| Name of Complainant | |
| Date of Complaint | August 7, 2023 |
| Name(s) of companies complained against | Vistara Airlines |
| Category of complaint | Internet Services |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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The worst experience I’ve ever had.
We flew with Vistara from AUH to MAA Airport through BOM Airport, we flew with Vistara.
Chapter 1: Alternate Boarding Terminal
Bitter experience began at the airport of origin, Abu Dhabi Airport. E-boarding pass instructed to board at terminal 1.
We called Vistara’s customer service line and double-checked which terminal to go to. They will undoubtedly arrive at terminal 1.
However, after we got to the airport, check-in had been moved from Terminal 1 to Terminal 3. With little children, our entire family had to sprint from Terminal 1 to Terminal 3. The staff explained that they switched from Terminal 1 to Terminal 3 due to a shortage of check-in belts.
Once check-in was finished once more, we were instructed to go to Gate 9 in Terminal 1.
30 minutes prior to departure, gate 9 was switched to gate 10. To announce this, none of the Vistara staff arrived at gate number 9.
Chapter 2: Landing delay
The flight arrived at the Mumbai Airport after a 40-minute delay. Within two hours, we had a connecting flight from BOM to MAA.
We had to race to the immigration checkpoint, grab our luggage, and drop it off at the domestic check-in booths in under 40 minutes.
The Vistara workers instructed us to leave our luggage trolleys at the domestic check-in kiosks and they would take care of loading them.
Trusting them, we left our bags there.
Due to the fact that there were barely 15 minutes remaining before takeoff, Vistara employees ordered us to board the aircraft.
Chapter 3: Sarp Drop
In spite of the severe weather, the airplane took off from Mumbai. Due to turbulence, the flight experienced a fast descent from a high altitude once it had risen to about 1500 feet. Everyone on board began to scream, acting as though the plane was about to crash.
We had no hope that we would land in one piece till we got to MAA Airport.
Chapter 4: Discrepancy in luggage
By the grace of God, we arrived at the MAA Airport and proceeded to the luggage belts to retrieve our belongings. Few travelers had retrieved their bags. After waiting for more than 40 minutes, our baggage were nowhere to be seen. The luggage of nearly 20 families was not transported from BOM to MAA.
We went to the missing baggage counter, but the clerk had no idea whether the luggage was still secure at the BOM Airport.
After an hour, they took our information and the complaint, but they did not provide a complaint reference number before asking us to go. They informed us that it would take more than two hours to establish a TIR number when we asked for a reference number.
We had no choice but to depart for the Airport. MAA Airport is 350 kilometres from our hometown.
We had to phone Vistara customer service and luggage counter several times before we finally got an answer that they will be delivering us at the door step.
Hoping that this saga will end.
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