuesday Nov 10 and arrival on the same day SFO (San Francisco) 7:11pm to SAN (San Diego) 8:43pm My wife pleaded/cried on the phone to AI customer assistant, a guy by name Sonu who started his duty in AI counter when the other AI personnel left, helped my mother-in-law to take her to the departure gate of AI 115. She reached San Diego on Nov 10, 2015 on UA691 flight mentioned above. My questions to United airlines: 1. Why United did not print the ticket/boarding passes for the travel from DEL-ORD-SAN and handed it to my mother-in-law when she showed up at their counter to fly with them to Newark? 2. Did they instructed the wheelchair person to take her to the gate where AI 127 will depart to Chicago? 3. Did they informed AI that they rebooked the flight for a passenger and she is on her way to them? My questions to Air India 1. Why did the AI counter assistant could not pull my mother-in-law information from the system using M1BDL4 confirmation number? 2. Why did they insist my mother-in-law to provide PNR number which doesn’t appear even in the original ticket which is VTZ-BOM-DEL-EWR-SAN ? 3. If United and Air India are partner carriers then why could they not locate PNR using the confirmation number M1BDL4 ? 4. Why was AI customer assistant insisting to buy the ticket which will cost around 1300$ USD at that moment rather helping her with existing reservation? I want this matter to be investigated/probed to deep down level and be taken to the upper management and take appropriate actions on those AI personnel’s. I, my wife and my mother-in-law deeply regret that we chose to travel with AI and we hope we will never travel with them in future.

AI-609
AI-263
AI-264
AI-571

We booked a round trip to Maldives and unfortunately we chose Air India ( biggest mistake).

My family had reached the airport 1.30 min before and were at the counter for check-in, the check-in counter employee from AI asked for me as I was also mentioned on the ticket, I was stuck in Mumbai traffic and was on my way.
This AI personal didn't check in my family either,
It was a connecting flight from Mumbai to Blore then Blore to Male(Maldives) and they could have checked in with any ID proof as it was domestic.

Then i reached 50 minutes prior to the time mentioned on the ticket, but then the AI personal at the counter says that he has closed the check-in and cannot issue boarding passes.
The entire time my family was at the counter and were informing him that I am reaching ( providing update)
But still he dint care for the money we spent on this pathetic airlines.

Then comes his superior, this female tried showing off and the upon confrontation she spoke to the check-in staff, then it was a crazy scene.
As every one started fighting as if they were in a local fish market. The staff at the check in counter is lame and prematurely deployed. "It makes us believe they have no training and are just caught from the streets and hired for pennies."

That person at the check-in counter had no regards for someones hard earn money wasted.
Their supervisor then says that there is nothing they can do and simply told us to book other flight tickets.

I had to spend additional money to book GO Air tickets for Blore and then catch the connecting AI flight to Male.

Upon all this crap, we later realized that it was not just a 1 stop connecting flight as they mentioned on the Eticket. This flight stopped additionally at Trivandrum.
So was the return journey we had to stop at Trivandrum, Blore, Chennai and then Mumbai,
This was never mentioned on the tickets. It was a pathetic wasteful and tiring journey.

We have decided to completely abolish Air India for life, We would rather spent more money on other flights that fly in AI ever.

There is an additional topping to this incident.

The flight crew was so bias that I really felt humiliated. May be they are trained only to be nice to white skinned Indians and foreigners and the rest should be ignored or humiliated.
Inspite of asking something few times they straightly Ignored me and Went to few guests who were not Indians.

In the flight from Chennai to Mumbai, the flights male attendant simply frowned and ignored me inspite of asking him a few times.
While serving food he gave nonveg to the person sitting on the right and when I asked for it he just ignored and almost dropped a tray on my tray table. Upon asking twice he straightly says its over we don't have non-veg left for you.
I felt insulted and that was the very moment I decided never to book an AI flight.

I have conveyed my incident to my office travel desk and they say many other employees have also faced such issues. So we are planning to eliminate AI from our booking list, so that no employee has to face this crap while traveling abroad.

