Air India complaints: comments, page 3
211 comments
Jack C
Verified | Jul 31, 2025
London-Sydney
Economy
No reason given
Flight was delayed from London, so I wasn't able to get the flight from Delhi to Sydney. I was in Delhi airport for 10 hours, I had to book a hotel and had food costs. The airline (air india) did put me on a flight 12 hours later but I didn't arrive at my final destination for an extra 1 day so I also lost out on a days pay at work. The airline did not tell me anything about why the first flight was delayed
- London-Sydney
- Economy
Mir Mazheruddin A
Verified | Jul 23, 2025London-Hyderabad
Economy
Influence by other flights
This flight was disrupted due to the closed Qatar air space for a day because of the war. I requested for a reschedule the following day. It got refused due unavailability and the booking was cancelled with the reason that only 1 change was allowed. I was told the booking was cancelled and had to start again.- London-Hyderabad
- Economy
Harshita H
Verified | Jul 22, 2025London-Bangalore
Economy
Successful claim
Technical problems
My Air India flight from London Heathrow Airport on November 26th, 2024, at 10 AM was significantly delayed and ultimately cancelled. We were kept waiting at the boarding gate for seven hours; initially, we were told the delay would be just one hour, but this stretched into an eight-hour wait. At 6 PM, the flight's cancellation was finally announced, with technical issues cited as the reason. The staff offered no apology, and their demeanor was unhelpful and rude when directing us. Subsequently, we endured another three-hour queue to book an alternative flight for the following afternoon. By the end of the day, we had spent from 7 AM to 10 PM at the airport without flying, a truly mismanaged situation. I was supposed to reach my destination on November 27th but only arrived on November 29th. I contacted Air India, and they instructed me to send an email, but I have not received any reply or response from them. As a result of this delay, I regrettably missed an important family wedding scheduled for November 28th- London-Bangalore
- Economy
- Successful claim
Ambadi P
Verified | Jul 20, 2025Copenhagen-Delhi
Economy
Successful claim
No reason given
Subject: Compensation Credited by Airline β Not Yet Received in My Account Dear AirAdvisor Claims Team, I have received confirmation from Air India that the compensation amount of EUR 600 for Case Reference 24340109 was successfully credited on 07 July 2025, with UTR number 1885001468481456. However, I have not yet received any amount in my account from your side. Kindly look into this matter and provide an update regarding the payment status at your earliest convenience. Thank you, Mr. Prasannan
- Copenhagen-Delhi
- Economy
- Successful claim
Aruna R
Verified | Jul 14, 2025Paris-Trivandrum
Economy
No reason given
Due to the delay of AI148, the connecting flight was missed and final arrival in TRV was delayed by over 10 hours. And our total plan for that day was disturbed, like cancelled the travels and things. While we appreciate the hotel and alternate flight arranged, this falls under Air Indiaβs duty of care and does not affect our right to compensation under EC261. And I contacted Airlines and received reply as AI148/02Jul was delayed due to Air traffic control which is beyond the control of the airline. In this instance, the delay does not meet the criteria outlined in our policy.- Paris-Trivandrum
- Economy
Priyanka N
Verified | Jul 9, 2025Delhi-Vancouver
Economy
I did not receieve checked baggae in ottawa and i was told to wait in vancuver to get the bag but in vancuver i did not get my lost bag and then i report to baggae claim and they give me PIR YVRAC96848 Its been 4 days i did not get any update about my bag
- Delhi-Vancouver
- Economy
Rakesh K
Verified | Jul 8, 2025Delhi-Vancouver
Economy
I was having connecting flights from Delhi to London, London to ottawa, ottawa to Vancouver. When i reached Ottawa, i did not get my Baggage on belt and i have told to baggage claim but i was told to wait for vancuvrr airport but i reached vancuver, i did not get my baggae then i filled a complaint to baggage claim and they told me that they gonna deliver my bag on my address but till now i did not get any response from them. I have reference number given by Vancouver airport YVRAC96848. But till now there is no update about my bag. even i have to purchase things i had in my bag so i have to pay extra for their mistake.
