Air India Express / service and penalty fee
My name is Jeyanthi Mala and I accidentally booked a ticket from Singapore to Chennai (Booking Ref: RKLLRS) yesterday (26/8/2018 at approximately 8.00 am) when my final destination was Trichy. I realized my mistake a few minutes after the transaction was completed. I contacted the customer service hotline and was informed that there will be a penalty fee of SGD90.00 which I thought was unfair since it was a mistake. So request the matter to be escalated to a person who could make a decision and was informed that there were no such person. I should contact the office the following day should I wasn't to speak to an officer.
When I contacted the customer support on 27/8/2018, my call was handled by Srinath. He kept telling me that it is the penalty policy but was not able to clarify the reasoning for the policy. The travel date is 7/9/2018 and I realized my mistake and yet the penalty was not being able to be waived off. He informed me at first that I was to pay SGD90.00 and later, when the cancellation was authorized by me, he informs that another SGD 18 (hidden charge) will be charged. I am rather disappointed that Air India Express' senior staff member is unable to provide full and complete information before a transaction takes place.
During our discussion, he also threatened that if I do not cancel today, I will have to bear the total cost of the ticket. Is this how Air India Express handles its customers. This is poor form.
I am truly disappointer that I have to pay the penalty fee, the web service fee and most all having to deal with an employee who did not have the authority to deal with my concern.
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