I had booked a Bangalore to Delhi ticket for my wife on AI - 505, March 16. Departing Bangalore at 09:30. The ticket was booked on February 8th.
On March 16th, when we reached BNGL airport, we came to know that the flight has been cancelled / rescheduled. I dont know what to call it. But the flight number was changed to AI-439 and the time was changed to 12:25 in the noon. I would agree that Airline also should have informed about the change but same responsibility lies with the agent itself. It should make sure the customer is aware of whatever neccessary to avail to the maximum of what service it has provided to the customer.
There was not a single intimation, follow up by Via.com to me. Ideally Via.com should have informed me of the change.
And this is the level of service when I had booked the ticket with my corporate login [Via.com’s tie up with my employer.]. Fortunately we were saved because it was a postponement, had it been the preponement, we would have simply lost it.