Air India

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Dear, Air India Yes, I understand you can not help stop any fraudulent actions taken by a third party, but once done so it should be Air Indias responsibility to keep there customers secure and to assure that you keep your customer happyIn this situation you failed to do allIt should be easy enough for you to put a hold on the tickets so no one can cancel them, if it's a agent or a third personA secure company should have the capability of putting tickets on hold for customers and besides you had received the full payment and you could have put a hold on both the payment received and the tickets, but you completely did the opposite and failed to do everythingWe even called everyday and begged not to cancel our tickets incase the fraud agent calls and cancelsInstead of doing that you helped the agent by canceling our ticket and returning the money back to the agents credit card "Keeping your customers happy" is one of the biggest slogans in this country and you did the complete opposite and favored the fraud agent over a customerAir India deserves the negative review and this situation needs to be under permanent records held by Revdex.comEvery future customers should know how well Air India will protect them and I will assure none of my family and friends travel with Air India and I will help protect many people as I can from Air IndiaThank you, [redacted] *** [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Revdex.com:At this time, I have not been contacted by Air India regarding complaint ID ***Sincerely,*** ***

Dear *** ***,According to Air India's baggage policy,any extra piece that is also oversized will be subject to applicable fees as detailed on our website ***You were initially asked to pay $($to Delta & $to AI) excess baggageHowever, once we found out this piece was
a TV and the total linear dimensions were 88", you were requested to pay additional $as per our oversize rules. You chose not to pay the applicable feesYou were then advised that you can have a relative or friend pick it up with the proper documents and authority from youYou stated that you did not have anyone available, and we advised you that the TV will not be able to go on the flightYou were further informed that Air India would not be responsible for the TV or any damages to it, and that after week it would be disposed of if not picked up.You were also informed of the refund process for the $paid to Air India in excess baggage fees at the counter at JFKYou can send your excess baggage ticket with the payment details to ***, or by regular mail to: Air India Sales, Attn *** ***, *** *** *** *** *** *** *** ** ***Please also include the address to which your check should be sent, to request reimbursement of the $already paid

Dear [redacted], We received your complaint from the Revdex.com, regarding tickets recently purchased to travel on Air India. In researching your case, we find that you paid cash to a travel agent, who booked your tickets on our website using a credit card which was not yours. The...

tickets were subsequently refunded back to the same credit card. Air India can only refund back to the credit card used for original purchase. We have a contract of carriage with the passengers named on the tickets, in this case [redacted] and [redacted], provided we receive payment for the sectors booked for travel. Air India is not responsible for the actions of fraudulent parties claiming to be an agent selling our tickets. We would always recommend checking the credentials of any agent before booking tickets through them, or depositing money into the bank account of an unknown agent. As far as protecting your bookings, we could not keep or "protect" these particular bookings, as the agent making the booking has access to them and can always cancel or change them. You would have had to make new bookings through another agent, or through Air India directly, but that would not have affected the original bookings, or prevented the refund from being processed to the same credit card. Unfortunately there is little that Air India can do in this situation. If you are not able to obtain your refund from the agent, we would recommend contacting the police and/or taking the agent to court. Regards,[redacted] Air India **

