NEW DELHI: Air India reportedly changed an elderly couple‘s tickets and destination without informing them beforehand, as per a user who recounted the couple’s ordeal on X.
The user, named Dushyant Arora, said his partner’s parents found out about the changes to their flights only when they tried to check in.
“My partner’s old parents- cardiac patients – were to fly to Newark today via @airindia @RNTata2000 When they tried to check in last night, they found out- Air India unilaterally changed their tickets 1.put mother in one flight, father in another. 2. One flight to depart on one day and the second on another 3. Changed destination also- mother to Newark and father to New York,” Arora said in a post on X.
“I repeat – they found out all this when they tried to check in. No one even bothered to call. 4. They had to cancel their tickets- mother’s first time flying abroad- she doesn’t want to fly alone,” he added.
Responding to the X user, Air India said it has processed a full refund as asked for by the customer.
“Dear Sir, please be assured that we never intend to disrupt our customers’ travel plans and regret that this situation occurred. We have just spoken with the primary customer booked in the PNR and have processed a full refund as per their request,” Air India said.
After hearing Air India’s response, Arora angrily said the company sought apologies only after he made these details public.
“Full refund – why, did you earn a hefty differential selling those tickets at a premium price? What about their anguish and the differential they will have to pay now if they want to fly? You should be putting them on another flight – same flight- same and correct destination- same day- since that needs to be spelt out,” he added.
The user, named Dushyant Arora, said his partner’s parents found out about the changes to their flights only when they tried to check in.
“My partner’s old parents- cardiac patients – were to fly to Newark today via @airindia @RNTata2000 When they tried to check in last night, they found out- Air India unilaterally changed their tickets 1.put mother in one flight, father in another. 2. One flight to depart on one day and the second on another 3. Changed destination also- mother to Newark and father to New York,” Arora said in a post on X.
“I repeat – they found out all this when they tried to check in. No one even bothered to call. 4. They had to cancel their tickets- mother’s first time flying abroad- she doesn’t want to fly alone,” he added.
Responding to the X user, Air India said it has processed a full refund as asked for by the customer.
“Dear Sir, please be assured that we never intend to disrupt our customers’ travel plans and regret that this situation occurred. We have just spoken with the primary customer booked in the PNR and have processed a full refund as per their request,” Air India said.
After hearing Air India’s response, Arora angrily said the company sought apologies only after he made these details public.
“Full refund – why, did you earn a hefty differential selling those tickets at a premium price? What about their anguish and the differential they will have to pay now if they want to fly? You should be putting them on another flight – same flight- same and correct destination- same day- since that needs to be spelt out,” he added.
