Sir,

Sometime back we went to our daughter’s place in Cupertino, California, USA. Our trip was scheduled from the beginning of November 2023 to the end of April 2024, spanning approximately 5.5 months.

On March 20, we received distressing news from my brother-in-law in Mysuru: My mother-in-law had suddenly fallen severely ill, was hospitalised and in ICU. Shocked by this news, we swiftly decided to return to India.

Our return journey was initially booked for April 22 (with a non-flexible ticket). However, our son-in-law, Prashanth, informed us of a clause with Air India allowing for rescheduling during emergencies. He suggested we request a reschedule rather than purchasing new tickets.

Prashanth promptly emailed copies of the hospital admission letter from my mother-in-law’s doctor and her Aadhaar Card on March 22 morning, along with a request letter to Air India. We received an immediate response stating they would review the matter and respond within 24 to 48 hours.

Surprisingly, on March 22 night itself (within 16 hours), we received confirmation of the rescheduled flight for March 24. The additional cost for each rescheduled ticket was a nominal 100 dollars, significantly less than the 600-dollar cost of new tickets.

We are deeply grateful to Air India for their compassionate gesture. During a challenging time, the organisation displayed empathy, cooperated efficiently and alleviated our mental stress. Thanks to their prompt assistance, we were able to return to Bharat on March 26.

We have been loyal passengers of Air India for numerous journeys and have always been impressed by the dedication and warm smiles of crew and staff.

A special acknowledgement to Ratan Tata for facilitating smooth and joyful journeys.

— Roopashree Nagaraj and Prof. M.K. Nagaraj, Mysuru, 26.4.2024

Note: Probably, Tata is another name for kindness and compassion. A company with a humane face. The correspondents may visit, if and when they are in Paris, the Pere Lachaise Cemetery in Paris where the Tatas, including JRD Tata, were interred.—Ed