Vistara — Baggage tampered and valuables missing

Address:

TATA SIA Airlines Ltd. Intellion Edge, Tower A, 9th and 10th Floor,South Peripheral Road, Sector – 72, Gurugram, Haryana - 122101

Issue: Baggage Damage( intentional) and top notch Negligence by Vistara team to safeguard my Items even in multiple occasions from Delhi to Chennai resulting in my valuables being missed/ stolen from bags.

Background - I’m Jay, Australian citizen visiting India for vacation to meet my parents after my wedding. I was booked Vistara flight UK835 with PNR 55LAG4 from Delhi to Chennai.
I was visiting my parents all by myself after many years and I bought all gifts for them from my home country.

Brief
1) boarded my Vistara flight with 15kg with fragile sticker
2) Bag was tampered and I was told about it just 2 mins before take off near the cockpit
3) No time to check anything due to security measure
4) Bag was loosely packed, two locks broken and zips damaged
5) Cabin crew assured it will be packed properly
6) On arrival bag was more damaged with two locks being completely broken and items were falling off the baggage counsel and it was packed in garbage bag
7) On arrival weighed 11.6 kg
8) upon checking valuables bag missing with items worth close to AUD 4500$ Weighing close to 4 kg
9) PIR Raised and signed by authorities

Detailed Timelines :

6.00 pm - reached Delhi airport, dropped in the check in bag weighing 15.6 kg and asked the person to put fragile sticker as I got valuables.

7.00- boarded the flight at Delhi and was assigned to my nominated seat 14C

7.52- I was called my cabin crew lady ( just 2-3 mins before taking off ) to check something with my checked in baggage

7:54- I went close to the entrance of the plane and the whole ground staff were down the ladder and one of them asked me to check if what they are holding is my baggage.
I was confused to see my bag being covered loosely in a poly bag and I can hardly see anything . I told the crew that I didn’t pack this way and they mentioned the bag is broken ( in local language Hindi which I can’t speak or understand)

7:54- I said I can’t confirm anything without seeing anything clearly and in close proximity
The cabin crew and the ground staff were running out of time for take off and they were forcing me to just get back to the plane and they were pushing me to just confirm if that’s my bag from upstairs as due to security protocol they can’t let me down and they were going to put img bag back in the plane with that loose packaging

7:58 - I was adamant to check the bag up close or I was ready to get off the plane .Along with cabin crew I was given a chance to see my bag up close for few mins

8.00 - the flight was already delayed due to this and I was shocked to see all the locks and zips been destroyed completely and my belongings were hanging out loose from the bad cover up. Cabin crew told me to quickly open and check if everything is safe but I told them it is going to take time . Upon checking two packaging with a valuables were missing and told them I need time to verify all. They rejected my request and told they need to take off without me . I said okay go ahead but I need police on scene. I started taking all photographs

8.10 - I was told this is the way they found the bag and they were trying to get away by showing it beforehand so I don’t raise issue later. With all language issues I managed to stand up for myself and told I won’t let this go until I get police on the scene.

8.15 - The crew convinced me to get back on flight as other passengers are also suffering and they will do the needful and get the packaging safe with remaining stuff and they will let me record everything that’s missing after arrival in Chennai.

8.17 - cabin crew gave them some plastic bags from their supplies and I saw them taking it to wrap my bags. Cabin crew assured they will come to my seat and take the complaint and record everything and do the needful. They recorded the complaint and said she will send an email within 24 hours .

8.19. - flight took off ( after 25 mins of delay proof attached
) due to this negligence and poor bay handling
During the course of flight I was going through complete shock, dismay and mental breakdown due to this. Cabin crew recorded it all in her diary and said they will let Vistara crew know at arrival and they will help me lodge complaint

10.50 -11:30 - flight landed . Baggage arrived on carousel and I saw my bag being wrapped in garbage bags and can see items falling off from the baggage. Photos and videos were recorded

12.00 - arrival baggage weighed and it was 4.1 kg less than what was checked in. My valuables are missing as in PIR
Gucci watch, Mk bag, one barrel of Dyson airwrap, Tom ford perfume, branded makeups damaged and some missing, morphe brushes, white gold jewellery, lifestyles clothes

12:30 - PIR raised and the airport ground staff said someone will come next day and replace my baggage and for Valuables I should raise ticket with Vistara . They took photos
of my
Passport, my boarding pass and took my contacts details too


03/03/2022-
no one contacted me yet on this issue.

What I request as a resolution:
• Compensate for all my valuables that’s missing( PIR raised at Chennai airport)
• Replace my 35 kg baggage that was bought from Australian company
• Reimburse my flight ticket prices
• Compensate for my mental breakdown and all the hassle I got to go through in foreign place with no support.

This is a huge disappointment that VISTARA doesn't care about their CUSTOMERS convenience and safety and they perfectly ruined my travel plans. It does not seem like that Vistara lives up to their core values. I will be sharing my experience on Social Media, everyone should be aware about this (above issue) and this could happen if you book a trip with Vistara

Flight delayed status: 22 mins delayed

If Vistara genuinely cares about their customers and stands to their values, We would hope and appreciate that I will be fairly compensated

I will be expecting a call from your management ASAP.