I travel often to India and beyond. I have made 18 trips in the past 7 years alone to Delhi. I have never encountered worse service than on this return flight. we had decided to switch from Singapore Air to Air India, and this was my second flight in past year.

Our business class flight from Delhi to Sydney was delayed due to the Co Pilot of our aircraft failing to come to work. the delay resulted in a missed connection on Virgin Australia, requiring us to purchase afresh 2 tickets at an additional cost of $691.40 as per credit card confirmed on 25 Sept 2015. the lounge desk staff in Delhi were hopeless, not even assisting with letting me make an urgent call to book the new flights, advising me to go down into the main airport and find a payphone. The internet was so feeble in the lounge we could not use skype!

In addition my luggage was severely damaged, with the pull up handle snapped off completely in what must have been a violent act of mishandling by airline staff. we could not find an AI rep on the ground in Sydney, and too tired to keep waiting and searching, we left, but I took a photo immediately and before opening the bag which is enclosed. The camera recorded time will verify this was just after getting our luggage back.

there were many other minor annoyances. The video console in seat 1F would not stay upright, ( and the same AI seat IF on the earlier flight, different plane, from Milan the video console jammed completely and could not be replaced in its seat. It also would not stay up properly.) The seat console was badly cracked. the seat design is very poor in this airbus, such that placing normal items like glasses, a watch, an iPad or phone in the obvious place beside the control pad risked swift slipping of these items into a large gap behind and below the seat, deep into the mechanics of the chair and into an almost irretrievable position requiring major mechanical surgery to extricate. I witnessed 2 others apart from myself suffering from this poor design fault. the stupid design should be amended, and a warning put in place meanwhile.

The food was appalling. Way below standard for a business class fare (and we paid full fare personally) Frozen and unripe fruit, bland and tasteless prawns that tasted of chlorine. Badly cooked rice. I like Indian food, but this was below the standard of even any domestic economy food I have had in many trips across India.

What I want: A refund for the extra fare charges forced on us by Air India personnel failure only. I understand policy is to not replace luggage with 'only' damaged handles, but look at the damage...this is way beyond normal wear and tear, a sign of wanton destruction. A new 'carry on' style of bag would be appreciated. I had put this in to baggage even though it was carry on style. It was in good condition when put on AI.

Hi
This is to bring to your notice the rude behaviour and unhelpful service received by our esteemed national carrier

BacKground
We (2 adults and 2 children) were travelling on 27th from Kolkatta to Heathrow via New Delhi
At Kolkatta we were allocated 4 seats ie 15 D, 16 D, 16 E and 16 F which was convenient together to manage 2 kids.

However in Delhi I was told by your commercial staff that my seat was changed from 15 D to 11 G and refused to provide any explanations why it was done. The guy was rude, bisque and refused to provide his name. He kept on saying it's the system which did it and did not even have the courtesy to apologise for the harassment caused to my family in general and my wife in particular . That person even suggested if your wife cannot manage 2 kids then you should sit with your kids and manage them. Reasoning with him was of no use so I have requested the flight attendant Paramjit to ensure it is logged in your reports and that rude person identified and disciplined ..surely that's not how we deal with customers who have been wronged.

My question is simple - if you had put 15D in my boarding pass then you should either allot me the seat or if it's needed to be changed then please have the courtesy to ask me before separating me from my family for a 9 hour flight. I have also repeatedly asked your flight attendants Paramjit and Priyanka for that person's name but both have freighted ignorance of his name.

I am writing to you with the hope that my family's harassment and 9 hour ordeal be redressed in the most adequate way failing which please advise me how to take up the complaint further up the chain and the consumer court in general.

I await your response in this matter

Regards
Partha & Sujata Chatterjee
60 Alderton Road
CR0 6HJ

[protected]
Flight no AI 111
City of origin ..Kolkatta (via Delhi )
City of destination London Heathrow
Class of travel : Economy
Date of travel : 27th August 2015
Boarding pass no 194 to 197 (both inclusive)