[debair]

It is with deep regret that I have to inform you that the services rendered by Air India staff is heartrending.
Let me jot down the problems I had to face during my travel from US to Delhi to Kolkata on 14/15 Nov 2010

1. In the US to Delhi flight (AI102), the sound of the TV/Movie in my row of seats was not functioning. Nobody in that row could watch a movie or play a song. Imagine the dilemma and the frustration when you board a long flight home and you have to end up sitting looking at the flight ceiling. Not sure how it was went without being checked and fixed by the ground staff before the flight took off.

2. After landing in Delhi around 4:30 PM on 15th Nov, began the saga of suffering, confusion, negligence on the part of Air India staff. Firstly, the connecting flight (AI680) cancellation from Delhi to Kolkata was not informed till late into the night (3 hours - it was 8 PM when we came to know). None of the Air India staff was available to inform us of any further action to be taken in lieu of the cancellation.
Secondly, after we were able to get hold of some staff, we were made to wait and wait on every step for hours together without having any clear process or agenda in place. We were made to wait in the immigration (3 hrs - it was 11 PM when we got out of immigration) because there were no Air India staff with us and when they were they did not know what to do.
Thirdly, after we finally managed to be immigrated we went to collect luggage which due to mis-management were not to be found and finally when most of us found them, they were made to sit in the bus for hours (3 hrs - it was 2 AM on 15th Nov when the bus left for hotel). In between, we were not told of the hotel name nor about next day's flight ticket process or anything that would be needed for us to take a comfortable flight home. We were stranded in the luggage area without a SINGLE Air India staff available to help us or address our concern. It was VERY VERY FRUSTRATING! I had my mother of 64 years old who had no place to lie down for hours.
While most of the passengers got their luggage and were waiting in the bus, some of us were still looking for our luggage. When finally we found them (some registered lost baggage complains), we found out that the bus had left for hotel without taking us. We then had to book a Toyota Van and go to the hotel on our own. By the time we reached the (wrong) hotel Centaur, it was 3 AM.
Fourthly, we left for airport at 4:30 AM to catch the 6:30 AM domestic flight to Kolkata. In the airport, we found that we were not allowed to enter because we did not have any ticket/boarding pass etc. The Air India counters had no clue what we were talking about. After much much shouting and requests, we fought ourselves in. Then began another round of shouting at the Air India boarding pass counter. The Air India staff there also did not have any idea about our so called reservation. After a hell lot of cries and shouts and pleading we got our tickets few minutes before boarding. Also, I have to mention that there was lot of issues with allowing such large checked in luggage (from international flights).

SO what I get from the above is that Air India does not own responsibility and does not know how to carry them to satisfy customers. The highlight of this whole issue is that they are no where to be found when needed for all faults of their own and no faults of ours (or maybe we did make a fault by taking Air India flight). The passengers had to spend grueling hours from 4:30 PM on 14th Nov till 2 AM on 15th Nov before we were taken to a hotel.

It has made me rethink in making Air India as my future travel partner. I will never ever travel with AirIndia again.