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]Please see my inline comment (in block [redacted]' response) along with response from Air India - 
 According to Air India'sbaggage policy,any extra piece that is also oversized will be subject toapplicable fees as detailed on our website [redacted]. You were initially asked to pay $200 ($75 toDelta & $125 to AI) excess baggage. However, once we found out this piecewas a TV and the total linear dimensions were 88", you were requested topay additional $400 as per our oversize rules. ------------------------------------------------------------------------...⇄ response]: We bought tickets from Air India airlines from Philadelphia to New Delhi, since Air India does not had service from Philadelphia so they given connecting flight with their partner Delta airlines. We checked in all baggage (including TV) from Philadelphia to New Delhi and paid the additional fees asked by Delta Airlines at Philadelphiaairport during check in. They clearly mentioned baggage will be delivered to destination New Delhi. Based on that Air India does not suppose to ask any extra fees from me. If Air India has any extra baggage policy then they must make aware to their partner airline so Delta Airline should asked me to pay $600 (initially asked by AI and then later $400 although I suspect TV size 88”) or whatever fees are. That time I could take decision whether I should check in TV or not. It shows that either Air India does not have transparent policy or has gaps of communication between Air India and Delta airlines.Air India pressurized me to pay $175 otherwise they will not issue tickets (is that right approach? ) so I paid that amount at JFK New York airport when I was trying to get boarding tickets.There are about 4 hrs waiting time to get flight to New Delhi, during all the time we were waiting at waiting area at boarding gate , in between no one ask anything but just before boarding time they are asking to pay $600 (later they asked $400) otherwise they are not going to send my TV. It’s pathetic, how Air India can harassed their travelers to pay such huge amount when about to board? We were travelling with my 6 months old baby even they did to realize it and we had to stand at boarding gate for more than 30 minutes (I was standing more than 45 minutes) then they allowed to board. During that period Air India’s staffs attitude not at all professional.-------------------------------------------------------------------...⇄ India - You chose not to pay the applicable fees. You were then advised that you can have a relative or friend pick it up with the proper documents and authority from you. You stated that you did not have anyone available, and we advised you that the TV will not be able to go on the flight. You were further informed that Air India would not beresponsible for the TV or any damages to it, and that after 1 week it would be disposed of if not picked up.-----------------------------------------------------------------------------...⇄ response]: Since baggage was checked in at Philadelphia to New Delhi so there is no reason to interrupt it in between. But in spite of that I asked Air India to if they cannot deliver on destination due to any reason then please either send back to Philadelphia(Delta Airlines) so someone can pick up from there or send to requested address in USA(already shared in attached email communication). But they stick to mentioned I have to pick up or give [redacted] shipment details so they can dispatch. Why Air India doesnot send back either back to Philadelphia (Delta Airlines) or address that I shared? It’s clearly shows their intention was to sale that TV and earns money not deliver to destination.--------------------------------------------------------------------...⇄ were also informed of the refund process for the $125 paid to Air India in excess baggage fees at the counter at JFK. You can send your excess baggage ticket with thepayment details to [redacted], or by regular mail to: Air India Sales, Attn [redacted], [redacted]. Please also include the address to which your check should be sent, to request reimbursement of the $125 already paid.---------------------------------------------------------------------------...⇄ response]: Air India never taking accountability how to provide service to their traveler, I followed to return $125 then they responded to reach out relevant department in Air India. It’s their responsibility to process all request. How air India can instruct to contact here and there why not they returned amount it’s about 18months? Conclusion – my experience with Air India is they only harassing customer to take money without any transparency. They also are trying to impose their weakness and gaps between their partners to travelers. It should be addressed very proactively but unfortunately they do not care about their accountability towards service to the customer. It’s certainly a case of deficiencies in service and unprofessional attitude with customer. For details I am attaching relevant email communication with Air India.Regards[redacted]email - [redacted]Mobile - [redacted]-------------------------------------------------------------------...⇄ />  
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Dear, Air India Yes, I understand you can not help stop any fraudulent actions taken by a third party, but once done so it should be Air Indias responsibility to keep there customers secure and to assure that you keep your customer happy. In this situation you failed to do all. It should be easy enough for you to put a hold on the tickets so no one can cancel them, if it's a agent or a third person. A secure company should have the capability of putting tickets on hold for customers and besides you had received the full payment and you could have put a hold on both the payment received and the tickets, but you completely did the opposite and failed to do everything. We even called everyday and begged not to cancel our tickets incase the fraud agent calls and cancels. Instead of doing that you helped the agent by canceling our ticket and returning the money back to the agents credit card.  "Keeping your customers happy" is one of the biggest slogans in this country and you did the complete opposite and favored the fraud agent over a customer. Air India deserves the negative review and this situation needs to be under permanent records held by Revdex.com. Every future customers should know how well Air India will protect them and I will assure none of my family and friends travel with Air India and I will help protect many people as I can  from Air India. Thank you,[redacted]  
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: My wife was scheduled to fly out out NY to Kolkata via Delhi on Jan ** , flight AI102. From the time we arrived at check in (around 11:30 AM EST), AI staff kept claiming that they has some flight delays but it would fly later. The flight was to leave at 2:30 PM. After keeping everyone waiting till 6:00 PM, they finally said it would not fly and asked us to come back the next day. We drove back 100 miles to our North Brunswick, NJ home and drove in the next day Sat Feb **. This day, they kept claiming that the flight would leave earlier but we ended up waiting till 2:30 PM EST.

At no point in time, did any AI staff have a complete picture of the situation and provide proper updates.Desired Settlement: For our gas expenses, the unnecessary extra travel and the aggravation of waiting hours on end without proper updates.

Consumer

Response:

At this time, I have been contacted directly by Air India regarding complaint ID [redacted], however my complaint has NOT been resolved because:

They have offered to reimburse me some costs - I wrote back with the amount on that day, Mar **, have not heard back since. Sent a followup last week, have not got a response back to that either.

[redacted]

[redacted]:Do you have an update for me on this ?I have not received any amounts back.

Please let me know.

Thanks and regards, -- [redacted]

[redacted]:Thanks for writing back.My wife's eticket number was [redacted].

Sorry I do not have the receipts handy, but I would say had to spend approx $200 extra for tolls and gas.

Regards,-- [redacted]

Dear [redacted], We received your complaint ID# [redacted] from the Revdex.com, and first of all apologize for the inconvenience experienced by you and your wife. Air India flight AI102 of January [redacted] was delayed due to engineering issues which we were not able to rectify until the following day. Please provide your wife's ticket number, or passenger record locator, as we are unable to pull her record up with the information provided. We may be able to reimburse some of your expenses. Please provide gas and toll receipts if you have them available. You can email them to back to this address, or if you prefer you can send by regular mail.

Send to (if by regular mail):[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have been contacted directly by Air India regarding complaint ID [redacted], however my complaint has NOT been resolved because:

They have not responded back to me for my requested refund of gas and toll money for the unnecessary repeated rides.]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have given authority to our Accounts Dept. today to reimburse $200 to [redacted]. He should receive a check within 2-3 weeks.

Review: We booked a flight to London from JFK back in December of 2014. About two weeks before our flight, we got email that the flight was canceled but no explanation was provided. We have called Air India serveral times and went to thier office to find out about another flight. They are giving mixed messages about confirming another flight for us. They promise that they will call us back with information but no one calls back. Our flight was scheduled for 8/* and as of right now we have no information whether they have another flight for us.Desired Settlement: We would like for Air India to book us on another flight and give us confirmation in writing.

