Air India — property irregularity report

Even though i have run out of my patience to speak in a befitting manner, i still have my dignity left unlike your airlines. Your prestige and false pretence is rather a perfect image of whats wrong in civil aviation sector. I am a government official who despite running into lot of horrible experiences with your proud airlines in the past still hoped for a better hospitality from your airlines because of your position as a government official friendly airlines. But your airlines again mercilessly proved me wrong and made my experience even more horrible than i expected out of your "falsely claimed" prestigious airlines.

On 3rd dec i boarded ai075 for bhubaneshwar at 11pm. I honestly admit my mistake for putting in a power bank in my check in baggage because of which it got detained at delhi airport.

I am writing this grievance on 4th december sitting in bhubaneshwar without my baggage. I was assured by your security staff that i will get my baggage by next flight after they got the authority signed from me. I have also humbly offered if i get down, clear my baggage and come by next flight but i was again assured by your staff that my baggage will definitely arrive at bhubaneshwar by next flight. It did not. I had to stay in bhubaneswar for one whole extra day upsetting my travel itenary which costed not only me but govt of india which is paying the expense of my travel. Its exactly 24 hours after which i am writing this. I have following issues to complaint :-

1. Why was i promised falsely that my baggage will be there in next flight by your airline staff when it was actually in control of airport security? Was there actually a need of being a midwife?

2. Why was i not briefed about the fact that i have to email my boarding pass, pri form and id proof to your email id debag. [protected]@airindia.in as soon as the power bank was found in my luggage?

3. Why even after sending all documents to your office at delhi at 10pm at night, there was no action till 12 noon on 4th dec?

4. Why would the helpline number [protected] call representatives falsely promised that my luggage has been kept in ai 473 on 3rd dec when it was not?

5. Why no answers were made when i incessantly called [protected], [protected], [protected] from 0930am to 11pm on 04th december? They are still not receiving any phone call on these numbers.

6. Why the seriousness of the issue not briefed to me properly so that i could take a conscious decision at the time the matter was reported to me?

7. Lastly, where is my bag and when will it come? I am tired of calling and emailing.

Submission:-

Date of incident : 3rd dec
Complaint number : bbiai 12994
Passenger name : cat nitin thapliyal
Flight no : ai075
Description : power bank found in my check in baggage while onboard flight from delhi to bhubaneshwar. I have apologised for the inconvenience caused to airlines. I offered if i get down and take next flight but was assured that it is not required. Inspite of the assurances, no action taken and the baggage has still not reached bhubaneshwar airport. I have emailed pir copy, id proof, boarding pass copy and authority letter at 10pm 3 dec and 10am 4 dec, but still no action taken.

Desirable solution : your airlines has caused me serious official, financial and personal loss by not keeping up the assurance your staff offered me at delhi airport. There is no solution to this problem because that is not the problem. The problem is that your airlines is not bothered about customers, so why would you take an action on it? If your airlines genuinely wanted to help, you would have. Its not a herculean task to take out a power bank from a baggage after the owner has given full responsibility to the airlines and accepted the mistake on his part. It honestly shouldn't take 24 hours. But, since your staff said minimum 24 hours, i am writing this complaint exactly after the passage of 24 hours.

I honestly can think of only one solution to it. Please handover my baggage to me and i strictly forbid myself to fly with airindia from now on.

Congratulations on losing another customer because of your incapable, incompassionate and heartless dealing with a customer grievance.

Please also brief and educate your staff on how to handle situation like these. They were as clueless as i was. Your staff could have briefed me about the documents to be produced for the clearance of the baggage from security. Please also ask your tele operators to pick up the calls made on the helpline numbers.