The complaint has been investigated and
resolved to the customer's satisfaction
Air India โ€” lost baggage and incompetent service

*** First Letter ***
Re: Letter of complaint Ref: 33342

E-ticket : 098-[protected]

My name is Steve Victor, I recently visited Delhi with your airline, Air India. Due to issues with my luggage I was unable to complete my visit and was left extremely disappointed. I purchased me ticket from Southall travel on the 29th September’10.

Below is a summary of the below standard service I was afforded by you:

8th Decemeber’2010

Checking in for flight AI 116 Lon Heathrow to Delhi International @ 13.30

The beginning of my trip was excellent; I was able to extend my flight back departing flight from Delhi to London at no extra cost from the 18th to the 21st.

During the flight I was given a seat with no headphones, when requesting the headphones three times, I gave up. The staff onboard the plane were unpleasant, unhelpful and showed a direct lack of enthusiasm. I travel a lot domestically with Easy Jet, Ryanair and internationally with Thomas Cook and Virgin Atlantic. In comparison with those airlines I would say Air India are nowhere near that standard. The above, airlines believe in customer service and deliver it with extreme competency. In addition to having no headphones, the TV Screen in front of me was also faulty, I requested that your staff look into this and they said it was a technical fault and that it will resolve itself, this did not happen. All the passengers around me had working monitors, I do not understand why you don’t ensure every monitor would work (on board entertainment working).

Once the flight landed, I made my way to the immigration section. Once getting to the front of my queue I was rudely asked to complete a section of a form that was required to be submitted. I agree this my fault, but the reason I am bringing this to your attention, as Air India cabin staff prepared us for the immigration with the form but with no pens. I was fortunate to have someone next to me with a pen, but was rushed due to the flight about to land. I’d like to add Delhi international security staff are the most ignorant, uncooperative and obnoxious people I have ever come across. After the immigration fiasco, I made my way to the baggage retrieval section and waited patiently for over 1hr for my baggage until there was only me standing. I eventually asked the airport worker if the remaining baggage was the last, he stated ‘yes’. I then made my way to the lost baggage enquiry section were I was greeted with several half asleep staff who would not take ownership of my enquiry. I put my foot down and got everyone’s attention in the room. A gentleman in the room then passed me a form to complete, when requesting to use his pen he halted and reluctantly allowed me to use it. Once I completed the form, it was received with a lack of urgency towards it. I decided to have another look at the baggage section and was informed only one baggage was unclaimed this bag looked similar to mine, a ‘Dunlop’ suitcase same dark blue / black colour and D motif on the front. I requested the baggage handler to bring this baggage to the loss enquiry area and then requested the half asleep gentlemen to scan the baggage tag to bring up the customer details and contact them. However, there was no contact number and only a home address. I asked for this to this detail to be inputted into my report and was told that this would be completed, I was then given several contact numbers (even a mobile number! This was their insurance) that I could contact them up for an update. I asked what initial compensation would be granted, but they said it would go through the claims process within a 20days time period,

What is Air India policy? Is it not that emergency fund will be made available to buy essentials? If so why aren’t the current staff aware of this policy? This again leaves me thinking lack of customer service?? I find this utterly ludicrous

After leaving the airport

For the first 3 days I was vividly contacting the numbers provided but to no avail. I decided to that to go to the Airport, to speak to someone from Air India. I was told by the security staff that I was not allowed into the building as I had only flown into the country 2 and 3 days ago and would need permission to come into the Airport. The helpdesk team then sent me to Air India Departures Domestic and International enquiry counter who both were unable to assist. I was then sent back and forth, but not given any positive information. I eventually tracked down the security office and was given a form to complete but would need to speak to Air India to grant me authorization. I was told that I would be required to go to T2 (terminal 2) Air India office, once making my way there I was told that the office moved over to T3 (terminal 3) by one of the other offices open. After 6hr wasted I decided that I had no more patience left and the only option was to book a return flight to the UK.

