Complaint Details

Status	:	Closed
Complaint No	:	0053537/2015
Category	:	Others
Date	:	22-09-2015
Subject Line	:	Delayed baggage and rude customer service
Complainant	:	Manjunath Bhat
Address	:	Flat 203, Riddhi Regency,
Complainee	:	Air India
Address	:	Chatrapati Shivaji Domestic Airport, Vile Parle - East, Mumbai

Complaint Details
Complaint:
I travelled on Air India flight AI 665 from Mumbai to Mangalore on 16-Sep-2015. My confirmation number is YMW97 and YMW6V. I checked in with one cabin bag and one check-in bag. When the flight landed in Mangalore my checked in bag along with some other passengers were missing. Air India did not care to inform us about this mis hap. After arguing with them for a long time, they conceded that they had forgotten some bags in Mumbai. We registered a missing baggage complaint and decided to stay back in Mangalore. We were originally supposed to travel another 80 KMs ahead to our native near Kasargod, Kerala.

They had assured us that our bags would deliver to us by 2 PM the next day. On the next day (17-Sep-2015), their number (0824-2220451) which they had given us to contact them gave us poor/no response. They had no information regarding when our bags would be returned to us. They would not have any information whether the bags had arrived in Mangalore till 4 PM on 17th Sept. They could not confirm if my particular bag had reached Mangalore till about 4.00 PM. They would answer calls and leave the phone off the hook for long duration and not talk to us. Upon rigorous follow-ups every half an hour they delivered our bag at 5:30PM which is 30 hour delay.

I was travelling with my wife and a 1.5 year old infant. We had plans to attend one family function which had to be cancelled due to this goof up, had to arrange for a stay. We also had to buy a set of clothes to change. All our clothing was present in the bag that was delayed. Since Air India asked for a local address to deliver the bag, we had to wait outside of friends' place for more than 3 hours with 1.5 year old to collect the luggage. We incurred an expense of Rs 2000/- towards clothing. We had lost peace of mind over two days due to this delay and irresponsible attitude airline has shown to handle the situation. Staying at someones place unannounced, arranging for cloths and other sanitary products for a day, waiting for more than 3 hours with 1.5 year old for baggage was a complete torture and my family suffered beyond limit. All this while not a single form of communication Air India arranged to apologize or to inform.

Relief:
I am filing this complaint to ask Air India to improve their customer service and be responsive, responsible and pro-active in informing customers about their delayed baggage. I am asking for a reimbursement of 2000/- incurred towards expenses and 10000/- in damages due to mental suffering and loss of peace of mind.

Documents:
Attached a copy of the boarding pass.

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