Air India — No update on lost baggage even after 2 months reference number - sinai 14992

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I travelled recently on your flight ai 342 from mumbai to singapore on 20 jan 2017. Yours wasn't the first choice in my flights but because you were the cheapest available for my timeline, i decided to go with you. This sentiment is something that i believe is shared very commonly amongst your fliers. First of all i was travelling with an infant and when i arrived at the check in counter about two and a half hour prior to take off the queue at the counter was never ending and only 4 staff members were allotted at the counters. There was no separate queue for passengers with infants or elderly people. After repeated shouting by many frustrated passengers few staff members were called in and those travelling to singapore were asked to check in before. The staff handling our check in of baggages was so slow that we were just done with our checkin about 30 mins prior to take off. We anyhow managed to board the flight just 5 mins prior to departure and took a sigh if relief. But our relief was so turned down into frustration again when one of my baggage went missing. It was a baggage that we checked in. We then made a complaint at singapore airport before moving out of the airport and then starts our trail of follow ups with the air india team. After not hearing from anybody for 2 days we decided to make a call back on the call centre number provided on our complaint form. They asked us to contact mumbai airport. After calling at mumbai airport (Making an isd call) we were turned back saying its the airlines responsibility to contact us so we again had to call back on the same number after which we were said that we will be updated on the same. Again after waiting for their call for 2 days we decided to call back the call centre this time we were advised to call some other call centre number and we did that and got the same reply every time that we would be contacted which never happened. I read online that after 21 days if the baggage is not found its considered as lost. So i waited till then and contacted the airlines again and to my surprise they asked me to send a mail to [email][protected]@airindiasin.com. Sg[/email] and [email][protected]@gmail.com[/email] on 8 feb. The next day i get a reply from them with some pictures of the bags asking me to check if its one of mine. Unfortunately none of them belonged to me so i reverted them but to no reply. I even provided images of my bag for their reference. After waiting for so many days i again called on the call centre number stating my issue and they were just asking me to contact here and there which i had already done in the past. This time they asked me to write to [email]call. [protected]@airindia.in[/email] and on 23 feb i get a reply from them to contact lost baggage services desk:[protected]@airindiasin.com. Sg which i had done way back. Thats it this was the last i heard from anybody from air india. P. S: i had to spend a lot of money calling on the call centers and even after daily sending them mails, following up with them i was left unattended each time. Why is it that i have to contact everybody? Is it not the airlines responsibility to attend to their customers? Is this what is customer service? I have repeatedly asked to proceed with the compensation formalities but nobody cares to give me a reply or listen to my complaint. Two years back i had lost my baggage while travelling with singapore airlines but their customer service was so good that i did not have to call them every time and was give compensation within the time frame as per their policy. This would be my last try with air india before going to consumer court. I think i will be the last person to take air india for my future travel and would advise others also the same. I would request your help in getting me justice in this case. Looking forward to a prompt response from you and your team.

Regards,
Ankita
[protected]@gmail.com, +[protected]