I Dhiren Dilip Shah, have booked 8 Tickets thru EASEMYTRIP.COM for my Diwali Trip from Mumbai to Delhi to Jammu (GoIndigo) and Return from Jammu to Delhi to Mumbai (Air India Expess) on 1st August 2025 for the Travel between dates 22/10/2025 till 26/10/2025.

This complaint is against AIR INDIA EXPRESS wherein vide 3 PNR Y7T48T (1 Person (Senior Citizen)) & S1SCGI – (4 Persons) & C452GM (3 Person​s) in total 8 Passengers were about to Travel on 26/10/2025 from Jammu (IXJ) to Delhi (DEL) to Mumbai (BOM) on Air India Express Original Booking Time : 16:05 to 17:35 (IX-2565) (IXJ – DEL) and 21:10 to 23:40 (IX-2164) (DEL-BOM).

About the Complaint :

1.       Untimely Reschedules –

a.       1st Reschedule by Airline On 07/09/2025 
IXJ – DEL – 26/10/2025 15:35 TO 17:05
DEL – BOM – 26/10/2025 23:00 TO 01:25

b.       2nd Reschedule by Airline On 27/09/2025 
IXJ – DEL – 26/10/2025 15:35 TO 17:05
DEL – BOM – 27/10/2025 17:00 TO 19:30

c.       3rd Reschedule by ME on 29/09/2025 
IXJ – DEL – 25/10/2025 15:35 TO 17:05
DEL – BOM – 26/10/2025 17:00 TO 19:30

d.       4th Reschedule by Airline On 21/10/2025

IXJ – DEL – 25/10/2025 15:35 TO 17:05
DEL – BOM – 26/10/2025 01:00 TO 03:15

2.       The Reschedule dilemmas :

a.       On 25th October, 2025 upon reaching the Airport Post Checkin, Security and Reaching at Boarding Gate just on time of Flight Boarding there was an announcement done by AIR INDIA EXPRESS about Flight Cancellation IX 2565 from Jammu to Delhi citing Operational Reasons and the persons Mr Puneet who according to him is the senior most employee at Jammu for Air India Express failed to understand the circumstances of the peoples travelling and was very adamant and rude in his behaviour and his attitude was such high that we all were very frustrated because of him. Further He has clearly told me that the only option was to Fully Cancel as they donot have any other flight and nor they can arrange any thing else.

b.       After around 2 – 3 Hours of continuous follow up Mr. Mudassar came into the picture and assured me a DEL-BOM flight for 27/10/2025 01:00 to 03:15 for all the 8 Passenger and assured me a reschedule but he has insisted me to Reach Delhi by any means so that my DEL-BOM journey can be commenced.

c.       Upon estimating the entire Scenario I have booked new tickets from REDBUS for Jammu to Delhi via Road for 8 Pax for 22:50 to 10:50+1 from Jammu to Delhi thru Laxmi Holidays (BusOperator in Jammu) and somehow wasting around 12 – 13 hours I reached Delhi on 27th October, 2025 around 12 noon.

d.       On 27th October,2025 the Flight was scheduled to Depart at 01:00 but again due to technical reasons I was informed that there was a delay. The Board on Boarding Showed : 01:20 while the announcement was done for 01:30 and a whatsapp message was received for 01:45 citing technical reasons. Upon inquiring I came to know that the Flight Crew was landing from Mumbai Flight and thus the delay. The Flight finally started boarding at 02:05 am and Landed on 04:58 am and the baggage started rolling at 05:09 am thus reaching Mumbai at around 05:30 am.

3.       Unprofessional and very Rude Staff & Operations :

a.       Very RUDE AND UNACCEPTABLE behaviour of Puneet and entire staff at Jammu Airport and also at DELHI airport. They behave with passengers like they have the authority to cancel the flights and passengers boarding. Upon being very polite and humble they are the worst.

b.       As per Puneet they have only one option to Cancel the Flight and Full Refund. I have been booked the Flight on 1st August 2025 for my travel and they informed about the cancellation after the Checkin and at the boarding Gate where will I get tickets for 8 PAX for IXJ TO BOM on this very point. They are not also providing me alternate flights nor providing any other accommodation nor any other option. Where will the passengers go.

4.       Delay Dilemma :

a.       Upon Reaching at the Checkin Gate at Delhi Terminal 1 I was informed that the flight was on time at 01:00 on 27/10/2025 and the Gate was not determined.

b.       At around 23:00 on 26/10/2025 the Gate was shown on the Checkin Flight Status at Gate No. 23 and the boarding time was 00:20.

c.       At 00:20 the screen shows delay in Flight for 20 Minutes there was an announcement that the flight with ETA at 01:30 got the message of ETA with 01:45 and the staff citing technical reasons. After around 2 - 5  minutes of arguing came to know that they were waiting for the CREW for landing from Mumbai Flight so that the can be there in next 30 minutes. At 02:05 Boarding started and finally after wait of around 90 minutes the flight was ready for departure.

d.       The flight time was 01:40 minutes but took around 02:40 minutes to reach Mumbai and finally landed at 05:00 and after the collection of Luggage came to Home around 07:00 am.

5.       Crew’s Rude Behaviour:

a.       After boarding the Flight that too after waiting for around 2 Hours post all the above dilemma, I have asked for Water at around 01:40 which went answered till the flight was departed and after around 25 minutes I got a glass of water. (you can check the water light requested before the pushback on seat 26D) and the same was answered post take off procedure is completed. If the person is suffering from any problem its not their problem it’s the passenger’s problem. The staff was very reluctant in also providing the water.

6.       Final Verdict

a.       Now I demand a Full Reimbursement of the Cost for the entire Trip from IXJ To DEL and also the mental and physical damage done by the airline and also in writing demand apology from AIRPORT STAFF AT JAMMU MR. PUNEET FOR RUDE BEHAVIOUR AND DISABILITY TO HANDLE THE CRISIS, ALSO FROM THE CHECKIN GUY AT DELHI AIRPORT FOR RUDE BEHAVIOUR.

7.       Airport Authority of India –

a.       The senior staff of Airport Authority of India at JAMMU AIRPORT – Upon reaching to the staff at AAI office at Jammu I was informed some talking with the AirIndia Express team but he was all time on the phone and no action has been taken in favour of Passengers from AAI. He was also reluctant in providing his name. Where will the passengers go if there is a problem and the airline is just cancelling the entire trip. Where will they go to complain. Nobody in AAI was ready to even come to the counter upon requesting him a for a few minutes he came to the counter and was on call for the entire period but not interested or intending to help the passengers they why is the office setup there in the airport and why are customer paying for them?

b.       Additionally the CISF officer is also shouting on us whereas they are for our Safety and not to help the Airlines. All this creates a picture that there is no Passenger / Aviation Users security and rights in India. Very Shameful.

I am highly depressed with the way how Airports Authority Of India, D. G. C. A.  & even TATA AIR INDIA EXPRESS is performing and everybody is just here to inconvenience passenger.

I now demand the cost of expenses incurred due to Flight Cancellation from IXJ – DEL and also for mental agony I and my fellow travellers went thru. Also demand Flight booking charges of entire trip by AIR INDIA EXPRESS from IXJ TO BOM to teach a lesson. Also request you to kindly step into for the complain against the AAI at Jammu for non-helping behaviour for the Passengers.

I request the guys at DCGA shall step into the matter and do the needful.