A passenger booked business class tickets for their elderly parents on a nonstop flight from New Delhi to Newark with Air India, paying a very high fare (around ₹10 lakh), specifically for the convenience of a direct route.
They later discovered that the airline had changed the itinerary, turning the nonstop flight into a one-stop connection. They feel this is unfair because a connecting flight is typically cheaper and not what they originally paid for.
When they contacted customer support for about 45 minutes, they were unable to get a satisfactory solution, including no option to rebook a nonstop alternative.
They also requested assistance for their elderly parents, including help with mobility and airport transfers, but say this was denied.
They are frustrated, feel misled, and are unsure what options they have since a refund would not help due to higher current ticket prices and limited availability.
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