On Monday, the 8th of February 2016, me and my wife were scheduled to leave New Delhi on a flight TG324 at 11:10 bound for Bangkok Suvarnabhumi Airport on the way to Sydney. We were well ahead of time when we reached the Thai Airways' New Delhi Airport Check-in counter. Everything was going really well on our trip. However, it went horribly wrong when we reached the check-in counter. As we approached the counter, we handed our passports to the lady there. She took a bit more than usual time in printing the boarding passes for our travel. I became a bit curious and asked her if everything was fine? She told me that my wife (Mrs Shweta Singh Nagi) cannot travel as her visa has expired and the system is not allowing her to print her boarding passes. I got shocked hearing what she was saying as me and my wife both have the multiple travel visas of Australia till the 18th of March 2016 and I told her the same thing. But, she said I cannot do anything in this matter as the system is showing that her visa has expired. She also called her supervisor Rohit and explained the matter to him. Rohit came back to us after 10 minutes and told us that he had talked to the department of immigration and they are saying the same thing that her visa has expired as she only had the visa to enter and live in Australia for the duration of her visa. As she left the country, she cannot re-enter without a valid visa. I even showed him a soft copy of my wife's visa grant letter(copy attached for your reference) on my mobile phone which clearly stated that her visa expires on 18th March 2016 and she can travel multiple times to and from Australia for the duration of her visa. We requested them a lot to help us as we wanted to come back to Sydney and start our daily routines as soon as possible. However, they just had to say that they cannot do anything for her ticket and the departure time of the flight was getting closer and closer. The staff at the counter advised me to board the flight and asked my wife to visit the Australian Embassy in New Delhi. I did not want to leave my wife behind as she was not well and due to so much of chaos she got more sick. At this point, Rohit (Supervisor), Nishad(Supervisor) and Romy (head of the staff) came to us and without even being courteous to us, they started saying that we have to hurry up or we will miss the flight. After long discussions with the staff members and between us two, I decided to board the flight as we were not getting a valid solution and appropriate support from the airlines staff members. After leaving the New Delhi airport, my wife straightaway went to the Australian Embassy there. The staff at the help desk told my wife that she has got the valid visa to travel to and from Australia multiple times till 18th March 2016 as is stated in the visa grant letter. My wife explained what happened at the airport to the staff at the help desk, she said that there is no reason why the airline has refused your travel and quite possibly their system had some issue. Anyways, after this my wife went straight to the booking office of Thai Airlines at the New Delhi airport and asked the staff member to re accommodate her for the next immediate flight to Sydney. The staff member said that he can change the booking for tomorrow's same flight if the seats are available with a charge of $50. He said that there are lots of seats available for the BKK-SYD flight and some seats available in the DEL-BKK flight. He confirmed that if she will come next morning, she will get the same flight which departs New Delhi at 11:10. So, she went to a nearby hotel to relax. On the 9th of February, my wife went to the airport and she was given a ticket with changes done only to her DEL-BKK flight and was told that she has to get her BKK-SYD flight changed via the travel agent in Australia who booked the original tickets for us. She went to the check-in counter and talked to Rohit and Romi again about the matter. They both told her that the fare on the BKK-SYD flight is only available in the business class and that she has to pay a fare difference of $850. After 5 minutes, Rohit informed her that the booking cannot be changed and if changes are to be done, she has to contact the travel agent who booked the ticket. I am so disturbed to see that how negligent the staff can be. One time they are assuring a customer for a ticket and the next moment they are saying that they cannot do any changes. Is there any courtesy left in the staff, who are not even thinking about the valuable time that they were wasting there, just sitting there and doing nothing to help us find a solution? I am so not happy with the services given to us and the way we were treated. I called the travel agent to change the booking, however, there was not enough time left for the flight. Again she went outside the airport, to the hotel, without any appropriate support from the airline staff members. The hotel bill came to approximate $300. I then, asked the travel agent to re book her ticket for the next flight. Her ticket was rescheduled for the 10th February flight TG332, departing New Delhi at 03:30. However, I had to pay the fare difference of $450. After the booking was confirmed, my wife called the New Delhi office of Thai Airways to check if she is ok to board the flight, the staff member said that everything is fine and there will be no issues in boarding. I was really surprised to see how they allowed my wife to board the flight after few hours and how her visa got valid all of a sudden. We had a really good experience on our SYD-DEL flight and we started liking Thai Airways. This was the first time that we were flying with Thai Airways. But, I was not expecting such negligence and unsupportive behavior from the staff members of one of the best airlines. I would not want to fly with Thai Airways in the future after such a bad experience.