[Resolved]  Air India — Lost items & careless on duty staff

Address:

Bangalore, Karnataka

I travelled from Delhi-Bengaluru on 25-Jan via Air India flight AI506. During the journey I was carrying baby stroller and baby seat along-with hand baggage. However while entering the plane cabin, I was asked to hand over both the items to ground staff at the cabin door since these items could not fit inside. I was told that I would receive these while getting down from plane on reaching Bengaluru. However on reaching Bengaluru, I did not receive the baby stroller. After waiting 2 hours at airport I was told I should have received a claim tag on the same, which was never mentioned by Delhi staff or cabin staff. Further to it, I was not receiving any proper response to the calls to check if they are able to locate the stroller or not. After 10 days to follow-up I was told that it could not be located, and they can send me a replacement stroller in lieu of that. When I finally called up to check if this has been sent or not to me, I was told following: 1) No claim tag is there, so they are not bound to treat as a missing luggage. 2) No tag/number is there, so there is no proof that I handed over the stroller to the staff in Delhi. 3) Whatever staff has been telling me till now is not correct, and they cannot honor this as missing luggage and are doing a favor to me by trying to replace it. 4) If at all something can be done, I need to come down to airport (which is 3 hours journey one way) and talk to the on duty person and probably I will get replacement items against lost items. 5) Finally when I challenged against what staff told me, I was told to go ahead and escalate to whomever I want and get things done if it can happen. This is complete harassment and trouble to the customer, and also very careless and irresponsible attitude from air india staff. Further to it, Bengaluru staff even blamed me for not getting the details of Delhi staff to whom I handed over the stroller, or check with Delhi airport only for this. This behavior needs to be stopped, so that customers are not troubled for the irregular practices within Air India staff. Appreciate any action on this regard.