- Delhi-Vancouver
- Economy
Al Thaha Hussain T
Verified | Jul 7, 2025Amsterdam-Madras
Economy
No reason given
My recent flight from AMS to DEL to MAA, scheduled to depart on June 29th. The flight was delayed by over seven hours, which caused considerable inconvenience and undue stress. As an Infant passenger along with 5 years kid, such an extended delay was particularly challenging and physically taxing. The prolonged wait at the airport not only disrupted my travel plans but also significantly affected my well-being. Due to the delay, I had to re-arrange several subsequent travel arrangements- Amsterdam-Madras
- Economy
Manashree C
Verified | Jul 5, 2025London-Mumbai
Economy
Successful claim
Technical problems
The airline cancelled the flight on 24th June and they did not provide an alternate accommodation for the extra day stayed, neither food cost. Reason was unspecified- London-Mumbai
- Economy
- Successful claim
David Kamlesh D
Verified | Jun 30, 2025London-Vagaikulam
Economy
Weather conditions
I was flying to attend my Dad's funeral, but due to the disruption in flight, I missed my connecting flight. No presence of ground staff in Bengaluru, no responsibility taken by Air India. There was turbulence due to poor weather, but the flight landed with an added delay. Because of the delays, I reached home 14 hours later- London-Vagaikulam
- Economy
Chakradhar Rao V
Verified | Jun 30, 2025Hyderabad-Dallas-Fort Worth
Economy
We have contacted both American and British airlines for denied boarding for both me and my spouse Uma. American Airlines asked us to contact BA and they said it's because of security concern and did not provide details even after asking for details in specific.I am attaching those here for reference.
- Hyderabad-Dallas-Fort Worth
- Economy
Jen P
Verified | Jun 30, 2025London-Trivandrum
Economy
No reason given
Numerous emails sent to AI. This is last one; Sent: 14/03/2025, 4:46 pm To: appellateauthority@airindia.com; care@airindia.com Cc: nodalofficer@airindia.com; appellateauthority@airindia.com Subject: Re: Reg: Case # 17239407 - Flight Disruption : Others [ thread::QBi2K2qQJwelOKKOKes4BgA:: ] Dear Sir / Madam Please can I draw your attention to articles 7 and 9 of Air Indiaβs customer charter re the right to compensation and the right to care. Neither of which I have been offered but other passengers on the flight were. As stated previously in my numerous emails to you, the flight from LHR to DEHLI which I was on, was refuelling and still boarding passengers after the departure time! This was not down to ATC. Furthermore on arrival at Dehli, it was a further 40 minutes before we were able to disembark. There was no priority disembarkation for passengers with connecting flights, nor was any info given at this time! I know as I asked on board due to worries about missing my connecting flight. I was not offered any right to care and spent over 12 hours at Dehli airport. You have lied and said this is not the case, but you will find in your records my luggage was checked in for the flight to Trivandrum as soon as I was able to. Other passengers travelling to Trivandrum were offered hotel accommodation, food and transport to and from the airport for the subsequent flight which eventually left 12 hours later. I shall be taking this to then CAA asap as I am entitled to compensation. You have not even provided a statement as requested, that I can use as evidence for an insurance claim. I am very disappointed with your customer care. Regards J S Peach- London-Trivandrum
- Economy
Martin F
Verified | Jun 28, 2025Economy
Missing baggage.
Transferred from flight AI 131 to BA128 because of Air India flight cancelled but I have not received my checked baggage do not have a PIR number as staff at Mumbai said I did not need on as my baggage was following on next flight. also I landed at terminal 5 and Air India use terminal 2'- Economy
- Desired solution
Other
Tarun Kumar N
Verified | Jun 19, 2025Economy
my vacation has been cancelled totally
my plans got cancelled i need a compensation of 2000 dollars i tried to contact the air india customer service but there is no response.- Economy
- Loss: β¬1650
- Desired solution
Refund
Justice Satish C
Verified | Jun 15, 2025Economy
T-3 Lounge
Being a member of Platinum Maharaja Club, I am entitled to use lounge along with one person. But this time I was travelling with my PA and a colleague so request for the third person's entry in the lounge was denied in a tone of an authority and in unpleasant manner. As our flight was in next 40 minutes so we left with any argument. my suggestion is that for third but bonafide passenger entry may be allowed by deducted FF point or charging some money. Justice Dr. Satish Chandra, FF -- AI- 105833316 AI-803 New Delhi to Indore time 17.05
- Economy
- Desired solution
Other
Hinal T
Verified | Jun 6, 2025Copenhagen-Mumbai
Economy
Successful claim
Weather conditions
Flight delayed from CPH to DEL by 3 hrs + led to cancellation of my train from Sonderborg to CPH & re book costing me money extra. Connecting flight from Del-BOM was also made to change by air line as delay was more. With little 4 years old it was difficult to bear. Compensation is must!- Copenhagen-Mumbai
- Economy
- Successful claim
Ritto E
Verified | Jun 2, 2025London-Kochi
Economy
No reason given
