Nature of Complaint. 8 hr flight delay & re-routing without adequate support.
Baggage mishandling and misplacement at destination.
Unprofessional behavior by AIX ground staff, leading to FIR filing.
Written commitments for refund made by airline, but no refund credited despite repeated follow-ups.
Poor grievance redressal, multiple cases opened, one even closed without resolution
Chronology of Events
17th April 2025: Air India Express flight delayed by 8 hours and re-routed.
Baggage was misplaced by airline. Escalations at the airport were met with staff misbehavior, resulting in an FIR being filed.
17th April – 29th May 2025: Multiple complaints raised with AIX regarding service failure and claim of ?24,445 filed for inconvenience and losses. Continuous follow-ups over email and phone.
29th May 2025: First written confirmation from AIX that refund would be processed.
June 2025: Numerous email threads and calls. Customer service gave repetitive scripted responses like “refund under process” and “will escalate”.
On 25th June, I was again asked to wait 7–10 days, but no action followed.
2nd July 2025: AIX sent an email confirming refund was processed and would reflect in my account within 5–7 days. No transaction reference number was shared.
14th July 2025: Sent formal escalation to senior management and customer care.
15th July 2025: Spent over 4.5 hours on calls with customer care executives and floor manager.
Outcome: No resolution, no refund, no transparency.
Shilpi
Navi Mumbai 400701, Maharashtra
Email: sxxxxxxxxx3@gmail.com
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