Air India wakes up to ‘pass the buck’ over lack of communication on cancellations

Air India on Monday asked its sales agents to provide contact details of passengers while booking tickets and acknowledged “several” complaints about lack of communication on changes in schedule or cancellation of flights.

Travel agents said it was a tactic to suggest that gaffes were a result of not having contact details of passengers.

Air India said in a note sent to sales and travel agents on Monday: “There are several communications received from passengers wherein schedule change information has not been passed on to passengers which results in enormous inconvenience to passengers especially during fog season.