Flight was late,its supposed to be take off on 20:30 but taken off at next day morning 1 am nearly due to technical issues.- London-Kochi
- Economy
Pradip Singh R
Verified | May 28, 2025Delhi-Hamburg
Economy
Influence by other flights
All booking were made with Lufthansa under the same booking ID : Q792MQ My DELβFRA flight (AI 2029 /LH 7253) was delayed, arriving at 20:47 on 21st May 2025 instead of the scheduled 18:55. (operated by Air India) As a result, I missed my connection to HAM (LH036) (scheduled departure: 21:15 21st May 2025). (operated by Lufthansa) I was rebooked (LH002) on the next available flight at 06:30 on the next day i.e. 22 May 2025, resulting in an overnight delay and arrival at my final destination more than 8 hours later than planned.- Delhi-Hamburg
- Economy
Aparna R
Verified | May 23, 2025Vienna-Delhi
Economy
Technical problems
They told some technical issue after 4 hour said flight canceled at first they were not providing alternate flight later after nearly1 hr call with flight customer care they re booked ticket after a day delaying 24 hour. I had a booking in India which o already paid for is loss with a lot of time. Also they did not provided us the transportation from the hotel to the airport next day leading me to pay 60euro- Vienna-Delhi
- Economy
Smita Rani S
Verified | May 16, 2025Vienna-Kolkata
Economy
Successful claim
Technical problems
The scheduled time of departure of my flight from Vienna International Airport was at 8.15 pm. Because of the cancelled flight I had to stay inside the airport the whole night as my VISA validity was for 8 days and I was not allowed by the immigration for a exit. The airline authorities also could not help me with this. They could only provide some refreshments in the mid night and 20 EUR voucher in the next day morning for the breakfast inside the airport only. However my struggle doesn't end here after spending a exhausted day and a sleepless night in Vienna city and airport respectively. Again, I had to wait till afternoon for my next flight which was at 2.10 PM (The ticket booked by Air India officials).But, it was in a different airline (Turkish airline) which I didn't prefer earlier because of 2 stops. One at Istanbul, Turkey and another is at Mumbai, India before reaching my destination which is Kolkata. Another disaster happened during this process was that I lost my check-in luggage. It was supposed to reach at Mumbai airport with Turkish airline. The Air India authorities were informed us to collect our luggage in Mumbai airport only when we asked about our check-in luggage at Vienna airport before boarding to Turkish airline on 4th May 2025. So, finally, when I reached Mumbai early morning on 5th May 2025, I found out that the Air India people sent us to India somehow, but they could not send our luggage. With no other option left, I just boarded the next flight to Kolkata with my cabin baggage only. As I reached one day late, I missed one of the important office meetings which was pre scheduled for 5th May. The meeting was over by the time I reached Kharagpur, the place where I work. In this whole process, I was mentally and physically so exhausted that it took me 2-3 days more to get over the incident that happened to me for the first time in my life. I wish no passenger to experience such horrible journey in their lifetime.- Vienna-Kolkata
- Economy
- Successful claim
Nandini G
Verified | May 14, 2025Vienna-Bhubaneswar
Economy
Successful claim
Technical problems
I arrived at my final destination, Bhubaneswar, more than 24 hours later than originally scheduled due to the cancellation of my flight. The airline informed me of the cancellation shortly before the scheduled departure and provided an alternative flight with a significant delay. However, the communication from the airline was minimal and unclear, and no proper assistance or care was extended during the disruption. As my visa had already expired, I was not permitted to leave the airport premises and was forced to remain there overnight without access to accommodation or adequate food. This caused severe sleep disruption and discomfort. The lack of care and support during this time added considerable stress to an already difficult situation. The delay had a direct impact on my professional responsibilities. I am a PhD scholar, and losing a full working day affected my research schedule and productivity. Furthermore, the mishandling of my luggage added to the inconvenience. My baggage was delayed by more than eight days, and as a result, several items I had carefully packed β including chocolates β were damaged or spoiled. This entire experience caused significant disruption, emotional distress, and financial loss, all of which could have been avoided with better management and communication from the airline. I am therefore requesting appropriate compensation for the delay, the lack of care provided, and the damages incurred.- Vienna-Bhubaneswar
- Economy
- Successful claim
Nesar K
Verified | May 13, 2025Frankfurt-Bangalore
Economy
Successful claim
No reason given
Due to delay by Air india I missed my next flight from BLR to HBX (Tickets attached). I hade to book another flight my myself.- Frankfurt-Bangalore
- Economy
- Successful claim
Mitroy R
Verified | May 6, 2025London-Goa
Economy
Successful claim
No reason given