Review: Actually my father traveled from india(HYD) to USA(Newwark,EWR), after landing here my father lost baggage we complained about bag but no reply from them since 45 days

Traveled on June-**-2015 and my father name is [redacted]Desired Settlement: We are expecting our baggage to return to my father. he lost all his desired things in that bag.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Business

Response:

an email has been sent to the passenger to forward us a copy of the property irregularity report in order for us to investigate We checked with our office at Newark Airport and a courtesy PIR was filled for the psgr as it was his hand baggage with no TAG advised [redacted] in the absence of a tag there is no claim. We even sent out messages to all our stations but they are unable to locate hand bag without a tag. PSGR DID NOT HAVE A TAG FOR HAND BAGGAGE AND COURTESY PIR WAS FILLED OUT BY APT STAFF MSG WAS SENT TO ALL STNS UNABLE LOCATE BAGGS ADVSD PSGR NO CLAIM AS NO BAGG TAG.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

We selected for my father wheelChair assistance and they did not taken care properly and they have CC cameras and all technology and can find bag easily like no need search whole earth just limited area in [redacted] or [redacted] then can easily. if they dont agree they are liable for my property.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased two return tickets (Airline [redacted]) from the following travel agency: [redacted]. [redacted] Phone Number: ###-###-####

My mother and I would be the two passengers on those airline tickets, and the travel dates were Mar **, 2014, and Mar **, 2014. On March *, 2014, my mother had to be admitted to a local hospital for a health emergency. On a follow-up medical appointment visit on March *, 2014, her physician advised her to not travel for 2-3 weeks.

Subsequently, I contacted the above travel agency, informed them about my mother’s medical condition, and cancelled our reservations. Within the next few days I sent the supporting medical documents to the agency and made a request for refund on March **, 2014. After the travel agency failed to get me the refund I finally wrote a letter to the airline (Air India) by US Postal Service’ certified mail. The letter was delivered to Air India on May **, 2014. In the letter I requested Air India to refund me for the canceled reservations on medical ground. I have not received any response from Air India yet. Last week I also tried to contact Air India by telephone, but I was not able to speak to anyone because the telephone line kept playing a recorded menu repeatedly.

A week ago the travel agency ([redacted]) sent me email saying that Air India had rejected my request for refund; however, the travel agency did not give me a reason for the rejection. When I requested the agency to let me know the reason, the agency refused to tell me the reason.

Air India does have a refund policy on medical ground, as you can see documented on their website: [redacted] However, I have not received any response to my request for refund. Please help me get the refund from Air India. Thanks.Desired Settlement: $272

Business

Response:

Dear [redacted],

We received your complaint from the Revdex.com concerning your request for waiver of refund penalties.

First of all, I would like to apologize for the delay in response to your case, and for the trouble you have had in contacting Air India. I reached out to Make My Trip to get some background on your case, but did not receive any details yet.

I would like to point out first of all, that Air India does not grant waiver of penalties on medical grounds, except in cases where the passenger is hospitalized on or near the day of departure. And even in those cases, we would usually grant a waiver of change penalties, not refund penalties, so that the passenger can travel at a later date without change penalty. In such circumstances, we would need proof of hospitalization; a doctor's letter is not sufficient.

However, we can always look at individual cases & re-evaluate whether any waiver can be given.

Please advise your mother's name and ticket details (I was able to find your ticket, but not hers for some reason). Also, if you could send me copies of whatever correspondence you have had with Make My Trip or Air India, that would be a great help.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Dear [redacted]:

Thanks for your email. I am providing you these requested documents:

1. A document showing the stay of my mother [redacted] at [redacted]. The document clearly shows that she was admitted at 10:52 PM on March *, 2014, in the emergency care of the hospital.

2. A medical note (dated March *, 2014) of my mother’s physician advising her to not travel for at least 2-3 weeks because her blood pressure was still not controlled.

3. A medical note (dated March **, 2014) of my mother’s physician advising her to not travel for another 3 months because her condition was still unstable.

4. An E-Ticket issued by MakeMyTrip that shows names of both me and my mother, as well as travel dates of March **, 2014, and March **, 2014.

5. A notarized statement by me stating that [redacted] is my biological mother. MakeMyTrip requested me to submit a proof of my relationship with the “other passenger” on the tickets that I had purchased from MakeMyTrip, because Air India demanded this proof of relationship.

6. Three emails to me from MakeMyTrip, the first of which was sent on March **, 2014, and apologized me for their delayed response to my request for refund.

Please be informed that my mother is a ** years old [redacted]. As her physician’s notes (attached) show, it was not possible for her to recover from high blood pressure quickly enough to hop on the flight to India 6 days later. She and I were to fly by [redacted] to Mumbai on March *. I cancelled that flight too, and [redacted] gladly refunded me in full – you can confirm it with them if you want.

I provided those 2 medical notes from my mother’s physician to show you that my mother was still unstable and was not able to travel for next several months. The United States law, government, and all other institutions recognize, support, and accept medical documents and evidences provided by medical practitioners in the United States. I wonder why you simply dismiss my mother’s medical documentations as insufficient.

Air India refund policy, as documented on Air India website, shows that I am entitled to refund on medical ground:

I wonder what you mean when you say that “Air India does not grant waiver of penalties on medical grounds, except in cases where the passenger is hospitalized on or near the day of departure. And even in those cases, we would usually grant a waiver of change penalties, not refund penalties, so that the passenger can travel at a later date without change penalty. In such circumstances, we would need proof of hospitalization.”

When my mother does not know if she will be able to survive for even next few months, why would Air India force her to provide a “later date” of travel? I was to simply accompany her to India and had no personal interest in the visit. I do not need to discuss our financial situation. However, I want to inform you that my mother went through extreme emotional and physical stress and suffering for losing her money on an air travel booking for which the airline refused to refund her (through me) and respond to emails and letters that I sent to it. Even I found Air India’s prolonged refusal to respond to my inquiries emotionally painful.

