Air India Express — Extra baggage info and inconvenience

Team Air India

Im writing in this email with a huge disappointment with my recent travel with air India express from Muscat to Bangalore on 8/8/2022 10:10 am

I would want to start from the first conversation I had with your customer service team on the 7th august at 4:54pm on +[protected]

I contacted your customer service desk as I was exceeding my luggage and wanted to know what is the extra that I had to pay for my excess baggage, I was informed that an excess 5 to 10kg will be 21 Omani riyals, which was acceptable and i also enquired about online checkin which she said air India express doesn’t have online checkin option .

8th august was my flight - I reached there before time and while checking in my baggage the lady at the checkin counter informed that I had to pay 6 Omani riyals per KG and when I spoke to her about the information I received from call center she clearly said she doesn’t know what they informed me but I had to pay to carry my baggage. I had an excess of 13 KGs which was a total of 78 riyals for baggage and tax 3.150 OMR.
I would have done a air cargo on 7th itself if I was provided with the right information from your call center team as it would just cost me OMR 24.

I wanted to raise a complaint right there but she said I only can write to the customer service email.

Well I wanted to make a payment through my Card but unfortunately your checkin counters do not accept payments and they directed me to oman air ticketing counter.

*Im a patient who recently had a nose surgery and was hospitalised for surgery Ben before the night of my travel due to kidney issues. * I can prove you with my medical documents if you insist

So I went to the oman air ticketing counter to make a payment with my card and he denied as only accepted cash payments so I went around the airport having no one to support me to get cash from the ATM and then the cashier at the ticketing desk did not have a change, he denied to take my payments and asked me to fetch change from anywhere.
I was in tears as my nose hat started hurting and my back was killing me, I literally begged for change from more than 8 shops at the airport and then came to pay.

After this horrific experience I got my boarding pass and when I wanted to enter the gate the barcode that was printed on the boarding pass could not be read by the machine as the print was too bad. Yet again I had to go back with the airport staff to the checkin counters to reprint my boarding pass.

This has been my worst experience of travel throughout my life. I paid for my tickets atleast provide service for the cost of my tickets .

My nose bleeding triggered for all the stress that I had before my flight and this journey wasn’t just tiring but also a mentally exhausting experience .

I would want raise this issue to who ever is the lead of your team and I want a compensation for all the inconvenience I have gone through this journey.

I would never wish to travel with your airlines if my issues are not addressed. Depending on your response I would also go to customer consumer court and will put my story across so other customers know how inconvenient an airlines like yours may cause.

From the start, the miscommunication from your call center team regarding baggage until my landing everything was a mess.

I’m awaiting your response on high priority.

Heena Ajaz
India contact number - [protected]
Email- [protected]
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