We booked a ticket well in advance several months ago,because of my cousin sisters wedding,so excited ,when we arrived at London Heathrow,they told us flight had been cancelled and they told us stay in hotel and will rebooked again, apparently we plead with them ,somehow they manage to rebook us in different airlines,we flew,but we arrived late in Mumbai for our connecting flight to Goa....so we missed our flight,again,after lots of hassle,we arrive to Goa, unfortunately we couldn't make it to wedding,because of tight schedule and we were exhausted...this is not the first time...- London-Goa
- Economy
- Successful claim
Gigi P
Verified | Apr 23, 2025Economy
Unsatisfactory Response β Request for Accountability for Mis
it is a highly distressing and avoidable travel disruption that occurred on 18 April 2025, due to the delay of IndiGo Flight 6E6932 from Calicut (CCJ) to Mumbai (BOM). This delay directly resulted in my inability to board my onward international connection β Air India Flight AI 131 to London Heathrow (LHR), scheduled for departure at 14:20 hrs Despite having informed IndiGo in advance about my international connection, the original flight was disrupted and subsequently rebooked to an alternative IndiGo flight, which arrived in Mumbai at approximately 13:10 hrs. I proceeded without delay through the terminal and reached the boarding gate by 13:20 hrs. Upon arrival, I urgently approached Air India ground staff and explained the situation, requesting expedited clearance through transit formalities to allow me to board AI 131.However, despite the aircraftβs actual delayed departure and my presence at the gate well within the timeframe, I was denied boarding. This was done without any meaningful support, flexibility, or initiative on the part of the airline staff. I must emphasize that from 13:10 hrs onwards, I was actively requesting assistance to ensure timely boarding, yet was met with indifference and procedural rigidity. The aircraft eventually departed more than 25 minutes behind schedule, making the refusal of boarding both unreasonable and unjustifiable. This experience has had serious and far-reaching consequences: I incurred significant financial losses, including the cost of rebooking my international journey, emergency accommodation, and related travel expenses. I experienced considerable mental distress and physical exhaustion, having been left stranded at Mumbai Airport without appropriate guidance, accommodation, or care. No alternative arrangements, compensation, or even basic support were offered by Air India, despite multiple efforts through on-ground staff and my travel agent. There was a complete absence of proactive or compassionate customer service, particularly concerning the known circumstances of my situation. This incident clearly demonstrates a breakdown in coordination, a lack of accountability, and a serious lapse in duty of careβparticularly unacceptable for an international carrier entrusted with the movement of time-sensitive international passengers.
- Economy
- Desired solution
Nikhil K
Verified | Apr 21, 2025Copenhagen-Kochi
Economy
Successful claim
Technical problems
Mailed to an Air India employee , who had given his contact details at the time of boarding, but no reply recieved- Copenhagen-Kochi
- Economy
- Successful claim
Jatinder S
Verified | Mar 24, 2025London-Delhi
Economy
No reason given
Good morning Iβve just spoken to an advisor that has suggested I email the customer care team. I have traveled and returned but have a serious concern with regards to delays and dishonesty by Air India customer service department. Passengers travelling were Jatinder pal Kaur suri Anneeka Singh Suri On 01.03.25 my flight was delayed by 7 hours, air India claim it was due to weather conditions, unfortunately for them this was the one and only flight out of many that was delayed all the other flights did leave in time even the air India flight thatβs leave around 11.30 left in time. Ground staff were atrociously disorganised and could not give any answers or advice. Apparently no food vouchers were given for breakfast and lunch! And Iβm out of pocket for that. I did a door to door journey of approximately 22 hours. Missed my dental appointment that I had pre planned and was unable to get my treatments done due to the delays and lack of time left for my return. I always book my flights with your company and as a matter of fact also with Air India but I have had such a terrible experience with them and trust yourself to address the above issue with them! The fact I have been in touch with them and to receive a negative response and dishonest answers baffles me. Iβm seeking a full refund for both tickets I purchased in good will and reimbursement of my expenses for breakfast and lunch. Please would you be kind enough to deal with the above situation as a matter of urgency! I really your help and support and trust you will assist on this matter promptly. Regards Jatinder Suri- London-Delhi
- Economy
Sudhir G
Verified | Mar 23, 2025Birmingham-Delhi
Economy
Successful claim
No reason given
When myself and my 2 sons reached the airport on 22nd July 2023 to catch the flight, we were informed at the airport that the flight has been cancelled. There was no mail or SMS sent to any passengers so there were couple of hundred passengers who reached the airport to then know about the cancellation. Air India booked the revised seats for us after 24 hours (on 23rd July 2023) and we arrived at our destination a day later.- Birmingham-Delhi
