Air India — Staff Rude Behaviour and Wrong Baggage charged

Address:

Air India Kolkata Airport

Hello Team,
I travelled on Air India on 11th December 2022 by connecting flight via Delhi. My itinerary mentioned 25kg check-in and 7kg carry-on. I carried only 1 check-in luggage and 1 laptop luggage but no carry-on. My check-in baggage limit was exceeded by 5 kgs and your staff asked me to pay extra Rs.6300. The cost of the original ticket was Rs 7300 and the cost of excess baggage was Rs 6300. I told them that I do not have that much money and due to service maintenance both my DBS bank and Kotak bank accounts are not working so I cannot withdraw any money. I requested them to waive off the fee as I don't have carry-on baggage and don't have enough money. I told him that my father is in the hospital and I have to go to Varanasi anyhow. Your staff who was sitting at the counter where the excess baggage fee was collected was so rude and unprofessional. He categorically refused to help me and also told me not to travel as I don't have money to pay for my baggage charges. Today I am writing this because my father is back home and I am a bit mentally stable now. This was my first experience with Air India and it was like a nightmare for me. Same was the case in 2019 when I travelled with Indigo but their staff was very nice and allowed me to travel without any extra cost as they said I have only 1 check-in luggage. I understand there are some policies and we are bound to follow them. I am also working with airline company and I know about all these situations but if such scenarios come then we need to help our customers first. Another of your staff helps me. I sent money to him through phonepe with the help of one of my friend and then he withdraw money and gave it to me then I paid after this insult and rudeness by your staff he let me go for further process. I want my 6300 rs back or I will file a complaint against Air India and their employees.

Thank You,
Priti Shukla