We bought a AI ticket for our mom who is a senior citizen to travel Delhi-Frankfurt-Chicago on Aug 2nd 2010. It was a sharecode flight of AirIndia 121 and Air India 8637 with Luftansa LH 430.
She was issued boarding pass only till Frankfurt from Delhi. They were supposed to issue her 2nd boarding pass in Frankfurt. After reaching Frankfurt at 6-30 am, she showed her confirmed ticket (which was an e-ticket, clearly mentioning her flight was confirmed) in the Lufthansa counter only to her nightmare they said, they have no record of her ticket, n she would have to contact Air India for the same.

The ground AirIndia officials is the airport were not of much help. SO we had to call AirIndia, India, Lufthansa, Frankfurt, AirIndia, Frankfurt and Orbitz (the portal thru which ticketing was done). After fighting with them for 6 hrs on the phone only Air India finally acknowledged the mistake was from their end n called it a 'technical issue'. with no regrets or sorry. After much threatening AirIndia agreed to get her onto their next flight which was after 24 hrs( 8.50 am the next day) flight no AI 127, with no other compensation.

Now she was stranded in Frankfurt airport for the next AI flight aft 24hrs, with no compensation from the AirIndia office or support. More over she was without a transit visa, stuck in the terminal w/o a cell phone too.. at least she was smart enough to use the public telephone n call us n fight for a standby in the next Lufthansa flight.. but her bad luck she didn't get thru any other flight and had to wait in the airport for more than 24 hours.

This kind of behavious and customer support was not expected of AI, and we will take appropriate action against your company.

Waiting to hear back from Air India..

Sundeep.S.Menon
COO
NFA Life Secure Pvt Ltd.
41, kutty Street, Sterling Road,
Nungambakkam,
Chennai-600034
India
Dear Sir,
I could have done this job better myself by forwarding my concern to the Consumer forum instead of waiting for a week. I instead gave your representatives and technical team 9 days time to react. During the course of time i have personally made a number of calls exhibiting my concern but the result was absurd. I had used your website Flights, Cheap Hotels at MakeMyTrip - India's No 1 Travel Site | Guaranteed Low Cost Air Tickets, Bus, Book Holiday Packages & Rail Tours Online on the 10th of August to book a ticket to Trivandrum on the morning flight at 8.55. This was booked so that i can attend the meeting at 11.30 am in the morning however the prices were shown for this flight and the booking was made for the flight. While the payment was made then this flight did not show up and the booking was done for a different flight for evening 18.20 hrs on the Indian Airlines with my booking ID as NF25142249642. My trip turned out to be a complete fiasco thanks to your agency as soon as i saw this print out. The next two minutes upon booking the call was made to your customer care agent, who explained that this might be taken up with technical team and immediately will be responded however the cost for the change could be paid and make my trip pvt ltd will later reimburse the cost paid for the date change of Rs. 1700 if it was technical failure.
I placed my trust in you and gave you my business. Firstly, the betrayal by your agents by not keeping up the promise and arranging a call back regarding my concern may not be tolerated. The last time I called the agent said that the complaint was not even registered. I felt that i was fool to call you so many times. The substantiate reason for my observation on your technical failures was that at 5.19 pm when the booking was made the morning flight of Indian airlines was shown but later the other website were showing the flight but make my trip pvt ltd. was not displaying the same however the date change was done by representatives at extra cost when the same flight was not shown on your website when i raised my concern. Hence this has been serious technical failure of your servers.
I assume the trust is a very important factor in business and you have ended up ruining that by not following up on the reimbursement of Rs. 1700/- charged. I suggest you look in to the heart of this problem and resolve it quickly. If failed to receive a reply then I will have to send you legal notices from our legal department to exhibit my protest. The way your travel experts run your business now will not be tolerated by your customers on a long run and will lead to the eventual demise of your agency.
I hope this letter reaches a responsible member of make my trip unlike my previous experience.

Thanking you
Regards
Sundeep.S.Menon
COO
NFA Life Secure Pvt Ltd
+919962699666