Dear Air India,
With regards to my lost bag (baggage tag ref:AI 813929), after chasing up multiple times the people at Heathrow Terminal-2, Air India officials at Delhi and at Bengaluru, I finally managed to receive my bag on the 14/09/2022 at around 23:15 hours whilst I as asleep. Please note I started from India on 31/08/2022 and it took Air India to get my lost bag to me almost 14 days literally!!
Although I’m completely frustrated (but not surprised!) at the state of my bag both inside and out and the state of it’s contents. I’ve attached few sample pictures of the outside of the bag, inside and it’s contents for your reference herewith.
I can clearly tell the bag had been left outside in the rain (monsoon in India)/ drenched in water as there is full of water damage that it stinked like a garbage when it arrived with full of moss/ mould/ fungus all over the bag and inside the bag. Moreover I had my contents like expensive T-shirt tops, trousers, sports wear, daughter’s classical dance outfit, my son’s clothes etc were extensively damaged and stain marks left that didn’t go away even after few washes. Moreover, the contents were left in that state of damage for some time that the stink it caused doesn’t go away from it at all even after extensive cleaning. As some of the contents such as classic dance (Barathanattyum) dress, expensive Sarees, blouses etc were ordered, made to measure from India that I can’t get it here in UK. All these caused considerable amount of emotional stress besides the financial loss caused by the carelessness of Air India. I had no other choice rather than to bin the whole of the bag and its contents into trash due to the state of it when I received which cannot be retrieved to it's original self!!
Besides all this the amount of time and effort I put personally to chase for answers and the number of emails and phone calls (look through your records), WhatsApp’s and text messages that I did to locate my bag is countless. The online baggage tracker wasn’t updated with required info even after almost 10 days since the bag was lost, all this proves the inefficiency of Air India officials and how little care you provide to customer’s belongings and only proves how little/ nil answer you do to provide any answers to genuine customers like me. I do not need to go through any of this stress caused by Air India.
Look at the state of the bag and content in the pictures which will tell what I’m trying to explain but you will never understand how it smelt when it arrived late at night and the poor service that your baggage delivery company provided…and the list goes on and on. Totally useless and utterly disgraceful service I had experienced with Air India. The service had not only improved but also have gone worse since the recent take over by one of the biggest ever reputed Mr Ratan Tata. I personally think this such a service only defame Mr tata and his brand and only force patriotic people like me away from India brands/ airlines and Brand Tata! I really felt bad for choosing Air India to have gone through this stress myself my family (including young kids) put through this. Never again I’ll travel with Air India even by mistake.
I shall hereby demand Air India to investigate this properly and start processing my claim for the thousands of pounds I lost including my Reebok branded duffel bag and the emotional stress this has caused to me & my family. For your kind information I have proofs of all those phonecalls, texts, whatsapps messages, emails that I & my wife made to Air India. Please check all your email records you received from both email IDs copied into this email and you will see for yourself the amount of conversations and chase ups that went since my bag was lost!!
Moreover, once the claim has been sorted to my satisfaction, I’m planning to post my message above including pictures and my story with proof on Social Media and also planning to personally write to Mt tat explaining him of what I had gone through with his Air India.
Can someone responsible contact me immediately and sort out this amicably. Please take this seriously- If I do not hear from Air India in the next few days and get a satisfactory answer I’m planning to go through the lawsuit route.
More evidence, pictures etc details is in the initial email sent to on 26 September 2022 at 14:22:09 BST, but then followed up with multiple emails which were never answered.
Kind regards,
Deepa Mohanraj & S Vasudevan
(+44 [protected])
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