Final Day on the 13th December

Having booked my flight my return flight via the help of the British embassy who contacted Air India City Booking direct for me to get my fight changed to 14th which is 7 days earlier than intended due to the circumstances at the start of my journey my BAGGAGE being lost.

Once the booking of my return flight was complete, I decided to come to the airport 6hrs before my flight was to depart to ensure that I made a last ditch effort to chase up my lost baggage, the Air India counter clerk and team leader were extremely helpful. It was agreed that a counter clerk would escort me to arrivals section to enquire about my baggage. After a number of delays i.e. permission approvals, authorization etc I made my way to arrival baggage lose area, I then asked for answers

· What the latest was with my bag?

I was told that nothing was showing on the system, indicating that it had not been found.

· Why the contact numbers given had no response?

The gent was not able to answer

· What is the latest with bag that was similar to mine?

The gentleman was unaware of this, and stated this was not on my report.

· Has the passenger contacted? What is the id of the bag? Is it still there?

The ID of the baggage was unable to be located due the gentleman not having access to the back office system.

This confirms the genuine lack of interest shown by your staff during arrival flight!! I requested a contact name and number for the team that would be able to access the back office system. (please see below)

Ms S Gulia

Mgr Baggsvcs

Air india T2


Contact [protected]

In addition, I requested that gentleman to request that this team contact me within 48hrs.

I decided that as I knew what the bag had looked like, I searched throughout the lost baggage and found the unclaimed suitcase (which was on the same flight as mine, as well as being alike) however the label was not on it or any label for that matter? The staff on my arrival flight had taken it off to find out who the owner was but did not replace it after use?? This kind of behavior sums up Air India complacent and inept. I requested that a label be put on the baggage to say it might be in connection to mine.

Now my answers are simple

1. What is the compensation package? For my baggage? My time, inconvenience, financial costs incurred?

2. What will be happening with the baggage that was unclaimed? Have you got a record of it? Is there an address for the passenger if so what are your next steps in contacting them? Could you find when there return flight to the UK? Could you contact the migration team at the airport to find out if passenger passed their contact number to them.

I can promise you I will not let this matter rest, as I want actions and answers.

Do not waste my time any further.

Compensation Claim Package

I am looking at an overall compensation package of over £4000

I am due to fly to Delhi for my best friends wedding in February and request that you upgrade his parties’ seat to first class. I am still deciding whether to travel with Air India as I would like to travel with my friends, however, this seems unlikely and I just couldn’t not deal with a repeat of this incident

The purpose of my trip was not only visiting the country as a tourist but to organize parts of the wedding i.e. the clothes / wedding suits. I had over £4000 pounds worth of clothes, cloth for the suit ‘finest Italian wool’ which took me 2 weeks to order from Italy. In addition all the measurements for the wedding suits. Moreover, I have now had to rely on my friend to organize this which impacts; cost, time and stress.

*** Second Letter ***

Air India,

RE: Letter of complaint and lost baggage enquiry - Ref: Delhi 333

After countless of calls and emails to your baggage and complaints department, I have still not been contacted. Over two weeks since my initial email and contact to the baggage department where I was told I would be sent a response within minutes of sending my letter of complaint.

This morning I had a call from my friend in India that my baggage has been found in Ahmedabad after he had been given a call from Air India.

I have a few questions that need addressing

· How did the baggage find its way there?

· If for example the baggage was mistakenly by another passenger (whose baggage case was similar and plus it was the only baggage that wasn’t claimed and was travailing to Ahmedabad) why was I informed by the Air India staff at the lost baggage area, they would

A) They would contact the passenger

B) Contact the Ahmedabad airport

C) Call me within 2days with an update.

· Air India staff who contacted my friend advising him that they were not allowed to contact the UK, when he asked for them to call me personally. In addition, informed that they would not be able to post the suitcase to me directly as they were still having baggage issues and that I should pick it up from Heathrow.

· Why has no one since the day the baggage was lost contacted me?

Air India has your company got policies or do you make your own ones that suit your needs. I don’t expect an reply but I will continue to bombard you with emails for an response.

