Air India — Forced to pay for 2nd bag on Mumbai to Newark flight

Dear Ms. Gupta,

Greetings from Air India!

With reference to your mail.

We deeply regret the inconvenience caused to you!

We would like to inform you that, we have forwarded your request to our concerned department. As soon as we receive further information we will get back to you.

Assuring you of our best attention at all times.

Thank you for your understanding and co-operation.

Regards,
Ankit
Air India ?Contact Us Team.
[protected] Original Message[protected]
From: Aashita Gupta [[protected]@gmail.com]
Sent: 24/1/2023 8:44 pm
To: [protected]@airindia.com; [protected]@airindia.in
Subject: PNRMH5TGM Charge Rs 20600 at Mumbai airport for 2nd checkin bag

Dear Sir,
The undersigned (a Masters student travelling to US on F1 visa) had booked under PNR MH5TGM Newark-Mumbai-Newark sector (ticket enclosed). My return was scheduled on 15th Jan 2023 but due to medical reasons I was not in a position to travel and contacted the customer service on 14th Jan afternoon with a request to reschedule my ticket for 20th Jan 2023. I was told that they cannot reschedule and advised me to visit the airport office or city office Mumbai.

On 15th morning I visited the airport office of Air India and they rescheduled my ticket for 20th Jan and charged approx. INR 38000 (tickets enclosed).
When I went to the airport with two bags for checkin I was told that you are allowed only 1 bag and you have to pay for checkin the second bag. I[censored] look at the original ticket I was entitled for 2 checkin baggage and as per Air India policy also for Mumbai Newark sector I was entitled to 2 checkin baggages. (For students travelling on F1 in fact you are entitled for 3 bags ).

I was forced to pay Rs 20600 receipt enclosed else was told that u cannot checkin.(receipt enclosed). I had to undergo a lot of mental agony and somehow managed to pay and move on as I didn’t want to miss my flight.

I need justice as per my original ticket, I was entitled to 2 bags checkin as per Air India policy for this sector and have been forced to pay Rs 20600 at the Mumbai airport .Please arrange for the refund of the amount charged to the same card through which this payment was made.

Regards,
Aashita Ajai Kumar Gupta