GoAir — baggage damage and unprofessional behavior

Address:	Wadia International Centre, Worli 1st Floor, C-1, Pandurang Budhkar Marg, Lower Parel, Mumbai, Maharashtra 400025
Website:	www.goair.in

I was traveling from bom to cok on goair g8-347 (Pnr: z5cevi) on the 15th of march, 2020 and had checked-in a small trolley bag with nothing but clothes in it. Upon reaching cochin at around 6:45 in the morning, i waited till the ‘last bag’ call at the conveyor belt for my bag. Since it had not arrived even after, i was under the impression that my bag had not been loaded from bom. I immediately contacted the goair airport executive and informed him of the same. The executive had meanwhile tried to get in touch with the mumbai terminal for further details. While awaiting details, around 30 minutes after last bag call, my bag arrived in a basket, on the conveyor belt, completely destroyed with all my clothes popping out. The zipper had fully came off, the steel wiring was visible outside and the frame was fully dented. The cloth lining on the outside was completely frayed and worn out and looked like it was dragged on the floor and i could also find tire marks on it. The pictures of the same have been attached herewith for your perusal.
When asked why my baggages had been completely damaged, the airport executive skirted around the issue and refused to give me any definitive answers.in addition to flimsy excuses, they even insinuated that my baggage had already been in this condition during check in at bom airport. I was then later told that it may have been because the bag fell from the vehicle while being unloaded, however this is highly improbable considering that a mere fall could not have possibly resulted in total destruction. Furthermore, all my clothes in my bag were turned inside out, indicating that the contents of my baggage had been gone through and there were even tire marks on it. The executive as well as the manager was present while i went through my bag and they possess pictures of the same.
I have attached images of the damaged baggage herewith for your perusal

Pursuant to this, the executive assured me that they would handle my grievance and gave me their duty number to follow up on. After 5 days of incessant calls which came to no fruition, it was on the 22nd of march, 2020 that the duty mobile finally answered. They said they had sent an email expressing my grievance and assured me i would be forwarded the same. however, this did not happen and the number hasn’t answered my calls after either.

I have contacted all possible forms and avenues of grievance redressal mechanisms they have offered.in accordance with the guidelines issued by the ministry of civil aviation, i have contacted the goair customer care, their nodal officer and their appellate authority. However, i have received no response from their sides. Furthermore, i have even filed a formal complaint with airsewa, which also has not been responded to.
I have even taken to contacting them on all their social media handles, which has been to no effect whatsoever.
I have attached images of all my communication with goair and other avenues, in connection with my grievance herewith for your perusal.

As per the mca guidelines, which can be found on the goair website as well, in cases of damaged baggage, goair is liable to for upto rs. 20, 000/- in damages. This is only compensation with regards to my baggage.in connection to pursuing this complaint, i have lost money, time and suffered great mental trauma owing to the rude and brash nature of goair employees, who are ideally there to redress consumer complaints as well as their nonchalant behaviour which has resulted in me having to incessantly hound them for redressal. It has only added to my long list of troubles this airline has caused me.

I kindly ask that this issue be taken up at the earliest and considered with utmost gravity. No consumer should have to go to such lengths or through such a harrowing ordeal in addition to having a horrible experience with the actual flight journey. The least they could do to make up for the damage was to reach out to me and assure some form of solution or atleast show some recognition to my complaint.

Furthermore, i understand that due to covid-19 and the ongoing pandemic, the airline might be facing shortage in staff. However, this is no excuse for the rude treatment i have received for the past one month.

Kindly consider this at the earliest and do the needful.