Grievence on air india for unnecessary charges

Hello sir/Madam, I was supposed to travel from bangalore to badgogra in air india on 11th august 012. My pnr number is y13fj. I have to carry my golden retriever dog with me. This is the first time I was planning to travel with my pet in air india. I visited bial airport and asked about informations and expenses for carrying my pet. I was given a cargo contact number by air india and was asked to speak and proceed for the booking before 2 or 3 days of travel. From 7th august I started calling to th eprovided number, but it said that the number does'nt exist. Then I searched from google and called in all the provided numbers for bangalore location from airindia cargo link. There was either no response, call was picked up and disconnected or the number was no more working. Finally I mailed customer care for help with their manager in CC. Finally I got a reply from air india on 8th august at around 4 pm that they have forwarded the query to station manager bangalore that I am not able to get in touch with air india cargo. Today on 9th jully I received a call from air india cargo after 12 pm and they said that the station manager has just informed them. They also told that since my flight is not direct they will not be able to carry my dog.No other private airlines is ready to take my dog in this short notice and due to their no response for these two days I have to cancel my trip. I told cargo that I want to cancel myticket and will not pay the huge cancellation fees since my cancellation is solely due to the negligence and delayed response by them. After that I got a call from customer care and after informing the same they asked me to send a mail which they wanted to send to their higher authority. Finally I DID the same. At last today evening I got the folloing mail from mr. Santhosh. Madam, this has further reference to your mail dated 08 august 2012 addressed to our customers services section . Our cargo staff contacted you this morning regarding carriage of your pet dog from bangalore to bagdogra. They have informed you that they are unable to carry your pet dog since it is not a direct flight and change in aircraft is involved at kolkata,. You had mentioned to them that since you were unable to carry your pet dog ,you would like to cancel your booking. Accordingly our reservation staff from our booking office contacted you this afternoon to inquire whether you would like to cancel your booking. You have a online ticket issued through our website as per details given below; ai772 e 11aug blrccu hk2 ai721 e 11aug ccuixb hk2 you were informed by our reservation staff that there would be a cancellation charge of rs950 per coupon per passenger as per the present cancellation/Refund rules. Since your ticket has been purchased before the new refund rules came into effect and being a non refundable ticket, you may claim a refund of all the tax components of your tickets. The basic fare of rs1550 per ticket in non refundable for cancellation and refund of your web booking you may send a mail to our e commerce section. The e mail addresses is ecommerce at airindia.In on receipt of your mail our e commerce section would take necessary action to cancel and refund your booking in accordance with our regulations. Assuring you of our best services at all times. Your faithfully, santosh shenoy asst manager cs for station manager air india ltd. Bangalore. This cancellation is solely due to the irresponsibility and negligence of air india and I can't bear such a huge fine of around rs. 5000 rupees for this. Already I have lost rs. 5000 for cancelling the packers and movers today morning due to their no response. I also cant leave my pet and travel. Please give me judgement. Our money values and government phones are not to be unanswered or kept in inactive form. Regards, nilanjana. ---- Forwarded message ---- from: nilanjana saha date: thu, aug 9, 2012 at 7:39 am subject: re: mail from air india to: customer services air india , @airindia.In hi, as per my discussion with air india representative, I request to kindly not levy the cancellation charge of rs.950 for each ticket since it is the complete ignorance of air india cargo for cancelling my trip. I am not able to leave my dog and go back. Any other airlines is not ready to take her in such a short notice. Else rest all were fine with my travel before. Kindly go ahead and cancel my tickets and I wish to get the full refund back without further escalation & wastage of time . Nilanjana. On thu, aug 9, 2012 at 3:28 am, nilanjana saha wrote: hi, I just got a call from cargo section stating that they will not book my dog in cargo. The response was not in time and at this point no other airlines will even take a booking for my dog for this short period.If this was responded in time then I would have spoken with other airlines and booked in cargo. Cargo division asked me to speak to reservation/Cancellation for my issue. Hence I am cancelling my trip. I am trying to call customer care for reservation and cancellation from both my landline and mobile but there is no response since last 20 mins. I don't know how to settle this now over phone. By this mail thereby I confirm to cancel my ticket with pnr number y13fj and no cancellation charge should be levied on me since I had to cancel my plan due to negligence of air india. Thanks, nilanjana. +91 830. On thu, aug 9, 2012 at 2:32 am, nilanjana saha wrote: I have not yet got any response hence I am not able to plan and proceed ahead for my travel.II only have one day in between and it is absolutely impossible to arrange all documents for my dog and travel hence I want a cancellation of my ticket and would not pay a single penny for the cancellation charges since air india cargo is solely responsible for my ticket cancellation. I am calling the customer care for the cancellation and wish for their co-ordination. On wed, aug 8, 2012 at 6:04 am, customer services air india wrote: dear madam we have forwarded your query to the station manager, bangalore and he shall revert to you shortly. Assuring you of our best attention at all times. Regards deepika manager (cs) ---- forwarded message ---- from: del trafficservices date: wed, aug 8, 2012 at 2:47 pm subject: fw: grievance on cargo to: @gmail.Com CC: sanjiv kumar -----forwarded by del trafficservices/Airindia on 08/08/2012 02:46pm ---- to: veena.Arya@airindia.In, rathi.Shankar@airindia.In, tshq@indianairlines.Co.In, @airindia.In from: nilanjana saha date: 08/08/2012 12:06pm subject: grievance on cargo hi mam/Sir, I am flying with my dog on 11th aug 2012 from bangalore to bagdogra. I want to book my dog in cargo. But all the numbers provided in your website,customer care are either invalid or switched off and even someone disconnects my call. Please let me know the correct contact number else I will think that sending a dog is free and hence you are not interested to attend calls or update your correct numbers. Please share the correct contact numbers else I will reach with my dog directly in your office and you have to book it. I will also bear no expenses at all since I called you for knowing the rates. I am marking mr. Sanjeev in this mail so that he can keep a note and help me regarding this. Air india is a government organisation and we expect better service. Regards, nilanjana.