Air India — baggage damage

Address:

411015

I was travelling from pune to delhi on 04/07/2018 via air india flight no: ai854, ticket no:[protected]c1, seat no:10d. I was having one number of check-in luggage. The luggage was in perfect condition when i handed over to air india for checked in at pune airport but found in damaged condition when i received the same at delhi airport. The damage was severe as the lock of the baggage was completely damaged as well as there were bruises, scratches and cuts all over the baggage. I immediately lodged a complaint regarding the same at delhi airport and got the complaint acknowledgement (No:11465 dated 05/07/2018). It was almost 1month over but still there was no resolution. Presently i got a reply from air india that these kind of damages are normal in nature. I quote from their mail "the kind of damage mentioned in the complaint come under normal wear and tear as per norms of baggage rules. We may apprise you that at times, baggage get stuck up on the moving conveyor belt which causes scratches or minor cut". I have went through their rules and regulations but no where i found that a broken lock comes under normal wear and tear. Please look into the matter and help me out.