Please process my request for refund in keeping with fair business with American citizens and their rights to justice. Thanks.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Mohammed Alvi

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I flew through Air India on Dec * 2015 from Lucknow,(LKO) India to JFK New York and checked in 7 baggage. I

claimed 6 baggage at the JFK airport but 1 of the bag got missing. I filed the complaint with the agent at the airport, its been almost 2 months and airline is not able to locate my bag. I have left many messages and sent many emails but they are not even responding. The bag had lot of valuable items, I would like to get my bag back.Desired Settlement: I would like to get my bag back and if that cannot be located I would like to get the value of the bag along with the valuable items.

Business

Response:

Our Airport at JFK were unable to locate the missing baggage and have settled the amount for USD476.00 and have advised the psgr of the same.

Review: We had purchased 2 tickets to [redacted] from an agent for Air India on September [redacted], 2014. We had seen the agent's advertisement in a newspaper and contacted him. We deposited total of $2180 into the agents account after speaking with him. After booking the tickets completely, we logged into the Air India website to confirm the bookings and found that the date of birth for both passengers were wrong. We tried contacting the agent and he would not answer or return our calls. At that time we started realizing something must be wrong and the agent may be a fraud. We then, searched for the agent via internet to find out about him and his company. We found many fraudulent complaints pertaining to a group of agents that work together and commit these frauds. These frauds book tickets for a discounted price to trap the customer and cancel the bookings 24 hours before departure. Meanwhile we finally got in contact with the agent and he assured us that our tickets will be safe and there is nothing to worry about. To stay safe the first thing we did was call Air India and notify them of this so that our tickets can be protected and we do not lose such a big amount of money. The customer service told us that they will not able to do anything nor put any alerts on our account. We also contacted the Air India [redacted] office and e-mailed the [redacted] all of our records and a summary of our situation. No one helped us and at last instead of helping us and protecting our reservations, Air India went ahead and cancelled our reservations themselves without any authorization from us and returned the money back to the agent's account instead of us, because they did not want to be in any loss they ended up mistreating their customers. If Air India wanted, they could have set up an alert or protect our tickets. Air India did not do anything for their customers and their privacy. This almost seems like there is an internal connection with these frauds and Air India. No one at Air India wanted to help us. We had to face such a big loss of $2180 because of Air India this situation affected our health and everyday routine with a lot of stress and headaches.Desired Settlement: I would like Air India to refund my full money and give me justice because they are the ones that could have stopped this from the beginning. All they had to do was just put a hold on the tickets and let no one cancel them without customer authorization. Air India is a big company but to save their loss they gambled and put us in debt. If Air India had put a hold on the tickets no one would have loss their money it would have been a win win situation.

Business

Response:

Dear [redacted], We received your complaint from the Revdex.com, regarding tickets recently purchased to travel on Air India. In researching your case, we find that you paid cash to a travel agent, who booked your tickets on our website using a credit card which was not yours. The tickets were subsequently refunded back to the same credit card. Air India can only refund back to the credit card used for original purchase. We have a contract of carriage with the passengers named on the tickets, in this case [redacted] and [redacted], provided we receive payment for the sectors booked for travel. Air India is not responsible for the actions of fraudulent parties claiming to be an agent selling our tickets. We would always recommend checking the credentials of any agent before booking tickets through them, or depositing money into the bank account of an unknown agent. As far as protecting your bookings, we could not keep or "protect" these particular bookings, as the agent making the booking has access to them and can always cancel or change them. You would have had to make new bookings through another agent, or through Air India directly, but that would not have affected the original bookings, or prevented the refund from being processed to the same credit card. Unfortunately there is little that Air India can do in this situation. If you are not able to obtain your refund from the agent, we would recommend contacting the police and/or taking the agent to court. Regards,[redacted] Air India **

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Dear, Air India Yes, I understand you can not help stop any fraudulent actions taken by a third party, but once done so it should be Air Indias responsibility to keep there customers secure and to assure that you keep your customer happy. In this situation you failed to do all. It should be easy enough for you to put a hold on the tickets so no one can cancel them, if it's a agent or a third person. A secure company should have the capability of putting tickets on hold for customers and besides you had received the full payment and you could have put a hold on both the payment received and the tickets, but you completely did the opposite and failed to do everything. We even called everyday and begged not to cancel our tickets incase the fraud agent calls and cancels. Instead of doing that you helped the agent by canceling our ticket and returning the money back to the agents credit card. "Keeping your customers happy" is one of the biggest slogans in this country and you did the complete opposite and favored the fraud agent over a customer. Air India deserves the negative review and this situation needs to be under permanent records held by Revdex.com. Every future customers should know how well Air India will protect them and I will assure none of my family and friends travel with Air India and I will help protect many people as I can from Air India. Thank you,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I would like to bring to your attention the rude behavior, carelessness and not responding to customers by your staff.

I recently traveled with my family from Mumbai to JFK on Nov **. I had significant discomfort during the flight as I was travelling with a baby and was placed on cheaper flights (was switched onto an earlier flight which was cheaper). I had spoken to [redacted] in December and she promised to revert to me with an answer. However, she did not reply to multiple emails and I cannot get her on the phone. I reached out to [redacted] air port [redacted] a few days ago.

He was nice enough to call me back but was extremely rude on the phone and irritated. This was totally unexpected for a company to behave like this with a customer. He openly told me to go to court if I am not satisfied with his answer.

I am appalled at his behavior on the phone and openly challenging me to go to court. This coming from India's national airlines to a customer who has travelled with the airline is totally uncalled for and puts a bad name to all Indians who are settled here. Additionally, [redacted] did not respond to me for 2 months. This definitely is not something air india can be proud of.

I will wait to hear from you.