I am expecting a full reimbursement off my

o flight tickets ( Approx £550)

o the cost of clothes brought in emergency due to the loss (Approx £250)

o Travel cost; two and from the airport in India and the UK ( Approx £100)

o Phone bill cost; Contacting Air India ( Approx £50)

o Time of work; for picking up my baggage ( Approx £200)

o Parking costs ( Approx £20)

Approx Total: £1200, this is depending on whether my baggage is one piece or not.


  • Sa
    Saanj Jun 20, 2017
    This comment was posted by
    a verified customer
    Verified customer

    Air India - Delay Compensation (No information provided as how to get compensation) - PLEASE HELP

    AI 113 Flight delayed by 4 HOURS and 10 MINUTES + too much Inconvenience due to CHOKED UP TOILETS

    On 18th May 2017, my connecting flight 'AI 113’ was from Delhi (India) to Birmingham (U.K) with scheduled departure of 13:05 Hrs. As scheduled all the passengers including me boarded the flight on time.
    However, even after 2 hours after all the passengers boarded, the flight did not take off. Then at 15:00 Hrs there was announcement by the Pilot that due to choked up toilets the flight will be delayed further by 2 more hours AND all the passengers will have to de-board the plane. Please note that during this long wait inside the flight there was no food being served and water was only provided around 15:00 Hrs along with Peanuts packet by the crew. There was no care taken for any of the elderly passengers as well and all were asked to de-board.
    After de-boarding all passengers including me were at the arrival gate with Air India staff at the arrival gate. We were given flight transfer TRANSIT cards as per our Boarding pass. When I asked AI official about arrangements for food, I was been told that it would be made available on Departure GATE No.7. We have to again go through painful procedure of security check and then taking a long walk from Arrival to Departure gates. On arriving at Gate No. 7 we were been told that the AI flight gate is GATE 9, so I went there. I requested AI official (in pink vertical stripes shirt) 'Mr. Vinay Kochar' to provide me with delay certificate, which he initially denied to provide and asked me to claim online on AI website (which I still cannot find online). On being assertive to get the certificate as my rights finally he reluctantly provided me letter with incorrect details of flight delay of only 3 Hours 55 Minutes. However, I insisted him that it will not be true as the scheduled time on system had past and now there was more than 4+ hours delay and still as the boarding is not started it may delay by further schedule. But unfortunately he was not helpful and very resilient to provide any assistance or support to me or any other fellow passengers.
    PLEASE NOTE THAT THERE WAS NO FOOD OR WATER PROVIDED UNTIL 5 PM TO ANY PASSENGER (except 100 ml juice around 4:30 pm to few passengers, which I didn’t get as it got finished before my turn came) ON DEPARTURE GATE.
    When I asked about compensation to AI official 'Mr. Harender Singh' at departure gate, I was assured that the compensation would be provided appropriately and 'Mr. Sanjay Agnihotri' from AI will look into the concern and provide further assistance. But, unfortunately there was no one at AI Counter on Birmingham (where almost everyone was looking for them).

    Finally the Flight took off around 17:45 Hrs (IST) from Delhi and landed Birmingham U.K. at 22:10 Hrs + the time to taxi the air craft (so actually 10:30 PM) when we could come out of flight. So, totally flight was delayed by 4 HOURS and 10 MINUTES (minimum, as per scheduled reaching time of 18:00 Hrs).

    It took another 30 minutes to come out of Air Port, which means that all my possible trains to LEEDS were missed (usually journey of 2 Hours 45 minutes) and the only available was next day morning which was not feasible and I had no option but to take Taxi (which I pre-arranged whilst leaving from Birmingham realising that it would be considerable delay and I will be unable to get Train to Leeds which would help me reaching in feasible time scale (which I had return ticket for).

    Finally, in addition to my Train Ticket cost, I had to pay for out £150 for taxi to reach home at night. Overall, this journey had been very stressful and inconvenient which according to me would have been much better with professional staff behaviour which in this incident was completely missing.

