I had checked in for an Air India's flight 051 on November 9th for an onwards journey on Lufthansa to Ottawa, Canada. The flight was delayed. After noticing that I might not be able to catch my Lufthansa flight due to the delay, I contacted the ground staff at Hyderabad terminal to change my reservation. Similar requests for some passengers travelling to US was entertained but I was told that there is no concern to panic as they have alerted Lufthansa about my late arrival at Mumbai and the Air India staff will facilitate my checking in when I would land at Mumbai.
To my surprise there was no staff available contrary to what I was told. It took me usual time for collecting my belongings and reaching the departure terminal. By then the counter for Lufthansa's flight was closed. Lufthansa staff informed me that they can't assist me and I should rebook myself in the morning for their next flight. Air India staff refused help and asked me to hold Lufthansa responsible since it is their ticket and promised help only if Lufthansa endorses the ticket to them. Lufthansa staff declined the request for endorsement and suggested to speak to their sales office next morning. The only help these two airlines offered was to facilitate my leaving the departure terminal as it is against the Security Regulations that I stay there.
To make things worst, I realized that my credit card was left at my residence at Hyderabad. I had less than a few hundred indian rupees in pocket which was insufficient for checking in any hotel. Thus I was forced to sit outside the terminal with my belongings.
Lufthansa staff informed me in the morning that because of no-show I should buy a fresh ticket if I want to continue my journey. The staff said that they are a call centre and the only person who can decide on my ticket is Lufthansa's manager Mr. Madhu and provided his contact number. This number was switched off. I called the Lufthansa sales office again and then only I was informed that Mr. Madhu is abroad for a week and suggested that I contact my travel agent in Canada. It was past 11 pm in Canada but I managed to reach my travel agent thru my family in Canada who informed me that she made a fresh booking on the flight same evening but Lufthansa in India should issue the revised ticket.
Lufthansa staff refused to issue the fresh ticket unless I pay for it. I was forced to contact my brother at Hyderabad at his work and arrange immediate cash to buy a ticket. The ticket was e-mailed to me for continuation of my journey.
Because of lack of cooperation by Air India and Lufthansa, I was forced to stay out of the terminal building for almost 36 hours. I am diabetic and needed proper food, good sleep and access to washroom.
After reaching my home in Canada I filed a complaint with Lufthansa and Air India.
Lufthansa refunded a portion of unused ticket and paid $75 as compensation. They have been ignoring my requests for reconsideration of the compensation and the cost of the ticket.
All the 3 Air India's complaint status showed 'acknowledged' for a week, 'under process' for a while and suddenly 'closed' as their status. While I did not get any communication from them.
I would humbly seek your help and guidence for getting me compensation from both Lufthansa and Air India for sufferings because of their messy system.
My e-mail id is [email protected]
Thank you very much in anticipation of your help.