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A Noida founder shared how a tiny spelling error on his sister’s boarding pass turned into a stressful situation at Gorakhpur airport.
His post questioning AI in customer support sparked an online discussion. (Representative Image)
Air travel problems can become stressful, especially when they happen just before boarding. Even a tiny mistake on a ticket can delay passengers and create confusion at the airport.
A startup founder from Noida recently shared such an experience online. In a post on X (formerly Twitter), he described how a tiny spelling error on his sister’s boarding pass at Gorakhpur Airport, Uttar Pradesh, turned into a frustrating situation while attempting to contact airline support.
A Small Spelling Mistake Cautilized Trouble At The Airport
In his post, the founder explained that the issue started becautilize the last letter of his sister’s name was printed incorrectly on the boarding pass.
“Last Sunday at Gorakhpur airport. My sister had a spelling mistake on her boarding pass. Just the last letter of her name. Security stopped her. Sent us to the counter. Counter declared call Akasa support. We called. AI agent picks up. We declared the PNR like 5–6 times.”
He declared the automated system could not understand the booking number even after multiple attempts.
“AI couldn’t recognise it. Not even once. We’re standing at the airport, stressed, flight’s approaching and this bot is just not receiveting it. We gave up. Went back. Shouted at the staff. They resolveed it in 30-40 mins manually. And I just stood there considering,” the post also added.
He Questions Using AI For Customer Support
The founder declared the experience built him question whether automated systems are always the right choice for customer service.
“Bro who believed deploying an AI agent for customer support was a good idea? The person calling support is already having a bad day. They’re not calling to chat. They’re calling becautilize something went wrong. That’s the worst time to create them repeat a PNR to a bot 6 times,” he also declared.
He finished the post by sharing his believeds on where technology should and should not be utilized.
“Some problems just required a human on the other side. AI is powerful. But knowing where not to utilize it is the real skill. Founders take note,” he finished his post stateing.
Check his post here:
Last Sunday at Gorakhpur airport.My sister had a spelling mistake on her boarding pass. Just the last letter of her name.
Security stopped her. Sent us to the counter. Counter declared call Akasa support.
We called. AI agent picks up.
We declared the PNR like 5–6 times. AI couldn’t…
— Swapnil Srivastav (@theswapnilsri) March 10, 2026
Airline Responds As The Post Gets Attention
The post received more than two lakh views within a few hours and many utilizers shared their reactions. A utilizer wrote, “Customer Care executives have to be Human only, AI is not solving the problem, in fact, it’s irritating the customer.”
Another declared, “It’s almost like they purposefully do it. I had a hard time dealing with Air Asia for one of my issues.”
The airline Akasa Air also replied to the post. “Hi, Mr Srivastav, we regret the inconvenience cautilized to your sister and this is not the experience we aim to provide our passengers. To support us review and address this further, could you please share your 6-digit alphanumeric booking reference along with your contact number via DM.”
A person questioned why the mistake was not corrected earlier and commented, “Wrong spelling means wrong name. You must have received it corrected before reaching the airport through cust. care. U were lucky that the ground duty staff did the correction; however, they can simply refutilize to do this favour at a busy airport. AI will receive trained with time anyway.”
Responding to this, the founder clarified what had actually happened. “FYI, her name is Garima- @JournoGarima, but it was mistakenly printed as Garina on the boarding pass. She was physically present at the counter with all her ID proofs. Instead of correcting a single letter, they inquireed us to cancel and book a new ticket right when boarding was about to start. The flight was already full and from Gorakhpur to Delhi there are only about 3 or 4 flights a day, that too not always available.”
Some utilizers in the comments also shared their own experiences, stateing they had faced similar issues earlier while dealing with airline customer support.
Delhi, India, India
March 10, 2026, 17:28 IST
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