    So, for such a pathetic customer service by AI Crews & Ground Officials which has caused so much of stress and inconvenience to me as a passenger and for the delayed flight of more than 4 hours, I would request to provide me the Compensation (of my full refund of my Tickets) + my Taxi fare + additional inconvenience cost (i.e; For keeping uninformed about the delays for first 2 hours, not providing any water or food inside flight during first 2 hours of wait, false assurance of getting food on departure gate, going through all security check again by standing in long Queue with my luggage, rude staff behaviour, false assurance from AI official in India about our concerns to be taken care on Birmingham Airport by AI officials etc..)

    The complaint letter was signed by all the passengers within the flight along with their Boarding card number. I would be happy to furnish the scanned copy.
    Also, the Petition will be filed by one of the passenger on behalf of all fellow passengers who signed the complaint letter.
    As Air India online information was incorrect, I have photographic evidence of arrival and departure and if necessary it can be shared.

    Compensation Sought:
    1. My return flight ticket claim - £273
    2. Taxi Service from Birmingham to Leeds - £150
    3. Inconvenience for delay + no food provided : minimum £100

    Most ridiculous was when I contacted Customer service department on Live Chat (on 20 Jun 2017 22:00 hrs) and asked how can I claim. Their reply was that we are not from this department and visit website or go on airport counter of Air India at Birmingham (means I travel for 5 hours to know how to claim). Where as on Delhi it was told to us that online claim procedure is very clearly provided, which I am unable to find for UK customers.
    See the state of Air India Counter when our flight landed. There was no staff available as they knew that travellers would ask for compensation.

    Please can anyone help me with the details as how can I claim for the above.


    0 Votes
  • Ra
    Raul2012 Aug 31, 2016
    This comment was posted by
    a verified customer
    Verified customer

    I would like to officially inform Air India that my family used the AI 126 few days ago. Our expesive stuff was STOLEN by AIR INDIA staff. I am not going to take this easily and ready to take official action. I am requesting to call me immediately at [protected].I am claiming my items back plus damage and twice amount to settle down issue. If no one contacts me in few minutes, I am plannning to inform offical authority agensit AIR INDIA forgery and also inform MEDIA about it.


    0 Votes
  • Us
    Usha rajawat Aug 02, 2016

    Dear Sir, I boarded the flight AI-611 on 8th Dec'2013 from Jaipur (JAI) to Visakhapatnam(VTZ) with transfer on AI-451 at IG New Delhi (DEL), terminal -3 (JAI:DEL:VTZ). My transit duration at Delhi terminal 3 was about three hours. I had one check-in luggage strolley facility which had combination lock (three digit). Not suspecting any loss of belongings from national airline, i did not put additional lock. On my arrival at home, after opening the suitcase, i found the clothing, etc., in disheveled condition. Immediately, my husband suspected that the bag has been tampered and to my surprise i noticed that the from the envelope containing 3000/- rupees in cash, money has been missing, The complaint is lodged hoping the culprits are identified. It is important that such happenings bring utter disgrace to AI and to the employees of AI. With a hope that some recourse will be done to correct the system. Yours sincerely, Usha Rajawat.

    0 Votes
  • Am
    amardeepi Jun 03, 2016

    To start, I've no words to tell the story of my lost baggage. It's been a year since I'm waiting for any response/action from Air India authorities in regards to my lost baggage while on flight from Toronto-Delhi-Amritsar. It was the most horrible thing that happened there and nobody was ready to take the responsibility to look into the matter. I was given so many contact numbers to reach but every time same stupid reply, it's under investigation. I'm so much frustrated now that I'm thinking about going to police or consumer court. I'm not sure how I'm gonna do this, but I'm not gonna sit back and just let them get away with this. This is the worst flight, flight attendants and service one can ever think of. I'm an Indian but I'm so much pissed off right now that I won't mind calling Air India the worst airline ever.

