Go Air — damaged luggage and bad behaviour of staff | |||
I flew with go air on 25/05/2019. This is in regard with my bags that i have received that have been damaged. You will find a series of events that have taken place at the domestic Mumbai airport that have left me with an extremely Distasteful experience with go air. At the conveyor belt number 1 my bag arrived with its zip torn apart. I Received my bag with my clothes being pulled out. You may refer to the Cctv footage to have a look at the way i received my bags on the conveyor Belt. This was reported to the the baggage service desk requesting for a Compensation to be made for the damages. My encounter was with the csa Staff ms payal ghadi who i quote "the bag has been damaged by the hooks in The airplane and not our staff, if nothing is missing we are not Responsible for any other damages". Unfortunately, i cannot buy this Statement that the hooks or turbulence on the flight have damaged my bag to This extent and removed the clothes from it. This is a clear case of Mishandling my luggage. It is evident that no care has been taken with my Luggage and pilferation has been attempted. Post this we requested to meet the manager who took 20 mins to arrive. We Were told that we will receive no help at the desk and would have to email On this id to receive help. This was mr swapnil dongarae who is the deputy Airport manager. He too denied any responsibility of the damage and Retrieved to the solution of "trying our luck" through email. On agreeing to do the same, my family moved onwards outside since my 78 Year old grandmother was tired. Hence, we headed outside to book our cab. After taking the bags off the trolley we noticed another bag was damaged And could not move on the ground. As we flip it over, we realise two wheels Are broken. Post this we requested to speak to someone from the baggage Claim desk since we had already exited the arrival gate. The security there Called the go air baggage claim desk and asked someone to attend to our Issue. I was extremely appalled by the way go air's csa, mr farhad spoke to my Mother, mariya tayebji. To an extent he seemed to be shooing us away. Humiliated and angered by this behaviour we were asked to leave as the Representative had shown no interest in even having a look at the broken Bag and had simply waked away. We customers were left unattended and Frustrated. We were then guided by the security staff to speak at the counter at the Arrival gate. On going there the deputy manager mr swapnil refused to meet Us or speak to us. We were denied any attendance and there was no solution To our grievances. We were then attended to by mr manish yadav the cse who Met us at the arrival gate counter. Much to our disappointment he too asked Us to send an email and refused any support from his end. He also accused Us of possibly damaging the luggage ourselves. This accusation of scandal Makes a customer feel absolutely disgraced. We have been frequent flyers of the airline and we would not want to spend two and a half hours of all our Time late at night, making our grandmother uncomfortable only to lie? These Are expensive suitcases that have been damaged by the go air management and i Would request you to urgently look into the matter. Below attached are my flight details: Flight no: g8 345 From: kochin To: mumbai Time of departure: 8:05 pm Time of arrival: 10:00 pm Passenger booking name: mariya tayebji Volatile behaviour to our claims and unprofessional attitude towards my Mother in addition to the mishandling of our luggage discredits your Airline. Additionally the airline also had my grandmother waiting on the Ramp outside the airplane because the wheel chair was 30 mins late. This May have no relevance to the above situation but it did cause us trouble. After an enjoyable trip in kerala we encountered the most off - putting Experience that has ended our trip with hassle and bitterness. Attached below are images of my damaged luggage. You may see the first bag Has been torn open and my clothes have been pulled out. The second bag is My grandmother's, hasina tayebjis bag where two wheels have been broken. Ms payal, mr manish and mr swapnil who are all a part of goa air's staff have taken images of the bag Incase you require testimony. On emailing goa air we have received an email after 6 days saying the regret the events that took place and will work on improving their staff but they are in no way going to compensate for the losses we have faced. However, we believe that this is no case of wear and tear and is a clear case of mishandling on the airlines part. Was this information helpful? | |||
GoAir customer support has been notified about the posted complaint. | |||
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