Thank youDesired Settlement: I was asking [redacted] to refund me the difference in the fare for placing me on a cheaper flight (difference about 75 $) per person. We were 3 adults and 1 infant. I still anticipate to get the refund and bring to light his rude behaviour.

Consumer

Response:

At this time, I have not been contacted by Air India regarding complaint ID [redacted].

Sincerely,

Business

Response:

There would have been no difference in the fare whether the flight had been booked on the earlier or the later flight. I'm not sure where the customers are getting their information in that respect. If flights are priced on different days, or as part of different itineraries, you may get a different fare from time to time, depending on what booking classes are available on that date. However, their specific itinerary would have been the same rate no matter which flight was chosen for the [redacted], which is less than two hours in duration.

Under the circumstances we feel that no compensation is justified, in this case.

Regards,

Review: Respect Sir/Madam,

Subject: Missing baggage not received from Air India

With reference of Air India file number (missing baggage) [redacted] and TAG # [redacted]9 regarding a baggage (TV). I was traveling by Air India and Delta Airlines with family on July [redacted], 2013. We have following concerns that need to be address by Air India airline-

1. We checked in baggage at Philadelphia airport and paid mentioned fee $75 demanded by Delta Airlines to send baggage from Philadelphia to New Delhi Airport. Based on that, I suppose to receive our baggage at New Delhi. But, again at JFK airport Air India's staff asked to pay additional $125 and I paid the same (total $200).

2. We were again called by Air India staff on boarding Gate at JFK Airport and they pressurized to pay $600 more. I was not able to pay this huge amount then one Air India staff threatened and treated very rudely to remove this baggage entry from system so anyone cannot track and another Air India agent threatened they are going to put this baggage as orphaned/unattained and Air India would not be responsible for that.

They stopped us at boarding gate for about 1hr with my infant baby and permitted them (mother and baby) after several requests to board. We all were ill-treated by Air India staffs and it pathetic experience. I would like to know where we are guilty and the way that your staff treated with us is fair?

Seems it is major gaps between both partner airlines and lack of coordination or staffs are not trained enough to provide all information to customer.

3. If such huge amount could asked during check in at Philadelphia airport then probably we would preferred to not checked in it.

I tried my best to follow up with Air India management to deliver my baggage either on destination or in Philadelphia where we checked in but my all effort goes in vain. They are not accepting it is deficiency in their service and it’s about 11 months we did not received my baggage.

I have all email communication proof that can be send as and when required to you.

Based on above scenario I would request your help to get justice. I would be grateful for the same.

Regards

Mobile: [redacted] Email – [redacted] Checked in baggage price $1250 + checked in amount $75(to Delta Airline at Philadelphia) + $125 (to Air India at JFK) = $1450.00 + compensationDesired Settlement: Delivery of TV.

Extra money that I paid.

Delayed delivery compensation

Unprofessional attitude of the staffs.

Compensation for deficiencies in service.

Business

Response:

Dear [redacted],According to Air India's baggage policy,any extra piece that is also oversized will be subject to applicable fees as detailed on our website [redacted]. You were initially asked to pay $200 ($75 to Delta & $125 to AI) excess baggage. However, once we found out this piece was a TV and the total linear dimensions were 88", you were requested to pay additional $400 as per our oversize rules. You chose not to pay the applicable fees. You were then advised that you can have a relative or friend pick it up with the proper documents and authority from you. You stated that you did not have anyone available, and we advised you that the TV will not be able to go on the flight. You were further informed that Air India would not be responsible for the TV or any damages to it, and that after 1 week it would be disposed of if not picked up.You were also informed of the refund process for the $125 paid to Air India in excess baggage fees at the counter at JFK. You can send your excess baggage ticket with the payment details to [redacted], or by regular mail to: Air India Sales, Attn [redacted], [redacted]. Please also include the address to which your check should be sent, to request reimbursement of the $125 already paid.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]Please see my inline comment (in block [redacted]' response) along with response from Air India -

