HARRASEMENT AND PHYSICAL ASSAULT BY AIR INDIA PERSONNEL
I had an Air India flight from Allahabad to Mumbai via Delhi(ANNEXURE 1). The journey date was 01 January
2018. The PNR no. was Z285V. According to the booked ticket I would have reached to Mumbai by 10:10 pm on
1st Jan. 2018.
But, I received a message from Air India at around 12:45 pm on 1st January 2018 when I was at my home in
Allahabad that the flight has been delayed and will depart by 05:30pm instead of 04:15pm. After about 15
minutes another message was received stating that the flight will now depart at 07:30pm, BUT NOT FROM
ALLAHABAD, BUT FROM VARANASI and surface transport will be provided from Allahabad to Varanasi. There
was no information in the message as to what, from where and at what time surface transport will be provided.
I was confused as to what I have to do then. Therefore I called Air India customer care (1800 180 1407) at
around 01:15 pm. The call duration was of around 25 minutes in which the phone was put on hold by the agent
(name: Vaishali) for about 22 minutes and conversation was of just around 3 minutes. The agent (name :
Vaishali) was not able to provide any correct information. Now the time was around 01:45 pm.
My family was also very worried. I had booked the ticket just 7 days before the journey date. I booked the flight
from Allahabad and not from Varanasi just to avoid any trouble of travelling from Allahabad to Varanasi which is
around 140km. The flight had cost me Rs. 11614. If I would have booked my flight from Varanasi the cost would
have been around Rs.6500.
We (me and my family) decided to leave (from my home) for Allahabad airport. We reached the Allahabad
airport by around 2:30pm. We saw a crowd infront of the airport entry. There were some Air India personnel
and few other people and few cars. I talked with the Air India personnel. Their replies were very rude and they
said to me that transferring the boarding point from one location to another and delay of flights are very
common. Mr. M.K. jaiswal (Air India official at Allahabad airport) told me that I should be grateful to them that
they had not cancelled the flight. I asked what to do for my Delhi to Mumbai flight which was to depart at 08:00
pm from Delhi. They told me to go inside the airport to Air India counter (at Allahabad). I did so. At counter they
wasted around 45 minutes and nothing could be done as they were facing internet problem. At last the
personnel at counter gave me a slip(ANNEXURE 2) which they said will convey that ‘I would be late in reaching
Delhi from Varanasi and my Delhi to Mumbai flight will be gone by that time. So they will make some alternate
arrangement for my Delhi to Mumbai Flight’. The slip did not contain any stamp or signature which they put only
after I asked them multiple times to do so. Mr. M.K. Jaiswal blamed that I was troubling them. I was then taken
for Varanasi via a car arranged by Air India. The time was around 03:45 pm. I was alone at that time as other
passengers had gone by then.
I was dropped at Varanasi airport at 07:35 pm. I rushed to the Air India counter. The Air India personnel at the
counter told me to wait for one hour. He did not give any information as to when I will depart from Varanasi. My
family back at home was also very worried. After getting no reply from the employee, I went to Air India
manager’s cabin at Varanasi airport. Shri Abdi who was the manager was not at his seat. I decided to wait and
talk to him. I saw his mobile number 9670454555 outside his cabin. I called him but call was not received. He
came at around 08:15 pm. I inquired about my flight‘s status. He told that I had to board the flight AI 428 which
at that time was scheduled for 10:00 pm. I explained him about my difficulties. But he said that he could do
nothing. I asked about the other passengers from Allahabad. He told that they had already departed for Delhi. I
was shocked as to why I am being treated so “specially”. He said I have arrived late. But I told him that it is not
my fault and I did not arrive myself, I have been brought there by Air India itself. I told them that Air India should
have taken the responsibility and boarded me also along with other Allahabad passengers. But to my surprise
they warned me that if they had told the passengers on the flight that delay is because of me, I could not have
expected the outcome. But I told them what was told to me by Air India personnel that delay in flight is very
common. It seemed as if they can say anything to pacify the passenger according to the situation. I was given the
boarding pass for AI 428(ANNEXURE 3). The flight arrived at around 11:15pm. The flight took off by around
01:00 am on 2nd Jan. 2018.
I reached Delhi by 02:30 am. I went to the domestic transfer but was not allowed by the security personnel to
enter. He told me that my flight was on 01 jan 2018 and it is now 02 jan 2018. Rather I was asked to go outside
and go to the Air India counter on 2nd floor. I did not realize that leaving the airport once will become another
huge pain for me. I did as I was asked. When I reached 2 floor , I went to gate no. 7 or 8 which was nearest to
me . The security personnel there also did not allow me enter the airport . He told me to enter through gate no.