- Economy
- Successful claim
Anil N
Verified | Mar 2, 2025London-Delhi
Economy
No reason given
Flight got delayed by more than 6 hours. We were told at London airport that the plane that is going to take us dis not reach in time. Flight landed Delhi at 4:30 AM on 2nd March instead of scheduled arrival time of 10:25PM on 1st March.- London-Delhi
- Economy
Sunny K
Verified | Mar 2, 2025Economy
Lost Luggage at Airport King Fahad Damam,Saudi Arabia
Lost Luggage at Airport King Fahad Damam,Saudi Arabia, and very Unprofessional Behaviour of airport authorities.- Economy
- Desired solution
Expenses reimbursement
Other
Maria Fatima D
Verified | Feb 14, 2025Economy
Traffic jam , travelling from vasco to mopa airport
when i was travelling from Vasco to Mopa airport Gox traffic jam was in Porvorim area where the work was in progress, so i could not get my flight , on time which was at 2050 Flight No AI 2514 and i have to purchase ticket of amount in indian Rupees which cost me 16000 around for spice jet airline to get in connect with my second flight in Mumbai which was around 06.10 on 9 Th 0f Feb Flight no AI129. when i reached to Mumbai , and went to the counter for check in, i was told by the staff member that my flight has been cancelled , and i cannot board on the flight, so i had to purchase another ticket to London Heathrow, which on 10th of Feb 06.10 AI129.Im in complete loss 443.25 , in pounds, so please possible could airlines help me to get my Refund, i will really greatful to you.- Economy
- Desired solution
Patricio G
Verified | Feb 2, 2025London-Mopa
Economy
Successful claim
Technical problems
On the day of travel at 11:30 am I received an email informing me that the flight was cancelled due to technical issues. I was offered a flight on the following day the 1st of February, but I which I accepted.- London-Mopa
- Economy
- Successful claim
Nihar D
Verified | Jan 28, 2025Amsterdam-Bhubaneswar
Economy
No reason given
For this flight cancellation, my father and my uncle waited for the whole day with my Mother who is not well for the whole day in Bhubaneswar. And all my plans got disturbed. Airline did not help me to get accommodation or food, nothing. I was not able to sleep at the Airport because of insecurity of my luggages.- Amsterdam-Bhubaneswar
- Economy
Tomas Jose F
Verified | Jan 27, 2025London-Goa
Economy
No reason given
Hi can you advise me i had submitted my compensation twice and i had got the mail saying that my claim was closed can you please give me the reason. In that same flight AI 128 London to Mumbai on 25th November 2024.- London-Goa
- Economy
Shivji P
Verified | Jan 27, 2025London-Bhuj
Economy
Successful claim
No reason given
My travel agent contacted the air line on my behalf and they advised that they would not pay compensation as the delay was beyond their control. Please refer to previous upload for a full account of my journey.- London-Bhuj
- Economy
- Successful claim
Shivji P
Verified | Jan 24, 2025London-Bhuj
Economy
No reason given
My first leg of the flight was delayed five hours and I missed the connecting flight. I requested the next available flight which was on the next day. I was told there are no available seats on the next flight. I asked what are my options. The booking clerk told me I could go on another flight to a Ahmedabad and make the rest of the journey by road which would be about six hours. The road journey would have to be at my expense. Another option was that they would refund the ticket to bhuj and I would have to fund the rest of the journey myself. I am not familiar with the country so I rejected oth options, also I would out of pocket. I enquired when the next available flight was. I was told it was in two days. I asked if I selected that option would I be given accomodation until then. He replied it is Air India policy only to provide 24 hours hotel stay. I expressed that that was very unfair and requested their policy document which stated this. He replied that they did not have it in print. After several hours of waiting in the hope of a seat becoming available on the next flight I had to make a decision as I may risk getting a seat on the flight I was offered two days away. The airport organised a taxi and paid for 24hours hotel stay. I had to pay the next 24 hours myself which amounted to Β£89 at the time- London-Bhuj
- Economy
Khushi B
Verified | Jan 17, 2025London-Ahmedabad
Economy
Weather conditions
I am writing to formally lodge a complaint regarding my recent travel experience with Air India. I was booked on flight AI-171 from London Gatwick to Ahmedabad on 7th December 2024, scheduled to depart at 8:00 PM (Booking Reference: 56P3Q2). Unfortunately, this journey was severely disrupted due to delays and cancellation, causing significant inconvenience and expenses. After checking in and waiting at the airport, I was informed that the flight was delayed by four hours. During this delay, I had to purchase food at the airport, incurring additional expenses. Subsequently, when I proceeded to the gate, I was informed that the flight had been cancelled, causing further frustration and disruption. Following the cancellation, I had to complete immigration formalities and retrieve my luggage after having already