Sub – Undue and unwarranted harassment received from the responsible Austrian staff at your check-in counter at Mumbai Air Port, Instead of offering proper service forced to contact Mumbai City Office on technical grounds.
*Baggage Delay not given ZSUDMJ for 29th sept arrival at Mumbai
Ref – Itinerary - Reservation No. ZTDCJY Returning to destination Copenhagen
Dear Sir,
I, the undersigned, under protest submit the following for your kind consideration, as I have received tremendous harassment from your Austrian Air Checkin Counter Staff who have rejected my itinerary on technical grounds, demanding paper ticket for my return flight, thereby was sent back unnecessarily. I possess all details on reservation and seat no. I am now forced to pay rebooking and cancellation fee of Rs.29, 200 to avail paper ticket and postponed departure to Copenhagen on 1st Feb, on reissued ticket by your office in nariman point. Such kind of treatment is baseless without any proper guidance given to me by your responsible staff, who behaved irresponsible way and such behavior has forced me to pay additional sum as cancellation fee and have to stay in Mumbai one more day and could not travel on my preplanned return date. Regarding this please give us proper explanation on the following a few points raised out below for proper justice and common service expected from your airlines.
1. We never asked your agent to issue Paper Ticket, it always on E-ticket whenever we travel
2. Check-in staff at the counter has not given any alternate way to get duplicate ticket on the counter, instead asking us directly contact City Office which closes during night. Counter Staff said they would charge EUR 100 per passenger to reissue ticket. Even though we were ready to pay at the counter itself, we were still directed to contact city office
3. City office says that I was provided an option to go for Reissue at counter, which contradicts totally. There is miscommunication by your counter staff to city office
4. The counter staff has to asked to make FIR to reissue ticket in order to comply with reissue of ticket
5. No information was given that next flight will cost additional EUR 50 cancelling previous flight, so that means I have to pay EUR 150 per passanger for rebooking and cancellation
Passanger Ticket Amount Forced Rebooking Fee
Poonam venkatesh Tirandas EUR 843 EUR 150
Janhavi Venkatesh Tirandas EUR 633 EUR 150
Aditya Venkatesh Tirandas EUR 65 EUR 150
Total EUR 1541 EUR 450
What special service you offered us to charge One third of freight amount as rebooking fee.
- Why do you charge exhorbitantly where Europe Office charges only Eur 35 for reissue of ticket and rebooking… what is the special service you offer in India
- Why do you charge flat fee per passage, why not on reservation
6. Why did not Service Tax and Central Excise is not split and shown on collected INR 29200, does it mean that this extra income does not come in national tax bracket
7. I would like to bring your kind notice that your Austrian airline staff has given very unrespectable treatment and avoided normal rules and formalities as it is regular practice of international airlines to undertake Baggage delay claim, compensation was not considered and given upon claim, all baggages were delivered on the next day more than 24 hours delay.
**Booking No. ZSUDMJ Four passenger, it happened in the past twice.
Why did not airline give claim for business class passanger with family who resides in denmark
Thus proper service is denied to us which unlawful and proves irresponsibility and bad attitude/approach towards customers.
I have therefore to mention here that though there was no written guidelines on the itinerary issued by your agent about the paper ticket, that would be must accordingly. It seems that service treats customer as a beggar and loot them by demanding exorbitant fees and hidden fees. Further I was forced to give police authorities about the loss of paper ticket to enable to get paper ticket for my return jounery. This is a breach of trust and unjustifying which please note and let me know what should I do in future and give your clarification and justification on above.
Your Faithfully
Ms. Poonam Venkatesh Tirandas
Bevtoftgade 8, 1th
1736 Copenhagen
Denmark
Email - [email protected]
Tele – 45-61202458
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