Air India launched back in Kenya after a ten years’ hiatus on November 27 2019.
Their aircraft landed at the Jomo Kenyatta International Airport (JKIA) with 100 passengers on board.
At that time, Alex GItari, Acting Kenya Airports Authority (KAA) MD said that the return of Air India to Kenya is an eloquent testimony that JKIA is growing to be the regional hub of choice and Kenya is fulfilling its promise to become one of the most preferred destinations in Africa.
“Air India’s comeback into Kenya increases our direct presence to Asia. This new direct flight will give an additional lift to trade and tourism between Kenya and India and continue the push towards closer ties between the two countries in terms of trade, finance, tourism and cultural exchanges,” Said Gitari during the reception in Nairobi.
The airline was reported to offer four direct flights a week, Tuesday, Wednesday, Friday and Sunday.
However, amid the fanfare, a man named Henry wrote to us complaining about a ticketing incident with Air India.
Henry booked Air India on 28th November 2019 according to socuments seen by the Kenyan Business Feed, then decided to change the date. He called the customer care for the airline to reschedule his flight.
The airline staff at the other end denied his request and ordered him to cancel and book another flight. She also promised that he will receive his money back.
However, for two weeks he wasn’t refunded his money causing him emotional anguish.
Henry had paid USD 474.50 (Sh47,450) one –way ticket from Nairobi to Bangkok via Mumbai.
When his refund came on December 20th, he only received USD 117 (Sh11,700).
He didn’t receive any answers from the airline on how they arrived at the figure yet they promised him full money.
“How is it possible I paid the flight at 475 USD for my Ticket and then the refund I have received only 117 USD. How is that possible? Where is the other money,350 USD? The customers care desk were the one who told me to cancel the flight because I told them to rebook my flight but they refused and told me to cancel and that I will receive my full money back. How comes now I only received 117 USD and I had paid 475 USD. Can in know how u did that mathematics please?’ – Henry wrote
He is now planning to sue the airline.
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