[targetisb2011]

I couldnt find an exact subsection to post this, so posting it at the closest.Also this involves both AA and gulfair- ticket booked through gulfair, but the flight from London to JFK operated by AA.

This is regarding the travel my mother had to make from India-->London--> JFK.

While making the booking and 2 times after the final reservation, I had called up Gulfair and AA customer service and requested assistance since she would be travelling for the first time and doesnt know english language. The customer care executives assured me of travel assistance. I even called up the American airlines, which operates the London to JFK flight, and confirmed that the request for assistance is updated in their system and everything would be taken care of:
I was assured of
- Assistance in filling up the immigration form and any other relavent forms in English
- Guiding her to the appropriate gate for the connection flight
- Help at the time of immigration, should the immigration officer ask queries in English and
- Helping her out of the airport until she finds me/anyone who comes to pick her up.

Contrary to the above promises, none of them were fulfilled.
- She had to seek the assistance of airport officials and fellow passengers to fill up the forms
- She recieved no assistance with respect to locating the appropriate transit locations. When she showed her boarding pass and asked for 'travel assistant'(yes she could have used assistant instead of assistance), the lady officials at the Gulfair desk laughed at her.
- There was no assistance at the time of immigration and she had no way of communicating with the officer
- No one accompanied her out of the airport, and she had to find and locate me.

In fact, at no location was she given assistance of any sort and she had to figure out all by herself in an unknown country,where she had no way of communicating.Needless to say, she was in tears when I met her at the airport.

I am not sure if I should file a legal case against the airline, or let my grudge die down.