    0 Votes
  • In
    Indira Ghosh Apr 10, 2016
    This comment was posted by
    a verified customer
    Verified customer

    Even I have lost my baggage while going from Toronto to Kolkata. This is the 3rd time i am facing this issue with Air India. There is a big gang who are doing this with constant help from Air India it seems as I have not received any help from them till date. I got my last claim from Air Canada but no cooperation from Air India.

    0 Votes
  • Ji
    Jilan Shaik Jan 04, 2016
    This comment was posted by
    a verified customer
    Verified customer

    I am writing complain of my missing baggage.
    TICKET NUMBER : ETKT 098 [protected]

    Myself traveled from Jeddah to Bangalore, India in a connected flight via Mumbai on Thursday 17th December 2015.
    On Friday Morning i. e 18th December 2015, in Mumbai, I waited in belt more than 2 hours for collecting the baggage. But the luggage has not come. After that I lodged complained with Air India authority at Mumbai airport.
    Then they collect all the information and provided me the Property Irregularity Report which is there in the attachment for your reference.
    After that I communicated many times to the number which they have provided in the Property Irregularity Report.
    my luggage was containing things near about 1 Lakh rupees.
    It's weight is around 23 kg.
    So I kindly request you to get my baggage as soon as possible. My Mobile number is: 00966-[protected] / +91-[protected].

    0 Votes
  • Ka
    Kamal Dabhi Sep 14, 2015
    This comment was posted by
    a verified customer
    Verified customer

    my name is kamal Dabhi. I'm living in Southampton my flight number is (Ai 112 )date 14 july 2015 file number is (DELAI 71300) I was traveled by your flight air India from London to Delhi with my family but when I whent to collect my luggage but I faund one luggage sot I did phone many times but still don't recive my lost luggage It's was cost £100 and My contacted flights was left I'm not happy with your service ๐Ÿ˜’๐Ÿ˜‚๐Ÿ˜ญ

    -1 Votes
  • Mu
    Mushtaq Mohamad Aug 20, 2015
    This comment was posted by
    a verified customer
    Verified customer

    i was travelling from srinagar to Damam on 17th of August through AIR INDIA MY LUGGAGE CONSISTS OF FIVE NUMBERS ONCE I REACHED DAMAM I FOUND ONLY FOUR BAGS REMAINING ONE IS MISSING. MY FILE NO ISDMMAI12529.MY MOBILE NO IS [protected] AND EMAIL [email protected], [email protected]

    0 Votes
  • Ne
    Never Air India Again Jun 03, 2015

    I have travelled to delhi to frankfurt with air india
    worst experience even never ever again i will travel with these stupid airlines upon coming to frankfurt ..i have not received my 1 piece of baggage waiting for an answer from authority i have logged a complaint with air india staff at frankfurt and received reference number
    service is not good.. cabin staff are not also good looking but also impolite.. dont know how to deal with traveller they behave like air waitress not air hostess..improve or stop service

    0 Votes
  • Vi
    vibhor gupta Apr 25, 2015

    From the moment of arrival at the airport I faced pretty bad situations,
    First we were told that the flight from delhi to pune would be 5 hrs late, after 5 hours we were told it would be another 10 hours which too was false,
    after 20 hrs delay, we started the journey, when I thought things could not get worse at my arrival at pune airport i found that both my baggage were missing,
    I contacted the staff who were disrespectful, I somehow got my complaint registered in their files, I was not given any information afterwards,
    Whenever I contact them i am told that, they are searching for it, At last I went to consumer forum to demand compensation, There they are providing false evidence
    that I have already received my 2 baggages and if at all i didnot receive them, they would not be of much worth and thus be given compensation of maximum
    450 Rs per KG, till date i have not been given back my baggage all thanks to AIR INDIA and its incompetent management along with staff