waited for several hours. By the time I exited the airport, there were no cabs available in the area, and I was forced to take the tube, for which I have attached the relevant receipts. Upon reaching Kingβs Cross at approximately 1:00 AM on 8th December, I had to take a cab to get home, further adding to my financial and physical strain. Additionally, I incurred costs for cab travel to London Gatwick Airport on 7th December for the cancelled flight. This expense was unavoidable, and I request reimbursement for this as part of my claim. The next day, I boarded the rebooked flight, which was delayed again by more than 3.5 hours. This extended the total delay to over 24 hours, during which I experienced considerable fatigue and stress. To substantiate my claim, I have attached the flight disruption statement provided by Air India, which confirms the cancellation of flight AI-171. Under the UKβs Air Passenger Rights Regulation, I am entitled to compensation of Β£520 for the cancellation of this long-haul flight (over 3,500 km). I also request reimbursement for the additional expenses incurred due to this disruption, including the cost of food purchased during the delay,transportation expenses, including tube and cab fares, the charge for my cab to London Gatwick Airport for the cancelled flight. This experience has been deeply unsatisfactory, and I am seeking a resolution that addresses both the inconvenience caused and the financial burden I have faced. I request your prompt attention to this matter and ask that you process my compensation and reimbursement claim without delay. If you require any further information or documentation to facilitate the resolution of this issue, please do not hesitate to contact me.- London-Ahmedabad
- Economy
Amit Kumar G
Verified | Jan 11, 2025Kolkata-London
Economy
Flight from Delhi was schedujed to arrive at Amsterdam at 18:45 but arrived atleast an hour late. My connecting flight to London City Airport at 19:30 has already departed/about to depart when zi landed. Airline staff told us to speak to ground staff who told us we have missed flight and they will move us to next flight which was 12 hours later. We had to ask them to arrange accommodation. They inforned us it has been arranged and asked to speak to Danata staff at arrival hall 3. When we reached there, they took our nane and inforned us no hotel has been booked. They toon our name, passport and again contacted someone from Air India to get authorization for boking. It took nearly 90 min from thextine our flight has landed to get confirmation that hotel has been booked. During this time, there was no representative from Air India and Danata staff suggested us to Google their no if we want to speak to them. The whole process was poorly managed and we were given impression that they were doing a favour to us by trying to sort accommodation for us. We also asked to speak to airport manager but staff at Dabata refused to call them and even suggested they don't know manager at airport. There were other people in similar position and all of us had a fairy bad experience.
- Kolkata-London
- Economy
Nicholas G
Verified | Jan 11, 2025Economy
Extremely poor customer service!!!!
**Subject: Formal Complaint Regarding Poor Service and Treatment at New Delhi Airport β Flight 3rd January 2025** To Whom It May Concern, I am writing to formally lodge a complaint about the extremely poor service I experienced both with Air India and the airport staff at New Delhi on Friday, 3rd January 2025. The situation I faced was distressing, frustrating, and completely unacceptable. My flight AI 333 from Bangkok to New Delhi, which was scheduled to arrive at 12:10 PM, was delayed due to air traffic. While I understand that delays can occur, I had a connecting flight from New Delhi to Birmingham at 1:10 PM, leaving me with very little time to pass through security and make it to the gate. Upon arrival at New Delhi airport, I Immediately rushed through the terminal to reach security. The security department was in complete chaos with literally hundreds of passengers queuing up. Despite the staff announcing the imminent departure of the Birmingham flight, l wasn't fast-tracked to the gate. I rushed to gate 3 only to find out the gate had closed I arrived there 10 minutes prior to the scheduled departure. .Soon after I noticed other passengers in the same situation who were also turned away. I and the other passengers were then told to follow a staff member, who was supposed to assist us in resolving the issue. However, this staff member handed us off to two others who appeared unaware of the situation, leaving us to repeatedly explain what had transpired to three different individuals. Unfortunately, we received no clear answers regarding the next steps. We were instructed to sit in a designated area, hand over our passports for scanning, and wait for an update. We waited for three hours, during which time we were completely ignored when we sought information or clarification. We were told that our passports would not be returned until further notice, effectively leaving us without any means to purchase food or drink, as we were not allowed to access our documents. The entire experience felt like we were being detained without explanation. To make matters worse, we checked Air Indiaβs website, which showed that our flight to Birmingham had departed at 2:00 PM. We could have been able to get on the flight if the staff didnβt turn us away as we still had an hour to spare. We were left in the dark, feeling trapped, while the flight had clearly and visibly not left until after we had arrived at the gate. After hours of waiting without any communication, we were told that we could retrieve our passports, but only if we signed a document stating that we were βno-shows.