Air India — Air India Excess Baggage Fee charged 2 times


I sent the below message on 22 nd or 23rd August 2022 but have not heard back yet.

Dear Sir / Madam

Namaskaar and Om Shanti.

I recently travelled on Air India 112 and A1 531 on 19th / 20th August 2022 to Ahm. via Delhi.

On 19th morning I had wanted to purchase some extra weight allowance. I visited your website but was unclear what the difference was on the 2 options being offered : PIECE BAG or HEAVY PIECE BAG. I thus proceeded to call you on[protected] to ask the difference. this call was made sometime between 1230 and 1:30pm GMT. I was clearly told by the operator that both options meant I could carry a third bag and that the piece bag was 23kilo and the other 32 kilo. So on the basis of this information I packed a third bag. In fact, I had only wanted to add a few more kilos to one of my existing 2 bags but went with the advice I was give by one of your operators.

When I arrived at the airport I was made to pay again a sum of 147 British Sterling for having a third case. . I was charged in the morning 66 pounds sterling and then again at the airport.

I really would like some kind of reimbursement. I feel very disappointed that a I had to pay twice because I was given wrong advice by the person who took my call. I am very very disappointed. Many many people from my organisation fly with Air India as we have our Head Office in India. I feel that if some kind of amicable refund is not made I will will strongly need to advise our management of this incident so that other members my be protected from such incidents. As it is we are a charity and then to have to pay like this, I must say was difficult.

In addition to I was made to stand for 45 minutes to make the extra payment. I keep poor health and this affected health throughout the journey. I was also stopped at every point and made to wait because a note had been made on my check in records stating that I had contested the payment.

I do hope my return journey will be a better experience and the response I get to this letter will be friendlier and kinder than some of the ground staff I had to deal with.

Was this information helpful?
No (0)
Yes (0)
Air India customer support has been notified about the posted complaint.
Complaint comments 

Post your Comment

    I want to submit Complaint Positive Review Neutral Comment
    By clicking Submit you agree to our Terms of Use
    Air India
    customer care contact
    Customer satisfaction rating Customer satisfaction rating is a complex algorithm that helps our users determine how good a company is at responding and resolving complaints by granting from 1 to 5 stars for each complaint and then ultimately combining them all for an overall score.
    Read more
    Air India Phone
    +91 11 2462 4075 [Helpdesk]
    +44 207 760 3290 [UK]
    +49 69 1200 9821 [Germany]
    Air India Address
    Marine Drive, Nariman Point, Mumbai, Maharashtra, India - 400021
    View all Air India contact information