    0 Votes
  • Dr
    Dr Krishna Bhat Apr 06, 2015

    AIR INDIA LHR-DEL flight Black trolley bag missing at IGI Delhi
    Please help me. My black coloured trolley bag was missing from the arrival belt at IGI airport terminal 3 on April 1st in connection with LHR-DEL flight and the staff say its untraceable. How can it be untraceable once the bag is checked-in at your counter in LHR?
    As soon as I saw my bag was missing from the arrival belt, I registered complaint and its been a week now still staff say untraceable. All my clothes, documents were there in the bag and I am a doctor by profession which has so many important files in it. I am literally begging them daily to trace my bag but no avail. I will be destroyed if they say its untraceable forever.
    If some kind soul is reading this please help me what should I do? Please help someone
    Dr Krishna

    0 Votes
  • Dh
    Dhillon,Harpreet Mar 27, 2015
    This comment was posted by
    a verified customer
    Verified customer

    My husband and I traveled from India to Toronto (Amritsar <Air India AI 115> Delhi <Air India 115 > London <Air Canada> Toronto) on March 12th, 2015. When we reached Toronto, one of our suitcase never arrived. As usual we were made to fill out a delayed baggage form and where told that it may have been missed and once it arrives Toronto, it will go through custom and then delivered to my address - free of cost. From March 13th, 2015 I called at the [protected] (Air Canada's central baggage station) regarding my missing baggage but received one answer "unable to locate your bag maam". According the Air Canada, my bag never reached London. Therefore, it never left India. I tried calling Delhi Airport at [protected]---the number is always busy. It is been over 2 weeks and I still have no answer. I would never travel with Air India in my life. There is a slogan for India 'East or West, India is the best' BUT I think it is time India should change it to "East or West, India is the WORSE". AND as John Fernandes said above "Air India deserves a medal of Worst Airlines of the world".
    My contact number: [protected]

    0 Votes
  • Jo
    John C Fernandes Mar 10, 2015
    This comment was posted by
    a verified customer
    Verified customer

    John Fernandes, traveled on 28th Feb 2015 Goa - Kuwait on AI 915, baggage (2 pieces) arrived to Kuwait on 4th Mar 2015. Also the flight was delayed by 2 hrs. Air India deserves a medal of Worst Airlines of The World

    0 Votes
  • Nu
    Nusrtat Feb 07, 2015

    Dear Sir/Madam,

    I am writing complain of my missing baggage.
    My family (Wife and Daughter) traveled from Dubai Terminal 1 to Varanasi India in a connected flight via Mumbai on Monday 02 February 2015.
    The hand carry bag my wife had was taken in Mumbai Airport as they stated it will go with baggage and a tag was issued.
    Upon arrival in Varanasi Airport, we received our baggage booked from Dubai but the hand carry was not arrive from Mumbai to Varanasi.
    We have all our valuable things and documents in this hand carry bag.
    Kindly see below flight and passenger details for your reference and look into the matter.

    Travel Date : 02-03 Feb 2015
    Flight No : Al984 / Al 695
    Origin : DXB
    Destination : VNS
    Ticket No : 098-[protected] & 098-[protected]
    PNR.# : JFCR8

    Note. just i attached the Bags picture for your more information, place of red missing bag is Black and another one Sky Blue with black but missing one complete sky Blue. today is 6 day from the day of missing.

    Your quick action in this regards will be highly appreciated.

    Yours Faithfully
    Jabir Ali
    Al Yousuf Motors Sharjah U.A.E.
    Division : Imports and Logistics
    Tel : +[protected]
    Fax :+[protected]
    Cell :+[protected]
    EMAIL: [email protected]

    0 Votes
  • Sa
    sanjay Singh Solanki Jan 26, 2015
    This comment was posted by
    a verified customer
    Verified customer

    Dear sir,
    I traveled by air India on 11jan 2015 and 12 jan2015. Mumbai-delhi-Dhaka. Booked luggage in Mumbai to Dhaka.but in Dhaka airport I didn't received my luggage, till now 20 days completed, but no response. My ref. No is DACAI12140.

