Mar 10, 2014 05:10 PM
4231 Views
I booked an international return flight ticket for my friend Mr. Sachin with the Booking ID: NN230146524964 on 21-Jan-2014. The ticket costed me INR 52740.00 On the day of travel on 01-March-2013 he collected his boarding pass and sat on the flight after clearing immigration only to offloaded few minutes before the take off with the reason that the ticket was invalid / cancelled. It was 9:30 PM in Germany (1:00 AM IST) so my repeated calls (Unfortunately I was also in Germany during this time) to MMT Call centre were unanswered. When I got connected finally on 02-March-14 I was told that its airlines mistake and the issued ticket is valid. When I asked for a resolution I was told that it would take 24-48 hours (normal TAT) for resolution as MMT needs to contact AI. However MMT people failed to recognize and expedite the process despite the fact that my friend was struck in an international location and a normal TAT would not make any sense at this point. However, I never received any response from MMT even till date.
So finally to find a fast paced solution I had to call customer care many times (20-30 times and costed me more than 40 Euros) due to various facts like
a. Either system do not accept the booking ID I entered.
b. It connects to domestic call center instead of Internal customer care.
c. My calls were put on hold for extremely long times(10-15 mins) without any updates so had to hang n call back again A series of reference id's(140302-007645, 140302-057521, 140303-032723, 140303-075111, 140302-066802) were created with irrlevant descriptions so I had to check each and every reference id to make customer care people understand my concerns. So finally decided to narrate the story everytime. After fed up I insisted in talking to floor supervisor and Paras Bajaj who gave me an interim solution that "Change the travel dates so that my friend gets home" and in the meantime we sort out the issue. This suggestion also had a caveat that I need to pay for the date change penalty charges, fare difference etc., Unfortunately I had no other choice so had to go with that. A new ticket was issued after paying approx INR 15000. Fortunately the reissued ticket was checked with Air India frankfurt office who confirmed that it is valid and my friend took the flight on 03-Mar-14 to New Delhi. Air India frankfurt office also confirmed that the ticket booked on 21-Jan-2014 was cancelled by MMT on 22-Jan-2014.
1.How and why the booked ticket was cancelled?
2.How this can happen and if this has happened why I did not get the money refunded.
3.Is someone trying to siphon off the money by employing third rated methods and putting consumers at unexplainable mental agony.
4.I paid date change penalty charges for re-issuing the tickets so paid INR 15K extra for the ticket I had bought for 52K earlier. This is a fraud. So MMT need to reimburse me the excess amount I paid immediately along with penalties for employing fraudulent means to cash in more money. 5.MMT is liable to pay cancellation charges for the connecting trains(from Delhi to Lucknow) which were cancelled since he could not travel on 01-Mar-2014 Everytime I get the same response from Shikha John, Jyoti Chouhan, Dipti and other customer service executives that they are validating the case where airline cancelled the ticket and would revert in 24 hours. This is getting repeated from 03-Mar-2014 Can your team look into this and help me with the refund along with the compensation for the mental agony and the harassment I underwent during these difficult time. Confirmation obtained from Air India Frankfurt office is attached in my complaint to MMT along with the ticket for resolution. Regards, Pradeep
