Air Asia — harassment of an elderly couple on board flight no. i5 1584

Address:

Ghaziabad, Uttar Pradesh, 201012

On 27th january 2018, my elderly parents were to travel from bangalore to hyderabad by the air asia flight no. I5 1584. Their plight began as they reached the baggage check-in counter to check in their two suit cases, each of which weighed much less than the permitted limit. As my mother is unable to manage any load independently, they had packed in their cabin luggage in a single bag which weighed only 12 kg, 2 kgs less than the permitted limit. On checking the weight of the cabin luggage, the ground staff of air asia told them that they needed to carry their cabin luggage in separate bags. My father even proposed to transfer some of the weight to another bag but the ground staff denied his proposal, citing lack of time and asked them that they need to either pay ₹3000/- for the extra weight or surrender their boarding passes.
Even after payment of the desired amount, the ground staff held back their checked-in as well as hand luggage and told them that the luggage will be sent the next day and has to be collect it from the airport. On request, air asia team agreed to home deliver the luggage for which they initially demanded ₹300/- and later increased the charge to ₹ 600/-.
I would also like to mention here that my parents are regular fliers and they always carry their cabin luggage together in one bag. None of the air lines has ever objected to it or charged any extra amount for it. It was their first and i would say the last horrible experience with air asia. I'm appending all the relevant documents below for reference. Strict action must be taken against the air asia ground force for harassing an elderly couple rather than assisting them in their journey.