Air India
Improve Customer Service! - Airline reservations

I am not sure why and how Air India always provides the worst customer service to its clients.

I bought an Air India 'open' ticket to the US and paid extra for the ticket. Now, I want to reserve a return ticket to India, Air India is not able to help me with my reservation.

I have called three times and each time a person comes on line (the first time, the customer service rep hung up on me). The second time, he asked me to call back saying that he could not book me on Continental from Indianapolis to Newark. The third time, the customer service rep asked me to call Continental myself and confirm my own tickets!

I would like to know, why does AI take bookings that they cannot handle? Why are customer service reps so rude? Not one thank you or sorry. They talk as if, the customer should do their work and book their own tickets (after taking money from them).

Why does AI treat customers like shit when they cannot even make a reservation?

The person I now spoke to, his name was Abhishek. I also spoke to Farshad who is supposedly the duty manager; and then a lady, XXX Thomas who was the person who hung up on me.

Abhishek asked me why I got an Open ticket when I should have got a reservation in India. I asked him, why would a person pay extra and buy an open ticket? If I knew when I was going to return, of course I would have bought an closed ticket. When I am not sure when I am going to return, a passenger will buy an open ticket. (Rocket science?)

Abhishek very politely said he cannot help me. I wonder why he calls himself a customer service rep if he cannot help a customer in booking a ticket?

I have spend hours on the phone with AI, and i still do not have tickets to India!

How Air India can help?
1. They have to take a hard look at their customer service policy
2. They must train their customer service reps on how to talk to customers.incorporate simple words like PLEASE AND THANK YOU will help a lot.
3. AI should maintain good rapport with other airlines
4. AI should not make promises for services that they cannot handle
4. Start thinking on how AI can provide service to customers?
5. And put in an action plan to provide service to customers for a change...

AI requires a total attitude change. Start thinking of customers and before asking them to take a ride!!

Company: Air India
Country: USA

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