Dear AirIndia Express Customer Service Team,
I am writing to file a complaint about the handling of my luggage during a recent flight with your airline. On 1/04/2023, I traveled from Bangaluru to Lucknow on flight number I5 1731 with PNR number IZHHKS. When I arrived at my destination and collected my luggage, I discovered that my suitcase had been broken and all of my belongings were exposed in a plastic bag.
When I initially checked in my luggage, it was in good condition and properly packed with my belongings secured inside. However, upon receiving my luggage at my destination, it was clear that the suitcase had been mishandled and was now unusable. I was forced to carry my belongings in a plastic bag, which was not only inconvenient but also embarrassing.
Furthermore, I was made to sign a baggage tag claiming that my suitcase had only "opened" during the flight, but it was clear that the suitcase had been completely broken. I feel that I was unfairly pressured into signing this document, as I did not agree with its contents.
When I attempted to seek compensation for the damage, I was told that I should have reported the issue before leaving the airport. However, at the time, my suitcase was still intact and it was not until I reached my destination that I discovered the damage.
I am extremely disappointed in the handling of my luggage and the lack of support from AirIndia Express in resolving this issue. As a loyal customer, I expect better treatment and compensation for the inconvenience and damage caused.
Therefore, I request that AirIndia Express takes the following actions to resolve this issue:
1.Provide compensation for the broken suitcase and the inconvenience caused.
2.Improve the handling of luggage to prevent similar incidents from occurring in the future.
3.Review your baggage claim process to ensure that customers are not unfairly pressured into signing documents that do not reflect the true
nature of the damage.
I have attached photos of the damaged suitcase and the baggage tag for your reference. Please respond promptly to this complaint and let me know how you intend to resolve this issue.
Thank you for your attention to this matter.
Sincerely,
Praveen Gupta
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