Airasia — Mistreatment and wrong information about baggage

Address:

Bangalore, Karnataka

Hello, I would like to inform you about the most harrowing travel experience on a flight ticket booked on cleartrip (ticket has been attached). I had booked this ticket via cleartrip almost a month back. Flight details Airasia I5 1721 Jaipur to Bangalore Date 30th June 2015 Departure 8:55 Arrival in Bangalore 11:30 As you can see in the ticket I had paid extra for the add-on luggage, In my ticket it is clearly mentioned Check in: 15kgs, Cabin baggage: 7kgs, Add on: 20kgs. Accordingly, I was carrying in total 34 Kgs for Check in plus a laptop bag. To my surprise, at the boarding counter I was told that add-on is not valid and I had to pay extra for 14 kgs. This situation led to a discussion which turned into an argument with the airlines staff. The ensuing episode was uncalled for, it was very humiliating and traumatic for me. The Airasia staff at the counter in Jaipur were not cooperative and started putting pressure on me to pay for the baggage stating that I might miss the flight (which eventually took off from Jaipur at 12:40, they were putting pressure on me that I will miss the flight which had not even landed and was already 5 hours late). This was uncalled for, the staff is supposed to help the customer and make the experience satisfying if not great. Also the staff charged me excessively the first time, taking advantage of my emotional state ( I have attached the receipt of the transaction). I had to request the security personnel to call upon the staff and they came extremely reluctantly to hear my plea for the wrong transaction (see attachment 3 - Scan 6). Had I not noticed the wrong transaction that amount also would have been my loss. They then charged me for 14kgs ( see attachment 2 - scan 5). The security personnel will definitely remember me as the Airasia staff had made a spectacle of me at the Airport. I spent most of the time in a corner away from prying eyes trying not to be a laughing stock. I am a frequent flier, I understand baggage allowance, this treatment, rudeness, humiliation was uncalled for. If my ticket did not state the add-on of 20 kgs obviously I would have not carried 34 kgs of luggage. Later on when I was able to regain my composure I called up cleartrip helpline and the executive clearly stated that I was allowed the 20kgs add-on. I am not at all satisfied with the way the Airasia staff at Jaipur treated me. There is no reason that I should be suffering due to a discord or miscommunication between cleartrip and Airasia. I had accepted all the terms and conditions when booking this trip, why should I suffer? I cannot express how traumatic this experience was for me. The staff at Airasia has to be more accountable and customer oriented. I had complained on their website, today I received a casual phone call, and there also the Airasia representative is clearly putting the blame back at me. They have not done anything wrong. There are so many rules for the passengers, about reaching on time, carrying correct luggage, about the material that we are carrying, following a line, how to sit, how to stand, when to use to toilets, so many rules for us, are there no rules of how the staff should behave with us? 1)The information was represented incorrectly on the ticket, Airsia staff should have taken that up with cleartrip and make the correction at the source. I am sure many other passengers might have faced a similar situation. 2)The staff deliberately lied to me and put undue pressure on me that i should pay or I will miss my flight. If they had not put the pressure on me I would have sent the excess baggage with my family waiting at the airport gates. 3)They charged me incorrectly, this whole conversation was going on for 10 mins, the numbers were being repeated, they were feeding me the numbers of the incorrect baggage, how did they make this mistake? This was deliberate? 4)Casual response by the Airlines representative has pushed me over the edge, the mental harassment I went through should not be overlooked. I hope for some justice. Mrs Sylvia Nilkanth