Sep 15, 2015 01:05 PM
14228 Views
From: [email protected] Received: 9/2/2015 10:17 PM
To: Appellate; Customer Relations; customer relations; Customer Relations.; Customer Relations.; Nodal
Cc: [email protected]; [email protected]
Subject: PNR:- XFQBXH Customer Grivance.Immediate attention is needed
Dear Sir,
Quote:
As per IATA medical manual Sec:-6
“It is recommended that airlines consider the medical report / certificates / advice given by the passenger’s physician. This advice is taken into account by each carrying airlines own medical department before declining whether or not and under what condition the passenger is acceptable for carriage and which type of special assistance could be offered by the airline.”
As per IATA medical manual sec:-6.1.5 under head of special services it is noted that
“Special services may be provided by the airline if given sufficient advance notice and some may be available at free of cost where oxygen cylinder is one such services.’
Unquote
Now the fact is that Shri Madhusudan Debnath(M76) along with Smt Gita Debnath(F67), Ms Dolly Debnath(F35) and myself Mukulesh Debnath(M42) all from same family were to travel from Delhi to Kolkata(flight No: 6E203) and PNR No: XFQBXH. The ticket was made through call centre office No: 099103838 on 31.8.15. During the process of ticket confirmation it was very clearly conveyed to them that a mini medical oxygen cylinder might be required in the aircraft(Keeping the same in aircraft is mandatory as per DGCA requirement) during the journey, though the patient is fully fit for air travel as per the medical practitioner. All these oral communications are recorded and can be called for any requirement.
On 01.09.15 at around 12 noon we arrived at IGI airport, N.Delhi and just went for check-in, I wanted to be very sure that the aircraft carries medical oxygen cylinder as per DGCA norm, your person sitting their told me that they do not carry any medical oxygen cylinder. I thought that the lady unknowingly told me so and then I escalated the case to the higher official but he reacted very unprofessionally and told me that we cannot allow the passenger. I explained that I was carrying medical practitioner’s advice. They told me that final judgment can be given by their Medical officer only. They took some time and said that the patient is medically unfit. When I told them that I wanted to talk with the medical officer with the paper, then they replied that there was no such officer present and INDIGO reserves their right to cancel anybody’s boarding. Their behavior was very unprofessional, they basically humiliated us along with the patient and they treated us like beasts which is not acceptable under any circumstances.
They forcefully cancelled the tickets and informed us that the amount will be updated as per mode of aishwaryasingh23ment within 7-8 working days. No further help was rendered by your representatives and we had to undergo through tremendous mental pressure and agony and lost financially too.
Under the circumstances may I draw your attention and ask you to reply
under what circumstances you denied our boarding, when your person categorically assured me about oxygen cylinder during ticketing.
Why you will not take action against errant officers(Mr Gagandeep and his team members and another lady floor mAnasultanger) for dealing unprofessionally and misbehaving with us?
Why you will not comply the mandatory DGCA requirement that medical oxygen cylinder is mandatory in aircraft?
Why you will not keep the provision for medical officer there to review the situation.
There are many untold incidents too which I would like to share and you may reach to me at any point of time through mobile no; 09433043502 / 08697701961
I will wait for your reply for a few days failing which it will be referred to DGCA and NHRC for further action.
Yours Truly
Mukulesh Debnath