According to Air India'sbaggage policy,any extra piece that is also oversized will be subject toapplicable fees as detailed on our website [redacted]. You were initially asked to pay $200 ($75 toDelta & $125 to AI) excess baggage. However, once we found out this piecewas a TV and the total linear dimensions were 88", you were requested topay additional $400 as per our oversize rules. --------------------------------------------------------------------------------...⇄ response]: We bought tickets from Air India airlines from Philadelphia to New Delhi, since Air India does not had service from Philadelphia so they given connecting flight with their partner Delta airlines. We checked in all baggage (including TV) from Philadelphia to New Delhi and paid the additional fees asked by Delta Airlines at Philadelphiaairport during check in. They clearly mentioned baggage will be delivered to destination New Delhi. Based on that Air India does not suppose to ask any extra fees from me. If Air India has any extra baggage policy then they must make aware to their partner airline so Delta Airline should asked me to pay $600 (initially asked by AI and then later $400 although I suspect TV size 88”) or whatever fees are. That time I could take decision whether I should check in TV or not. It shows that either Air India does not have transparent policy or has gaps of communication between Air India and Delta airlines.Air India pressurized me to pay $175 otherwise they will not issue tickets (is that right approach? ) so I paid that amount at JFK New York airport when I was trying to get boarding tickets.There are about 4 hrs waiting time to get flight to New Delhi, during all the time we were waiting at waiting area at boarding gate , in between no one ask anything but just before boarding time they are asking to pay $600 (later they asked $400) otherwise they are not going to send my TV. It’s pathetic, how Air India can harassed their travelers to pay such huge amount when about to board? We were travelling with my 6 months old baby even they did to realize it and we had to stand at boarding gate for more than 30 minutes (I was standing more than 45 minutes) then they allowed to board. During that period Air India’s staffs attitude not at all professional.-------------------------------------------------------------------...⇄ India - You chose not to pay the applicable fees. You were then advised that you can have a relative or friend pick it up with the proper documents and authority from you. You stated that you did not have anyone available, and we advised you that the TV will not be able to go on the flight. You were further informed that Air India would not beresponsible for the TV or any damages to it, and that after 1 week it would be disposed of if not picked up.-----------------------------------------------------------------------------...⇄ response]: Since baggage was checked in at Philadelphia to New Delhi so there is no reason to interrupt it in between. But in spite of that I asked Air India to if they cannot deliver on destination due to any reason then please either send back to Philadelphia(Delta Airlines) so someone can pick up from there or send to requested address in USA(already shared in attached email communication). But they stick to mentioned I have to pick up or give [redacted] shipment details so they can dispatch. Why Air India doesnot send back either back to Philadelphia (Delta Airlines) or address that I shared? It’s clearly shows their intention was to sale that TV and earns money not deliver to destination.--------------------------------------------------------------------...⇄ were also informed of the refund process for the $125 paid to Air India in excess baggage fees at the counter at JFK. You can send your excess baggage ticket with thepayment details to [redacted], or by regular mail to: Air India Sales, Attn [redacted], [redacted]. Please also include the address to which your check should be sent, to request reimbursement of the $125 already paid.---------------------------------------------------------------------------...⇄ response]: Air India never taking accountability how to provide service to their traveler, I followed to return $125 then they responded to reach out relevant department in Air India. It’s their responsibility to process all request. How air India can instruct to contact here and there why not they returned amount it’s about 18months? Conclusion – my experience with Air India is they only harassing customer to take money without any transparency. They also are trying to impose their weakness and gaps between their partners to travelers. It should be addressed very proactively but unfortunately they do not care about their accountability towards service to the customer. It’s certainly a case of deficiencies in service and unprofessional attitude with customer. For details I am attaching relevant email communication with Air India.Regards[redacted]email - [redacted]Mobile - [redacted]----------------------------------------------------------------------...⇄ />
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Air India regarding complaint ID [redacted]Sincerely,[redacted]

Review: I have an unused ticket that I purchased from [redacted]. I was trying to get some answers on this ticket and possible refund or adjustment to another passenger. But even after repeated attempts, business failed to respond.

My email to Air India:

Dear Sir/Madam:

I purchased a ticket from [redacted] for a passenger named "[redacted]". The booking details are as follows:

Document [redacted]: [redacted] - [redacted] [redacted]

Booking reservation number: [redacted] But, unfortunately, she couldn't travel because of her visa issues. She had a 10 year multiple entry visitor's visa, but she failed to chek if her visa expired before I purchased the ticket. She went to the airport on the travel date and discovered that her visa was expired when the airline staff didn't let her board the plane. Later she applied to US consulate to extend her Visitor's visa, but it was denied. Because of this situation, she cannot travel to USA.

I was wondering, what my options are. My agent ([redacted]) told me to talk to airline directly.

1. Can I get any refund back?

2. If not, can I transfer this ticket to another passenger?

Please let me know.Desired Settlement: Response from the business regarding either refund or transfer to another passener. I need to know the options available for this ticket.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Air India has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I purchased a round trip ticket for my wife and daughter on Sunday, October *, 201* to travel to Delhi, India from Chicago, IL on Oct **. I made the purchase on [redacted] website.. The website informed me that cancellations made within 24 hours of purchase of ticket are fully refundable. The next day, Monday, October *, [redacted], we needed to cancel the ticket due to my wife's illness. I called Air India to confirm that the money would be refunded and they informed me that it would because I was cancelling within 24 hours of purchase. I cancelled the ticket and was informed on the website that only $1,430 of the $2,130 that I spent was being refunded and $700 was shown as cancellation fee. I called Air India again and they gave me an email address ([email protected]) and asked me to send them the details of the ticket. I did as asked and received a reply that the money would be refunded within 10 days. The money was not refunded. On October 16, I sent another email and was told that the money would be refunded in 10 days. The money has not been refunded to date, October **, 201*. Here are the details of the purchase:

Booking reference no (PNR): [redacted]

PASSENGER TYPE NAME TICKET NO.(S)

Adult 1 Pooja Arora [redacted]

Child 1 Anaya Rajshri Arora [redacted]Desired Settlement: Refund the $700.

Business

Response:

Psgr made a booking on the web and claims he cancelled it within 24hours of making the reservation. Our web dept deducted USD400 for cancellation.now he wants his balance money back message sent to web dept to refund the money if he cancelled within the time limit. If he cancelled as he claims that he cancelled he will get back the money that was deducted if not he stands to loose the usd700 that he is claiming

