"complaint is about ground personnel". Review on Air India

I have no complaint about the service we received on our flight other than the entertainment system was somewhat hard to use and that my husband could find no classical music which he usually enjoys listening to on long haul flights. My complaint is about the ground personnel for Air India in Delhi. Due to a mechanical problem on our flight from Kolkata we missed our connection to a Lufthansa flight in Delhi. Lufthansa could not help us book a new flight and told us that Air India had to do it. When we finally made our way to the Air India booking desk there was a mob at the desk, not an organized queue. Would it be too much to put up some ropes so that people could queue and be helped in an orderly manner? When we finally got the attention of a person at the desk she said we had to contact Lufthansa in order to rebook which was the opposite of what Lufthansa told us. She gave us a voucher for a hotel and told us to contact Lufthansa in the morning. It was now 5 am. The hotel was horrible. It looked to be still under construction. It was cold and in a noisy neighborhood. The breakfast was awful. We could not reach Lufthansa with the phone numbers that Air India had given us the night before so we had to head back to the airport after getting less than three hours of sleep. This time there was no mob in front of the Air India booking desk but the man who helped us was interrupted 10 times while serving us. He told us he needed a ticket number to rebook the flight. Why didn't the Air India woman the previous night tell us this? After we provided him with that number it took him 2 hours to make the new booking. Then we had 13 hours to wait for our flight with no comfortable place to wait since we were told we could not access the Business Class Lounge until 4 hours before our flight. When we were finally allowed to check in for the flight the personnel at the Air India Business Class desk could only be described as surly. I find it difficult to believe that Air India truly wants its employees to treat passengers especially those who have paid a premium to fly in business class to be treated so poorly