I was trying to use miles to book a flight for my parents MAA-BOM in December. Since the online link did not work, I emailed AI and got a call from the reservation desk who helped me make the booking last week Friday. My parents (both senior citizens) went into the Chennai city AI office on Monday to confirm the booking and did have the required documents with them. The experience they had was just baffling. It is alarming to see the lack of respect and consideration that some of these people confer upon senior citizens. My parents hung around for almost 2 hours, were made to fill forms, make some payment and all, only to be told that the reservation expired at 4:30 pm (though they were there from 2:30). AI made an alternate booking and needed additional cash to confirm it. Since my parents did not have the cash, they stepped out to get it. By the time they got back, the officers closed the building and left them standing out (this was about 5:15 pm).

Initially, I was just aghast and did not want to deal with AI ever again. But now, I am determined not to let this go. I have another reservation made and I have emailed the chennai office and called them (though nobody picks up the phone). Next step - will see them in person and resolve this. Any words of advice as I do this?