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CB Airlines and Air Travel Air India Express Urgent complaint regarding miscommunication and cancellation of flight - request for compensation
Air India Express

Air India Express review: Urgent complaint regarding miscommunication and cancellation of flight - request for compensation

S
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8:10 am EST
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I am writing to formally raise a complaint regarding the cancellation of my recent booking (Booking ID: IF24110162996695, PNR: IZJ9YY) for flights from Guwahati to Hyderabad scheduled for 8th November 2024. I am extremely dissatisfied with the series of miscommunications and lack of clarity from your customer support team, which has resulted in additional expenses and unnecessary inconvenience for me.

Details of the Issue:
1. Booking Confirmation and Subsequent Cancellation Notice: On 1st November 2024, I booked two tickets for Ms. Nyayir Lendo and myself, Ms. Simi Gogoi, from Guwahati to Hyderabad (flight IX-1592). My booking was confirmed, and I received confirmation of my flight. However, on 7th November 2024 at 1:12 am, I received an email and SMS stating that my flight GAU-CCU was canceled due to operational reasons.

2. Confusing and Conflicting Information from Customer Support: Upon receiving the cancellation notice, my guardian called your customer care service for clarification. Unfortunately, the wait time was excessive, and we were only able to connect at around 2 am. The customer support representative, a female staff member, confirmed that only the Guwahati to Kolkata segment was cancelled and assured us that the Kolkata to Hyderabad flight was unaffected. Acting on this information, we proceeded to book two additional tickets from Guwahati to Kolkata with Indigo Airlines on 7th November at around 9 am, assuming we could board the Kolkata-Hyderabad flight.

3. Further Contradiction Leading to Financial Loss: At approximately 10:14 am on 7th November, I again contacted customer support for payment verification and spoke to a male representative who, to my shock, informed me that the entire flight from Guwahati to Hyderabad had been cancelled. This information contradicted the previous support staff's guidance, leading to confusion and additional costs. Due to your team’s initial misinformation, I was forced to pay significantly more for alternate travel arrangements.

4. Financial and Emotional Impact: As a Ph.D. scholar without any current fellowship or job, the additional financial burden has been incredibly challenging for me. I should not be required to bear extra expenses due to misinformation from your team. Your staff's failure to provide clear and accurate communication led me to incur these unnecessary expenses, and I now find myself facing significant financial strain.

I request compensation to cover the extra amount I was forced to pay for alternative arrangements due to your team’s miscommunication.
I request immediate action on this complaint and timely resolution, failing which I may be compelled to explore legal action.

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Air India Express Category
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