Appaled at the lack of customer service by AI. Review on Air India

My air India flight from Ahmedabad to Bombay was delayed by three hours yesterday which resulted in my missing a connecting flight to Nairobi via Addis Ababa via Ethiopean airlines. When the flight was delayed, I brought this to the attention of the air india agent in Ahmedabad. I pointed out that my international connection to Nairobi was going to be missed. He assured me that there would be no problem in booking me on another flight and that he would send an email to the agent in Mumbai to take care of the connection and that I had nothing to worry about. He went onto say that there were numerous flights that were part of the star alliance going to Nairobi so it would not be an issue. I asked him for something in writing but he refused to provide it and asked me to trust him.

Upon reaching Mumbai,  I went to the Air India office and the tables were turned completely. They were rude, completely indifferent and refused to acknowledge any ownership or offer any assistance with alternative flights, hotel arrangements if no flights were available. I was stranded at the Mumbai airport with no plans for several hours in an international travel lag. The email from the agent in Ahmedabad was never sent. So much for trusting Air India.

Ultimately out of desperation, I went and pleaded with an Air India officer in the business office. He was the one consummate professional in the lot and sympathized with my situation and agreed that my request was completely fair. He tried very hard and helped me get on a connection with Kenya Airways leaving that evening. While I was ultimately able to reach my destination, I was completely shattered by this experience.

I am still in shock and disappointment   with the complete apathy and disinterest on the part of Air India in assisting customers. In situations like this when there are flight delays one would assume that the airlines would go out of their way in meeting the needs of customers to circumvent any inconvenience.

Had it not been for that one sympathetic agent, I would still be stuck at Mumbai airport trying to get back to Nairobi. This is why Air India  has such a bad reputation and everyone I speak with warns against using it.

I am never traveling on this airline again even if its a FREE ride. My emotional equanimity is worth a lot more than a free ride.  A completely negative experience and takes the C out of customer service. A passanger should not have to coax, cry and cajole to have such a simple request met.

It seems to me that Air India trains its customer service staff and managers on how to be rude, disrespectful and apathetic to its customers. The staff member that did help me was exceptional but he seemed to be the exception than the rule.

-Prachi