Air India — Check in baggage damage

Address:

Mumbai

I flew to Madurai on 30th December 2022 Business Class Air India. I had checked in three luggage. My luggage was received with damage to the lock and zip handle.

I came back to Mumbai and gave my luggage to Carlton / VIP for repairs. Here I was informed that the customs / security have cut open the zip lock to check in Mumbai

If the security had any doubt, they could have called us / contacted us and we would have opened the luggage.

Since Carlton bags are covered under Life long warranty, the same is getting repaired.

What is the correct step Air India should have taken on this.

My PNR was
PASSENGER: RAGHAVAN PARTHASARATHY MR (ADT)
BOOKING REFERENCE: RBVY6T
TICKET NUMBER: 098 [protected]