1. I went there. But there they told to enter through the gate next to gate no. 1. That gate did not have any
security personnel. I found the Air India counter.
I went to the counter and tried to tell my situation. But no one listened. After waiting for some 15 minutes, I was
told that I could not get the next flight as there was no seat available. I asked them if I could talk to their senior
person. I was told that the manager was not there and I had to wait. I saw a list of contacts and called the first
number i.e. 8826294708 which was of AGM. The True Caller displayed his name as “SHAIL”. The manager
responded. I told him about my situation. He told me that I will be getting ticket for the immediate next flight
i.e. AI 887. He said to me to ask the employee who refused me the ticket to talk to him. The employee’s name
was Mr. Sagar Kushal. Initially he was reluctant to talk and demanded the name of the person on call. Then Mr.
Sagar talked with Mr.” Shail”. After that I thought that I will get the ticket. But no reply was given. After waiting
for around 20 minutes after the call I asked again. Meanwhile I also started making video so in case anything
happens afterwards I may have some proof as to how I am being troubled and harassed.
Mr. Sagar asked me if I am making a video. I told him yes. He said that this is not allowed and he will not give me
the ticket until I stop the video. But I thought that after taking so much pain I shall have some proof. There was
also no guarantee that he would give me the ticket after I stop the video. Mr Sagar asked his colleague to call
the CISF personnel. CISF personnel came and started arguing with me . I tried to tell them about my suffering
but they did not listen. They were talking very rudely and harshly. I recorded their video also. They physically
assaulted me. They snatched my mobile phone. I was shocked . I could not believe how can they physically
assault me without any fault of mine and that too infront of CCTV cameras. But after I resisted they gave me
my phone. They threatened me and said they will put me in jail with false allegation that I am teasing a
woman. They even asked a female Air India employee to file a false complaint against me that I am teasing
her. This really frightened me as to how can they say so and do anything like this and that to someone not
having any fault. After this CISF personnel went away.
I did not move from the counter. I was also very afraid. I was getting many negative thoughts. I was not able to
digest what kind of system and democracy this is. I called my parents. The time was around 3:30am. I told my
parents not to worry but just be on line. But whose parents cannot worry in this kind of situation. I waited for
some time and then again I asked that will I be getting my ticket? Mr. Sagar told me that he will make my ticket
only when I will delete the video. I assured him that on getting my ticket I will delete the video. But he refused. I
repeatedly, waited and asked him to make my ticket. Finally Mr. Sagar told me that now he will not make my
ticket even if kept standing till 07:00am and miss the next flight also. He also abused me. I was very disturbed
and not able to decide what to do. I again called the AGM at around 5:10am. He again talked to Mr. Sagar and
told me that he is coming to meet me.
After sometime an Air India official came and asked Mr. Sagar to make my ticket. He asked me to get in queue
and take the ticket. Meanwhile I also got a call (The no. was 7042262675) from an AIR INIDA official. The True
Caller displayed his name as Mr. SANJAY BISHT. He also assured me that I will get the ticket. I was continuously
standing for about 4 hours at AIR INDIA counter, when I finally got my ticket at around 5:45 am(ANNEXURE 4).
I had reached Mumbai by around 9:30am on 2nd jan 2018.
WHAT WOULD HAVE HAPPENED IF THE CISF PERSONNEL HAVE ACTUALLY FILED A FALSE COMPLAINT AGAINST
WHAT WOULD HAVE HAPPENED IF THE CISF PERSONNEL HAVE BEATEN ME?
WHAT WOULD HAVE HAPPENED IF AIR INIDA PERSONNEL HAVE NOT MADE MY TICKET?
IS THERE ANYTHING WHICH I COULD HAVE DONE IF THE CISF PERSONNEL HAVE BROKEN MY MOBILE OR
DELETED THE ENTIRE CONTENT?
This is really very sad that a common man has to go through such situations and there is no one to help him. The
system is made to help people but some people misuse their power, position and authority and harass people.
Even Putting false allegations seem to be so easy. What can a common person do if the saviors are going to be
I WANT AIR INDIA TO COMPENSATE FOR MY LOSS AND HARDSHIP. I REQUEST THEM TO ENSURE THAT SUCH
INCIDENTS DO NOT HAPPEN AGAIN WITH ANYBODY ELSE IN FUTURE. I ALSO DEMAND WRITTEN APOLOGY
FROM AND PUNISHMENT FOR THOSE WHO WERE RESPONSIBLE FOR MY SUFFERING ESPECIALLY MR. SAGAR