    0 Votes
  • Lo
    lostyafound Nov 05, 2014
    This comment was posted by
    a verified customer
    Verified customer

    lost or found something anywhere in India while traveling
    just log on to
    Ab complaint nahi login kar

    0 Votes
  • Go
    This comment was posted by
    a verified customer
    Verified customer

    KIND ATTN: Since no response or feedback till date even after several Phone calls to the CMD, Chennai; I am helpless and now intend to forward this grievance Email to you all. Why our best Airlines reputation is going down? Air India's recent flash news in TV as well as lots of unanswered Complaints are a painful talk today. Kindly look in to this genuine case and resolve accordingly please.

    NOTE: Where or What is the compensation package for my baggage? My time lost? My inconvenience? My financial costs incurred? Have you got any record of all these happenings kept posted? Air India to settle this lingering issue on all plus humanitarian grounds.

    Loss of Baggage & Compensation
    In the event of damage/loss of baggage, claims willf be settled as per the applicable convention. As per the WARSAW CONVENTION, the compensation is computed at the rate of USD20/- per kg. As per the MONTREAL CONVENTION the compensation is computed to a maximum of (Special Drawing Rights)SDR1000/- per passenger for loss/damage/delay of baggage.

    However, a passenger can benefit from a higher liability limit by making a special declaration at the latest at check-in and by paying a supplementary fee.

    Liability for loss of or damage to baggage on domestic sectors of Air India, is governed by
    Carriage By Air Act 1972' and limited as follows :
    a) to a sum of Rs.450/- per Kg., of baggage checked-in by the passenger.
    b) to a sum of Rs.4, 000/- in respect of objects of which the passenger takes charge himself.

    The Warsaw Convention or the Montreal Convention will be applicable if the domestic travel is in conjunction with an International sector.

    [email protected]
    On Tuesday, August 19, 2014 3:50 PM, Mohammed Haseebullah Khan K. <[email protected]> wrote:

    [email protected]
    On Friday, August 8, 2014 3:10 AM, Mohammed Haseebullah Khan K. <[email protected]> wrote:


    I draw your kind attention, yet another time on the captioned issue and reiterate the following facts:-

    That the two subject Cartons were missed at Chennai Airport on my arrival with family from Dubai on AI 906 on 17/12/2013. Travel was done against E.Ticket Nos. [protected]/64/65 & 66 and RLOC Booking No.[protected] & PNR No.AI ZCGC8/1A YSN55T. My family members including self are frequent fliers of your airline and our Ref Nos. are [protected], [protected], [protected] & [protected].

    That while two of my Cartons were missed, I had by mistake taken a Carton with Tag No.XH 505146 belonging to one Mr.Balapuram Francis, due to similarity in appearance. On 17/12/2013 at 16.00 hrs, when I noticed that the Carton was not mine, I got collapsed & called Customer Service and was advised to report to Baggage Cell and register a Complaint.

    That on 18/12/2013, I visited the Baggage Cell and reported the matter. At that time, there was no information with the Baggage Cell about the Carton of Mr.Balapuram Francis, since no complaint was registered. I informed the Staff that one Carton bearing Tag No. XH 505146 has been taken by me by mistake and they advised me to bring the Carton since the person to whom the Carton belongs may come searching. I was later advised by the Staff to report to Baggage Cell after two days.

    Sir, we had come fully prepared for the Wedding of my Sister, which was solemnised in a month after our arrival at Chennai. All the Wedding purchases made were in the two Cartons and I was in doldrums. I was running short of time and was trying to keep in touch with Baggage Cell, but the Phone was always found busy. It was later that I noticed the Phone kept off the hook to avoid calls.

    That on 20/12/2013, when I reported at the Baggage Cell I was asked to give a written complaint. After doing so, I asked for an acknowledgment and was told to send a mail to the Manager and advised to come again after two days.

    That on 23/12/2013, when I visited the Baggage Cell and enquired about my two Cartons that were missing, I was informed of a Complaint raised by Mr.Balapuram Francis against Tag No. XH 505146 under GRP 0022, 4/81. A Complaint File No. 47411 was registered for Mr.Balapuram Francis, while none was registered for my two Cartons, while I was the first to inform the Baggage Cell of my two missing Cartons and of my having the Carton of Mr.Balapuram Francis. I found this very surprising and when I asked for an acknowledgement of the application which I had submitted on 20/12/2013, a Senior & aged Staff at the Baggage Cell pulled out my application and tore it up in front of my face and I was asked to leave. I was totally dejected.