β This was utterly unreasonable as we had arrived at the gate on time, and the situation was beyond our control. When we refused to sign the form, the staff continued to withhold our passports, At one point, one member of our group suggested calling the police, and the staff responded with laughter, as if the situation were a joke. The staff continued mishandling documents, including accidentally ripping our boarding passes and attempting to glue them back together. Next, the staff decided to call our names one by one to see if we had all of the correct passports then refused again to give our passports back again without giving a reason, we were then lead on a wild goose chase down a set of stairs and had our names called out one by one again to see if we still had the correct passports which caused further unnecessary stress as this did not need to happen again. At this point, 4 hours had passed since landing and we still didnβt have our passports back. We were lead to the beginning of the air port again in which they said we needed our bags to be scanned through security (we had already done this before reaching our gate in the first place) and was told to wait again as they needed to sort a flight out for us, in which we started to get really angry because we had already waited 4 hours to still not have an update on what was going on. We felt like we were getting nowhere. At this point, our frustration reached a breaking point. The staff showed no intention of deescalating the situation or offering any form of customer care.I asked a customer service staff member if we could get some vouchers for food or drink and I was told no. No food, drink, or updates were provided, and we were left to fend for ourselves in an airport far from home, without Wi-Fi or means to contact our families. Eventually, after five hours, we were told that we would be rebooked on a flight to London Heathrow at 2:35 AM the next day. I asked if there would be any transport provided for us to get back to Birmingham and I was told no I would have to make my own way back at my own expense Despite the fact that we would be stranded for 15 + hours, we were still not offered any food, drink, or compensation for our time and distress. Given the severity of the situation, the lack of customer care, and the distress caused, I am seeking compensation for the significant inconvenience and emotional distress l endured. This first time experience has left me with no desire to recommend Air India or visit New Delhi again. I expect a prompt response and resolution to this matter. If not addressed appropriately, I will be forced to share my horrific experience publicly, including leaving negative reviews. I simply wanted to go home, but instead I was treated with disregard and disrespect throughout the entire ordeal. I look forward to your prompt response and resolution. Yours disappointedly Nicholas Gibson- Economy
- Loss: β¬200
- Desired solution
Anonymous member
Verified | Dec 31, 2025Economy
Request for Flight Rescheduling Due to Medical Emergency
I am writing to request a rescheduling of my flight due to an unforeseen medical emergency. My current booking details are as follows: PNR: E548WJ Route: New Delhi to Pune Scheduled Date and Time: 1st January 2025 at 4:00 AM Unfortunately, my mother-in-law has experienced a cardiac arrest and is scheduled for surgery tomorrow 01.01.2025, as advised by her doctor. Given these circumstances, I kindly request you to reschedule my flight to 7th January 2025.- Economy
- Desired solution
Other
Shashwat G
Verified | Dec 27, 2024London-Delhi
Economy
No reason given
Flight was delayed 12 hours from 8.35am to 9pm and we weren't given any reason. The delay was announced a couple of hours before the planned takeoff.- London-Delhi
- Economy
Esakkiappan G
Verified | Dec 9, 2024Vienna-Delhi
Economy
Influence by other flights
Flight was suppose to leave from Vienna at 8.15pm but it did leave only at 11.20pm as it was delayed for more than 3hrs- Vienna-Delhi
- Economy
Tulxidas P
Verified | Dec 8, 2024Mopa-London
Economy
Trouble caused by airlines changes and updating on time
My flight was due from GOX to LGW on 8/12/24 at 12.30 .. .. After that it got delayed for 6.5 hrs... After waiting for so long i got to know that it got cancelled and rescheduled next day on 9/12/24 at 12.30... Basically almost 24 hrs+ delay... And not to compensate they named it as cancelled and rescheduled.. My money for taxy and food outside wasted... Again i have to boom new taxy on 9/12/24... And i had ro reach on 8/12/24 as i had very very important work to do... It became so much trouble for me
- Mopa-London
- Economy
- Loss: β¬167.64
- Desired solution
Apology / Voucher
Mariam B
Verified | Dec 7, 2024Milano-Delhi
Economy
Weather conditions
