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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.

damaged luggage and bad behaviour of staff

Complaint Status


[Jun 03, 2019] GoAir customer support has been notified about the posted complaint.
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    GoAir Phone
    +91 22 6741 0000 [Head Office]
    +91 92 2322 2111 [Customer Care]
    GoAir Address
    1st Floor, C-1, Wadia International Centre (WIC), Pandurang Budhkar Marg, Worli, Mumbai, Maharashtra, India - 400025