[Resolved]  Air India Express — Missing baggage

My son, a student studying in Karnataka, traveled on 10th July by Air India Express Flight IX 390 to Mangalore from Kuwait . As usual we have been patronizing Air India for our travels to Mumbai, Mangalore since the last 15 years. On arrival the baggage did not arrive and a claim for lost baggage at the Mangalore airport was filed. For several days Air India personnel – either in Kuwait or in Mangalore could not trace the baggage neither direct me to the right source.

After a long wait, exchange of emails, telephone calls and running from pillar to post, I was informed on 19th July that the baggage was located in Egypt, but when the passenger called the AI at the Mangalore Airport, they informed him that the baggage has not arrived and they will contact him when they have some news. I therefore called the Manger, Chellam Prasad, who bluntly informed me that AI does not take responsibility for delay in baggages and that the same is mentioned on the ticket and that when the baggage is found the passenger will have to come and collect the same from the airport. First of all how did the baggage destined for Mangalore reach Egypt and how long does it take for the baggage to get to Mangalore from Egypt?

The AI customer support informs that I can claim for lost baggage after 7 days, however when I called the AI authorities in Kuwait, they informed all such claims have to be done at Mangalore and Mangalore authorities informed that claim can be made only after 21 days. People pay to get rid of stress and I paid for stress with the AI ticket. What a service!

Apart from the trauma the entire family went through, additional expenses were incurred as the passenger was without his personal belongings (specially clothes, books, food items, and personal items) and had to purchase new clothes as well as necessary provisions for day-to-day use at his college campus. The baggage was delivered to the passenger on evening of 25th July without any compensation. The least I expected was an apology letter. We do not expect favours but proper customer service. To date my emails for a response to the following remain unanswered - c.[protected]@airindia.in, [protected]@airindiaexpress.in, GP.[protected]@airindia.in, [protected]@gmail.com.
AI seems to be in a very sorry state due to negligence and “don’t care” attitude towards its customers.

I request your assistance and help in obtaining a fair compensation. For more & detailed information send me an email on [protected]@yahoo.com.

Regards,
Monica Rodrigues