I am writing to formally express my dissatisfaction with the handling of a flight cancellation that caused significant inconvenience, financial loss, and emotional distress. The flight cancellation announcement came after I had already spent three hours at the airport, completed check-in procedures, and was prepared to board (1 hour before the scheduled flight departure). The cancellation was attributed to bad weather conditions in Milan; however, to my knowledge, no other flights were cancelled that day. This inconsistency has raised questions about the validity of the stated reason for the cancellation. To make matters worse, the airline made no effort to notify passengers in advance about the cancellation or provide information regarding a replacement flight. We were left completely in the dark the entire day and night, uncertain whether there would even be a replacement flight. It was only the following day at 2:30 PM that we were informed there would be a replacement flight, and even then, no exact departure time was provided. This lack of communication caused immense stress and confusion among us. The situation not only disrupted my plans but also caused additional financial burdens. I had to cancel a pre-arranged hotel booking and a driver in Delhi, incurring cancellation fees. Furthermore, the cancelled flight caused me to lose two days of my trip in India, including huge mental stress and burden as I was going to attend my best friend's wedding (for me and my friend who is the bride). The only care provided by the airline during this ordeal was booking a hotel near the airport for us to sleep, which did little to alleviate the inconvenience or provide clarity about what was happening. The replacement flight eventually departed more than 27 hours after the original flight, further compounding the disruption and forcing me to reorganize my entire itinerary on very short notice. I trust that your team will handle this matter with the urgency and fairness it warrants. I look forward to your response and a resolution.- Milano-Delhi
- Economy
Onkar S
Verified | Dec 5, 2024London-Delhi
Economy
No good air india
When they serve food they give food to everyone when come to me the girl say to me food finish they never give me anything for 8hr to Delhi. This is the rejon I say air india no good.- London-Delhi
- Economy
Praveen B
Verified | Dec 5, 2024London-Bangalore
Economy
Successful claim
No reason given
The flight was initially planned from Gatwick, they changed the airport without informing. On the day, the flight got delayed by two hours and then additional 2 hours. Then finally cancelled. They did not even arrange the meals. I am diabetic and my sugar level shot up because of this. They provided hotel at 2:00 AM. The whole thing impacted my health. I had connecting train from Bengaluru which I missed because of this as well.- London-Bangalore
- Economy
- Successful claim
Naishali C
Verified | Nov 29, 2024London-Rajkot
Economy
Technical problems
We were supposed to be flying at 12-30 and flew at 17-30 instead causing us to miss our connecting flight and spending 8+ hours in Mumbai.- London-Rajkot
- Economy
Jagruti C
Verified | Nov 29, 2024London-Rajkot
Economy
Successful claim
Technical problems
Hi, I was supposed to be flying with my daughter and sister at 12-30 but the flight was delayed until 5:30. Due to this delay, we then all missed our connecting flight. Our flight had to be changed from 6-35 to 16:05!- London-Rajkot
- Economy
- Successful claim
Anupama R
Verified | Nov 29, 2024London-Rajkot
Economy
Technical problems
So our flight was scheduled for 12:30 however it took off at 17:30 instead. We had our connecting flight due for 6:35 which we missed due to the five hour delay and we were forced to take the later flight which was at 16:05. We spent the whole day in Mumbai airport waiting for our second flight.- London-Rajkot
- Economy
Saumadeep B
Verified | Nov 27, 2024Milano-Mumbai
Economy
Technical problems
The flight delayed by 4 hrs at Malpensa Airport and due to the delay, I missed my connecting flight at Delhi. A new flight was arranged from Delhi to Mumbai and that delay was over 4 hrs again. I should have reached Mumbai by 1 pm but I reached at 6 pm. The overall total delay was 5 hrs due to initial delay and flight change.- Milano-Mumbai
- Economy
Shalini M
Verified | Nov 26, 2024London-Bhubaneswar
Economy
My flight was cancelled as said by the Employee of AirIndia
I arrived at Delhi (DEL) from London Heathrow (LHR) on the morning of the 23rd and proceeded to board my connecting flight to Bhubaneswar (BBI). At the counter, an airline employee informed me that my flight had been canceled. However, I noticed the flight was still listed on the schedule. When I sought clarification, the employee continued to insist that the flight was canceled, which I later realized was a blatant falsehood. They rebooked me on a different flight scheduled for late at night. Later, I discovered from airport staff assisting me with my wheelchair that the real issue was the flight had been overbooked. This was completely unprofessional and outrageous. Instead of reaching home at 5 PM as planned, I finally arrived at 12 AM, exhausted and unwell. I firmly believe I deserve compensation for this ordeal, and if Air India does not address this matter, their deceptive practices must be exposed.
- London-Bhubaneswar
- Economy
- Desired solution
Apology / Voucher
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