Air India — Lost luggage.

Address:

Kolkata, West Bengal, 700102

My friend Subhabrata Dey was travelling to JFK airport from Indira Gandhi International airport on 22nd November, 2015 on AI-101.Flight time was after 1:00 am probably.He reached Delhi from Kolkata on AI-023 on 21st november.Once reaching in JFK airport he found that one bag of him was missing.So he lodged the complaint there and the airport personnel told him they are well aware about this and the luggage did not loaded in AI-101 from Delhi itself and they will let him know within 2-3hours. Afetr that they did not bother to contact and let my friend know the status.Also when i called from india they told it will take 24-48 hours to track.Why they are unable to provide proper information.There is no proper customer policy and the personnel in the phone seems very irresponsible.Who will compensate for this harassment caused to my friend?He is all alone there and his several important and necessary belongings are there in that Backpack.Luggage number for reference-AI645848. Please help.
He wants his luggage back as soon as possible.