Dear Sir,
I sent a registered letter more than 4 weeks, but I have not received any reply.
Myself and my wife Dr Reena Rautray, who is disabled, were flying on Vistara Airlines UK 018 from London Heathrow to Delhi, and finally Bhubaneswar on the 28th January 2023. We were due to fly the previous week on the 21st January 2023, but due to my wife’s illness and hospital admission due to cardiac problems, we cancelled our tickets and rebooked for the 28th January 2023. Our onward flight details from London are as follows:
•28th January 2023 – UK 018, Tr 3, 21:05pm London Heathrow to Delhi
•29th January 2023 – UK 781, Tr 3, Delhi to Bhubaneswar
I would like to raise the following issues about the airline.
1. The lounge Vistara Airline shares in London was absolutely rubbish. My wife, who was on a wheelchair, could not find a place to sit. The food in the lounge was not only poor quality but also there was nothing written about the items kept on the tables for self-service. It was not only difficult for me as to identify what food it was, but it was a problem for the other passengers too. The food items should be clearly displayed with names for the standard meals for passengers.
2. As we landed at Delhi airport, my wife on a wheelchair, we had no place to rest being business class passengers. On our boarding card it said ‘Delhi Street’ which was a restaurant. We did not want to eat but the poor lady and myself included being senior citizens, wanted to rest and stretch our legs to catch the connecting flight to Bhubaneswar.
3. Bhubaneswar being an international airport, we always traveled with Air India and our luggage was sent directly to Bhubaneswar. But to our utter surprise, we had to collect our packed suitcases from the conveyer belt and go through the immigration again, checking in our heavy luggage at the desk, which never happened to us before with Air India flights. I thought it would be easier to collect our suitcases at Bhubaneswar, without going through the hassle in Delhi. We were not informed about this.
4. Finally, my main suitcase containing my belongings and clothes, did not reach Bhubaneswar as we landed. We reported the matter, and the suitcase came the following day. I had to take a taxi to go to collect my suitcase. Other airlines deliver the luggage at home. To my utter surprise, some items were missing from the suitcase. I had no clothes to change in to.
5. Flying in business class, although our luggage marked “priority” arrived on the conveyor belt both in Delhi and Bhubaneswar at the end, for which we had to wait a long time, particularly my wife who had a problem as there was no assistance.
We are extremely dissatisfied about what we have gone through traveling in business class with Vistara Airline. We need to be compensated for the inconvenience we experienced and the hassle we went through.
Kind Regards,
Dr Ramesh Rautray
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