1 week ago
Actor Lisa Ray had posted on her X (formerly Twitter) account on Wednesday, calling out Air India for denying the medical waiver for her ailing father. The following day, the airline responded, stating that the actor's claims were “unfounded.” The statement also highlighted that Lisa had not opted for some of the alternative solutions that were offered to her after the cancellation.
Air India responds to Lisa Ray’s complaint, says actor’s claims are ‘unfounded’
In a statement, an Air India spokesperson said, “While fully empathizing with the passenger, we would like to present the following clarifications:”
The claim that Air India did not display empathy for her unwell father is unfounded, as the passenger herself mentioned that she is booked to fly Air India with two other co-passengers, that does not include her father, whose medical documents she has submitted.The passenger had purchased the ticket from a travel agent and had first reached out to the travel agent, and not to Air India.After the passenger raised the issue to Air India, the Air India team reached out to her and, as an exception, offered solutions including a free date change or a one-year period to utilise the tickets for future travel. She declined the offer and requested for a full refund of her ticket, instead.The statement concluded, “We urge the media to restrain itself from maligning the reputation of the airline without corroborating facts. Air India flies millions of passengers and such misleading news reports belie the airline's resolve to customer centricity and empathy.”
In her X post, Lisa had written, “Here we go again @airindia My father is 92, unwell and I have to cancel travel due to his ailing condition. Submitted doctors letter and the waiver was denied? How is that possible? Where is the empathy from an airline that is claiming to care about passengers???” She later received a response from Air India's official X account, after which she shared a screenshot of the medical emergency.
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