Air India — misguidance on baggage information

Address:

Indira Gandhi International Airport, Terminal 3, New Delhi, Delhi, 110037

This event took place on 19 december 2019 at 8:17 am at terminal 3, indira gandhi international airport, new delhi.

I booked air india flight ai 506 from new delhi to bengaluru that departed t3, igia at 9:45 am. I landed in new delhi on 18 december 2019 at 11:30 am after traveling from usa in china southern airlines. About two weeks ago, before i made the booking on air india, my mother spoke with an air india customer service representative in bengaluru to confirm the limit of baggage. She was told that i was allowed to check in all bags free of cost as long as i traveled within 24 hours of my international travel and had a valid boarding pass.

I had valid boarding pass, traveled within 24 hours and went to the airport at 7:20 am to check in for my flight at 9:45 am. I got my check in spot at 8:17 am. There were multiple staff around, but only three counters were open. I went to the check in counter and checked in one suitcase. My carry on weighed about 12 kg, and my laptop bag weighed around 7 kg because i had two laptops and document folder in it. Since i had only one check in suitcase, i requested the ground staff if i could check in the other suitcase as well and i was ready to show my boarding pass too. The lady said nothing of that sort was allowed and i was not allowed to check in another bag, and i had to pay for the extra 8 kg. This was completely contradictory to what the earlier customer service personnel had mentioned, and was rude that she would not let me inside the flight if i did not pay. I had to fly to bengaluru, and asked her what the cost would be for one kg. She mentioned it would cost rs. 530, and directed me to another person. The other ground staff told me it would cost rs. 670 and directed me to the billing counter. The billing counter staff told me it was rs. 500. I was frustrated and started questioning them for giving me inconsistent information, to which the staff was plain rude and unapologetic.

During that time, i was approached by two other passengers who faced the similar issue. A lady traveled from san francisco, usa on a star alliance airline and took air india flight from new delhi to bhatinda. Her husband had traveled a few months ago on a similar route and he was allowed to check in his bags in air india free of cost. She had confirmed with the customer service free of cost and hence booked the flight. But she was asked to pay for the extra 40 kg after getting ten different prices from ten different people.

Another gentleman traveled from stockholm, sweden on air india. He had a connecting flight from delhi to bengaluru on air india and it was under the same pnr. He had a layover of 2.5 hours at new delhi. Although he had checked in the same piece of baggage at stockholm, he was asked to pay for the extra weight.

I paid rs. 4200 and went to the check in counter. The staff at the counter was extremely rude and was not polite at all while handing over the boarding pass.

During my flight, i met two passengers who sat next to me. They traveled on air india from san francisco to new delhi and had a connecting flight to bengaluru. They were allowed to check in their bags free of cost.

It is very disappointing and misleading to customers about this varied information. I would not have booked this flight at all had i known this would be the case. I traveled in air india after nearly ten years, and i had a really bad service. One customer service representative gave one piece of information and the check in staff said something else. Each staff member gave different price for the extra weight of baggage.

I am extremely disappointed. I would like a reimbursement for the extra money i paid for all the false information i got.