✅ Verified Review
| Mumbai to Hong Kong via Delhi. I had an absolutely dreadful experience with Air India. I flew from Mumbai to Delhi to connect with AI314 to Hong Kong, departing at 11pm. In Delhi I lost my boarding pass, and alerted the crew at the gate immediately. They sent me running to the duty free to check if they had found it, but when I ran back telling them that I didn't find it, they told me they wouldn't be able to reissue me with a new one, and that I'd have to rebook on the same flight 24 hours later. I had to watch the other passengers board and the flight depart, even though I had my ticket and passport handy. What followed was an ordeal. I waited for an hour before anyone contacted me to help me go back through security, immigration, and get my luggage back. The Air India ground crew were a mixture of sympathetic and completely uncaring. It seemed impossible to speak to the same staff member twice, and no one actioned anything unless I pushed and pushed. After 4 hours, I finally managed to clear customs and security. They made me rebook the flight for approximately US$300. I then handed my passport to the check-in counter manager and waited for my luggage. After an hour, I spoke to a new staff member, who clarified that nothing had been done yet. The lady I spoke to initially clearly didn't initiate any effort to get my luggage for me. This process was repeated three times, each time speaking with someone else. The last person I spoke to couldn't even tell me who had my passport by this stage, asking me if I knew who I gave it to, which was outrageous. At this point I was also worried for my passport, as well as my luggage. Finally, sometime after 6:15am I finally managed to get my bag and leave the airport. This seven hour ordeal is not over yet, as I am writing this review from Delhi airport, 27 hours after initially leaving Mumbai. The direct flight from Mumbai to Hong Kong is only just over 5 hours. Air India have wasted my time, money, and have shown themselves to be a company with a culture of complete indifference towards their customers. I may have lost my boarding pass, but these things happen, and some understanding and assistance on their part would have been greatly appreciated. To add to my negative experience, two of their crew told me - separately - that they would have issued me with a new boarding pass had they been working at the desk at the time. Air India deprived me of sleep, wasted my time, and also my money, for something that could've been taken care of easily and left me a satisfied customer.