Family rejects offer of compensation; demands punishment to the guilty

November 16, 2021

3.45 PM

I.S. Saluja

SAN FRANCISCO (TIP): Kamani Bhandari, an 85-year-old lady who is a US Citizen and an OCI card holder had a taste of Air India mismanagement on November 15 when she was denied boarding because the airline said there was no seat available. The lady was having a confirmed seat Number 9F in the Business class. The boarding agent said the seat was defective, and no other seat was available.

Kamani Bhandari was booked on Air India Flight AI184 from San Francisco to Delhi, and for onward flight to Jodhpur. She was to fly out on November 15 at 8.30 PM (PT).

After the check-in and obtaining a boarding pass with Business class Seat 9 F the special assistance took her for security check and then to the boarding gate. Meanwhile, the son of Kamani, Sanjay Bhandari, a former President of Rajasthan Association of North America (RANA) who had come to the airport to see her off left for home,

It was at the boarding gate that a boarding manager informed Kamani Bhandari that she will not be boarding the flight because some seats are unserviceable and because of overbooking, no alternative seat could be found for her. Mrs. Bhandari was taken to the lobby where her luggage was handed over to her.

The worried lady informed her son of the development.

Mr. Prem Bhandari, a well-known Community leader, Chairman of Jaipur Foot USA and associated in important capacity with several other organizations called   the offices of The Indian Panorama this morning to narrate the story of harassment to the old lady. Mr. Bhandari is known to have helped Air India and Air India passengers on many occasions, particularly during COVID-19. He told the editor that the old lady’s son Mr. Sanjay Bhandari would call him to give the details.

Mr. Sanjay Bhandari narrated the sequence of the event and said Air India offered to send his mother to Delhi by a United Airlines flight on November 16. But then there was no connecting flight available for onward flight to Jodhpur until the 19^th, almost 30 hours after her arrival at Indira Gandhi International Airport.  It meant she was to have over 30 hours’ lay off. It could not have worked for the old lady.

Mr. Sanjay Bhandari got in touch with Anju Sahani, Air India Station Manager for a convenient flight for his mother but found Sahani evasive. Incidentally, Anju Sahani was present at the boarding gate when the boarding manager was telling the lady that she could not go by the flight AI 184 because of non-availability of a seat.

The Indian Panorama editor called Anju Sahani on her number 650-942-3131 at 8 AM (PT) on November 16. The phone was not answered. A message was left in the voice mail detailing the reason for the call and a request was left for a call back. There has been no call back more than 4 hours after the message was left.

The Editor of this newspaper then called Air India Regional Manager Mr. Sunil Daware to have the update. Mr. Daware said he would get back after getting the information. He called back in a few minutes and informed the editor of the arrangements being worked out with the family of Kamani Bhandari to put her on a convenient flight. Mr. Daware said the family preferred to go by an Air India flight to Delhi from where a convenient connecting flight to Jodhpur was available, and that Monday, November 22 was the date they were working on.

Asked if it was not a serious case of mismanagement, Mr. Daware said Air India considers the safety and comfort of passengers of paramount importance, and therefore, when the seat was found to be unserviceable, the passenger was told about non availability of the seat. Asked if the airline will give a compensation to the passenger for the loss of time and inconvenience, Mr. Daware said “Yes, as per regulation”.

Mr. Sanjay Bhandari, Kamani Bhandari’s son said in a note: “They (Air India) said $1550 .00 is the compensation but I never agreed to the amount. My mother already had a Business Class ticket before the incident.  This incident has caused so much trauma to my mother that no amount of money can compensate for what Air India has done with her”.

The Bhandari family insists that an inquiry into the incident be held and the guilty be punished.

The Indian Panorama has been told that the incident is not the first of its kind. Air India has earned a certain amount of notoriety for being deficient in providing services and treating passengers rather callously. A friend who is a lifelong friend of Air India admitted that Air India itself is responsible for its doom.