Overview
- Noida startup founder Swapnil Srivastav said his sister’s boarding pass had a one-letter mistake and security sent them to the counter at Gorakhpur airport.
- He reported that Akasa’s automated phone agent failed to recognize their PNR despite multiple attempts, leading staff to correct the ticket manually in about 30–40 minutes.
- Srivastav criticized AI-only customer support for urgent, time-sensitive issues and argued that some problems need a human operator.
- Akasa Air publicly replied with an apology and asked for the six-character booking code and a contact number via direct message to review the case.
- The post drew substantial engagement and similar user anecdotes online, with one outlet noting the claims were not independently verified; Srivastav added staff initially suggested canceling and rebooking on a route with few daily flights.