Review: Thank You for reading this message. I was traveling from JFK (NY) to AMD (Ahmedabad). I had my flight details with me. My flight was on time from JFK but as soon as I landed in Delhiat 2:30pm. I had my connecting flightat 6:10pm from Delhi to Ahmedabad. After that they told me its at 7:35pm. I didn’t argue or anything but I had connecting train to Bombay at 10pmfrom Ahmedabad. I talked to [redacted] around 3:30pm and I told him I don’t mind taking direct flight to Bombay. [redacted] told me that he will talk to his [redacted] and get back to me about it. I waited for him for 2 hours and no one came. After that they told me that flight got delayed and it will departure at 8PM still I haven’t gotten any confirmation about my flight or anything. After that I talk to [redacted] about it and he told me that [redacted] will be coming soon to talk to me. Its been over 5 hours since I have been landed at Delhi Airport. I haven’t received this kind of customer experience. Almost over 100 passengers were asking for the [redacted] but not even once [redacted] showed up at the gate. [redacted] was the [redacted] on duty. At 9pm New employee came to the gate name [redacted] Id# [redacted] I asked him for the [redacted] so I can talk to him about my problem. He told me to wait for 15 mins and I waited for 20 mins. He tells me that he’s on another gate talking to other passenger. Just to let you know now that Its been over 7 hours and I still haven’t met the [redacted]. I came back again and asked him where is the [redacted]; I haven’t received any answer from him yet. Now finally at 10pm; They are telling us that we are boarding now. I asked again that where is the [redacted] and still no reply from him. He told me that he’s coming. I waited for the [redacted] over 8 hours and at the end I ended up meeting the Field [redacted] who I met 4 hours and didn’t help me at all. I didn’t like the way he handle my situation and he’s telling the security people to take off the plane. We waited for over 8 hours and now he wants to give me an attitude. They are offering us free food and upgrade me to business class. I don’t want that. I came from NY only for 15 days and I couldn’t go to bombay with my family. The way you’re staff handle the situation and the passengers. They mishandled me so bad and poorly. I didn’t your service at the terminal in Delhi and Next time I would think 100 times to buy your ticket. I just want some kind of solution to this. I do have some pics and proof for this situation. If you need it please Let me know.Desired Settlement: I called them over 4-5 times about this. They responded me after a week later that they are sorry for the service. If thats what I wanted than I wouldn't have waste my time on this.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Dear Sir/Madam,

On recommendation of a trval agent I purchased Air India ticket to fly to India for my medical tretament.I was under treatment for a medical condition in New York which was costing me more so I deceided to go to India for an emergency medical treatment.ON landing India at [redacted] Airport, one of my baggage lock was broekn and both side of the bag were torn and vaulable items like IPAD, samrtphone S4 ,Movedo wrist wacth and some costly chacolates all worth more than $2000 gone missing.At the time of check in at JFK Airport the total weight declared was 46.6 lbs and on landing in India it was 10kgs less than the check in weightages.I made a complaint with Air India [redacted] Airprot and I was assured by the Air India that they will investigate the matter .Howvere it si more than 3 weeks and air India still not done anyhting and my repeated request is not attended by them properly. I stored all my medical history in those IPAD and smart phone S4 which are required to shoe the medical doctors here.Please kindly take up the matter with Air India New York and air India New delhi and take necessary action and respond properly to my compalints with them

I travelled on [redacted] sept,2013 by flight no [redacted].

Since I am travelling outside uS...plz I prefer email communicatiosn to my email id [redacted] or [redacted]

Thanking you

Yours faithfully,

[redacted]Desired Settlement: Other (requires explanation)

Consumer

Response:

At this time, I have been contacted directly by Air India regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

Dear Sir/Madam,

I

Air India wanted me to email them my complaint ref no so that they would do the follow ups.

I did email them all the required ref no and NOTHING heard from Air India New York office after that.

While this was going on, I also made several complaints with Govt authorities her and the Air India keep saying that my issues is settled.

However, as of today,that is as on **Nov,2013 10.00AM neither my local post office nor me have received any communications at all

Its clear case of stealing valuable items from checked in baggage by the airlines staff itself.Because they did not do anything with my other bag which was just full of cloths (used) only.The pilfered bag was under direct supervision of Air India baggage section and they lock was removed and only costly items were stolen and there was descripency of total weight on landing than the declared wt at JFK.It was less than 10 lbs and I have also lost my medical documents for the follow up treatment in India. I was under going treatment for the last 2 years in various New York hospitals and doctors office and my inability to meet the high cost I came to India for further treatment at low cost

Now I am stranded here in India and both Air India offices local office in India and the one at New York NOT AT ALL responding properly and doing nothing to trace and locate the culprit who has stolen my items from checked bags

You are kindly requested to advice me what could be done in this regards further,

Thanking you and I am eagerly waiting for your kind advice in this regards further

Yours faithfully,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted],

Our [redacted] station has advised that your claim has been settled as per rules in the amount of [redacted] towards loss of your items, and the check and accompanying letter has been sent to you.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because

Dear Revdex.com, Thank you very much for your email.I had a heart attack ad was in hospital and treatment for the last couple months.

Air India only paid me the loss of total checked in weight but they are yet to find out how it was taken out from my checked in box and took away my valuable electronic items

I repeatedly requested asked Air India for information's I wanted to know the out come of their investigations to find out my properties in this matter and payment for the loss of my electronic items..This is l yet to be settled by them..the balance for my electronic items still outstanding.So I still have this complaint against AIR and pay the balance amount equal to my property.

Thank you very much for your kind efforts in this regards,

Yours Faithfully,

santhakumar [redacted]

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

////// [redacted]

Business

Response:

Dear [redacted],

Your baggage claim has been paid as per our policy under which settlement for loss of items from checked bags are based on weight loss, and not on the value of the items.

We do our utmost to safeguard all luggage. However, like most airlines, we strongly recommend that valuable items not be placed in check-in bags, and this recommendation is displayed at all our counters.

We have no further comments to add in your case.

Regards, [redacted]

Air India - NY

Review: I booked a flight for two from [redacted] to [redacted] in February 2015, for travel September *-September **, 2015. I received an email Tuesday July ** stating that Air India will be stopping all flights from [redacted] to [redacted] and they will not be supplying me with an alternative option. They are providing a refund that may take up to 60 days but no assistance booking a new flight. Air India is a member of the Star Alliance that works with other airlines that fly to and from [redacted] ([redacted]). I have already communicated with Air India that I am very flexible and would appreciate any assistance they could provide. Flight prices have increased a considerable amount and I am booking for two people. Because this cancellation is due to matters completely in Air India's control I find unacceptable that they are not willing to even attempt to find me comparable accommodation, at no additional cost. I am not even able to find anyone to speak with on the phone. A customer service representative simply sends a one line email about how they cannot help me.Desired Settlement: I would like Air India to contact me as soon as possible (before August 2015) and offer to assist with the booking of a [redacted] flight (one of their Star Alliance partners) for similar travel options for the same price I booked back in February 2015.

