This is with reference to the in-flight on board experience when I traveled thru' Air India AI 348 from New Delhi to Shanghai on 18th Aug. We had made the bookings thru Thomas Cook, and had made special meal & Bassinet seat requests done telephonically on 16th Aug
I had an Infant of 2 months travelling with me, on calling up the toll free no. - 1800227722 of AirIndia from Indore, India, I was told that we are not allowed to carry any baby food in the cabin baggage and all the requisite things needed to feed the baby would be served on board and I need to place a request for these upfront. Hence I had requested for Lactogen 1, Boiled Water and skimmed milk to be served since the baby was completely prescribed by the Doctor to be fed formula milk only.
On the 18th Aug when I asked the crew for the baby feed, they said they have not been served the same from the caterers. However, the meal request was placed and very much there on the charts (passenger lists) that the crew carried inflight. I was such a horryifying experience on board. The baby was not fed for the entire journey of 5 hrs and 48 mins. Also there was a delay in flight departure from New Delhi. The infant had major trouble travelling and was crying bitterly for food. The crew sounded helpless and were shunning away from their responsibility of representing the airline and said it was not their mistake as the caterers didnt supply. At the time of landing also, the crew did not bother to arrange for the feed at the Airport.
It was a nightmare as a mother for me to pacify the baby. I could not believe how an airline could be so callous and casual about their approach towards hospitality that too with infants. It was one outrageous experience I have ever had and the baby could not sustain the hunger for such a long time. I was not able to eat food myself. I have a few questions for which I need answers.
How could an error of this nature happen?
Are you really taking care of you customers on board?
Are you all really serious about the special request that they make?
Is it worth charging so much when you dont serve what is desired?
Dont you check the inventory of caterers before the flight takes off.
How is an infant supposed to sustain 6 hrs of long distance journey without feed?
Is the crew responsible enough to own their/airlines/caterers mistakes?
I want the airline to repay me back the air fare and adequately compensate for the losses of health, sore throat of the baby due to constant crying and the trauma which I underwent as a parent, not being able to help my child.
Travel Details - (Eticket enclosed for reference)
Flight No - AI 348
Class - Economy
Seat No 6A, 6B and 7A
Name of Passenger - Mrs Prachi Dashora Pendse (Self Mother of the infant)
Name of Infant Passenger - Master Vishrav Pendse
Destination - Pudong, Shanghai
Boarding from - New Delhi, India
Crew Incharge - Ms. P Kumar
Date of Travel - 18 Aug Tuesday.
I had filled in a feedback form in the flight and handed it over to the crew making a mention of my complaint. However the airlines has made no reverts so far.
Looking forward to a revert from your end.
Kindly let know, the email ids of customer service head and the general manager, I would wish to mark a copy to him for the same
Regards
Prachi Dashora Pendse
Cell - 86-13585715451
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