Business

Response:

psgr did get in contact with us earlier and was given the full refund on the [redacted] sector

Review: I had travelled by Air India (AI) flight 101 on December ** from New Delhi (India) to JFK New York. At the time of taking delivery of the checked baggage, I noticed that one of them was damaged by them. This was pointed out to the representative of Air India at the airport who registered a damaged report (File Reference # JFK [redacted]/** DEC 13/[redacted]) and told me that he would get in touch with me for reimbursement of the cost, i.e. $ 91. I followed up the issue via emails to Air India several times since first week of January 2013 for reimbursement of the cost of the damaged suitcase. Copies of all the necessary documentation was provided to AI. After so many reminders they are maintaining that I should deposit the damaged suitcase with them at the airport or send the same by Fed Ex AT MY COST which would be around $ 80 (taxi costs $ 40 each way). As per IATA regulations it is airline’s responsible to make arrangements for collection of the damaged baggage from my residence. So far, they have not reimbursed me the cost of the damaged baggage. All the emails sent to them can be conveniently forwarded to you. Your intervention is requested.Desired Settlement: Refund

Business

Response:

[redacted] travelled on [redacted] of **DEC DEL/JFK. Upon arrival he reported damage and [redacted] file was raised. He sent us an email on **JAN14 regarding compensation and as procedure we followed up by requesting required documents. Adhering to Air India's baggage policy, we informed [redacted] that in order to settle the claim, the damaged bag must be deposited with Air India, otherwise a 50% amount would be deducted along with age depreciation costs. He was also informed that under Air India baggage policy,the passenger would bear all costs of depositing the bag. He refused to deposit the bag and insisted that Air India be liable for transportation fees.

Text of initial email sent to [redacted], explaning the policy:

> > Date: Sun, * Jan 2014 11:23:21 -0500

> > Subject: RE: Reimbursement for the damaged bag

> > Dear [redacted],

> > We acknowledge receipt of your damage baggage report.

> >

> > On the onset, please accept our sincere apologies for all the inconvenience caused to you due to the damage of your baggage.

> > In order to process your claim expeditiously, we request for the following:-

> >

> > Please send us a copy of your ticket, boarding pass, baggage claim and any photos of the damage to your bag.

> >

> > 1) Take the damage baggage to a luggage repair shop of your choice and get it repaired and forward the bill to our office for payment.

> >

> > OR

> >

> > 2) If damage bag is not repairable and you are unable to deposit damage suitcase to us then 10% will be deducted as depreciation and 50% of market price of similar suitcase will be settled.

> > We thank you for your patience.

> >

> > Sincerely,

> > [redacted]

> > Air India-JFK

> > Baggage Service

and, the last one sent:

Dear [redacted],

As a reminder, under Air India Baggage policy baggage must be submitted to Air India before settlement at bag owner's expense. Air India bears no liability for the transport of passenger or their luggage. If the bags are not submitted, 50% of the claim amount is deducted along with depreciation costs.

Once again I sincerely apologize for the hardships caused and thank you for your continued patience in this matter.

Regards,

Air India - JFK

Consumer

Response:

I am quite surprised at Air India’s assertion that I

“refused to deposit the bag”. This is totally false and misleading. In fact, at the time of reporting the damage

to Air India at the airport I had requested them to take the damaged bag from

me and replace it with the new bag at JFK itself so that I can unpack my things

from the damaged bag and pack these into the bag so replaced before leaving the

airport for my residence. AI’s

representative informed me that they do not have a replacement bag and they

would send me the reimbursement of the damaged bag soon. If Air India was so particular to get back

the damaged bag then they should have collected the same from me at the airport

itself.

Additionally, Air India has just forwarded copies of their

emails cleverly hiding what I mentioned to them in my emails. Therefore, I am attaching below copies of all

email exchanges with Air India since * January 2014. As you will observe, I have repeatedly made

it very clear to Air India that: 1. the damaged bag is with me, and 2. Air

India should make arrangements to collect the bag from me. However, Air India is insisting that I would

be responsible for depositing the bag to them.

Transportation of the bag to the airport involves that either:

I take

a taxi from my residence to the airport and back which costs $ 80 (taxi

charges $ 40 each way). According

to the formula enunciated by Air India, they would deduct 10% depreciation

thereby working out the reimbursement to $ 82. Air India does not want to reimburse me for hiring the taxi for the

purpose. Factually, this amounts to

the fact that if I spend my money to deposit the bag with them then I

would get reimbursed only $ 2 ($82 - $ 80:taxi charge) instead of $ 91.

Send

the bag to them through Fed Ex. Again,

Air India does not want to bear the cost for the same. Fed Ex also charges substantial amount

of money for the job.

This clearly demonstrates how badly Air India treats is

customers. First, the Airline damaged my

bag then asks me to spend my money to deposit the bag to them.

Finally, I would once again like to reiterate that the

damaged bag is with me. Therefore, Air

India should make arrangements to collect the same from my residence or make

arrangements to get the same through Fed Ex at their cost and urgently

reimburse me $91.

Sincerely,

Copies of email exchanges

·

[redacted]

>

> >

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,