    That on 24/12/2013, even after yesterday’s embarrassment when I went to the Baggage Cell again, I was asked to hand over the Tags for my two missing Cartons bearing Nos. XH 505584 and XH 505585. I complied vide my letter dated 24/12/2013, copy of which is enclosed.

    That thereafter, I have received no information from Baggage Cell regarding my two missing Cartons and neither is my mail being replied to.

    That the above acts have caused me much humiliation, agony and harassment and am dumbfounded at the treatment meted out to me by an Employee from the National Carrier. While, I have to come to the conclusion that, there is no point in complaining against anyone, I request you to kindly do the needful so that justice is done in my case. In case you are unable to issue necessary instructions to get me speedy justice, then kindly order a VIGILANCE ENQUIRY to find out, what happened to the two missing Cartons and what procedure was followed in the last six months in my case?

    That I am confident your goodself will give me integrity/justice and thus put an end to the harassment and mental agony, I am being put through.

    Thanking you in anticipation.

    Yours faithfully,

    Mohammed Haseebullah Khan K.
    32, Lathuram/Maroof St, Mount Road, Chennai.
    Works at ZABEEL Palace, DIWAN Dubai, UAE.
    Email:[email protected] & [email protected]
    INDIA Cell: +[protected] & Tel: +[protected]

    Dtd: 08th August 2014
    Encl: as above

    0 Votes
  • Ni
    Nish0311 Aug 26, 2014

    Hi everyone,

    Delayed baggage ref no. 19436

    Any update about my baggage. Its been almost a month, I haven't received any update from you people. I am starting my uni very soon & my important project work are inside that baggage. Could you please get back to me asap??????? Or else if its lost then proceed me towards lost baggage compensation claim. I mean you sent me the picture of my baggage but why can't you just deliver it to me???
    Hoping for your positive response.
    Nishan Gurung

    0 Votes
  • An
    Anjum Abdulkhader Jun 08, 2014
    This comment was posted by
    a verified customer
    Verified customer

    We, a family of 6 passengers including a wheelchair bound traveled on full fare executive class on AI 920 connecting to AI 965 on 06 June 2014 and the lounge was refused as a lady on duty in transiting area assumed that we are upgraded passengers. We had to struggle with the security to go back to clarify the matter and the shock was that the UNPROFESSIONAL lady was reluctant to accept that we are not upgraded passengers till I created scene, which attracted other AI staff. We finally reached the lounge after 2.45 hours from the time of landing of AI 920 Is the way Maharaja Airline treats the Executive class passengers?
    I need a written apology form the lady, who refused to give her name and I am sure AI Management can pick up from the duty roster.

    0 Votes
  • As
    Ashok Kandoi May 25, 2014

    Dear Sir,

    I visited From Air India Express On 17 /May 2014 from Mumbai to Doha. My Check-in Bagged is not found on same flight. After 2 days They delivered my Bagged but I found that lot of Electronic Items Worth QAR 3000 is torn and not able to use it. I try to conduct there department still not body is response to my Call. My Confirmation number:6VX10J.

    Please check the same and give me reimbursement for the same.
    Ashok Kandoi

    0 Votes
  • Ka
    kamalmangatt Dec 30, 2013

    I was a passenger in your flight no: AI 263 from Trivandrum to Maldives . While checking in my luggage worth โ‚น 80000 ( eighty thousand) with tag number [protected] was sent to Maldives in the flight. The hard board box contains dental materials for the use in my clinic in Maldives . But, I could not trace it after reaching Maldives. I contacted the airport officials In Male' but after checking they informed me that it has not reached male' so I request you to take immediate action to trace the same, to handover to me within a weeks time, otherwise I will be forced to take legal action against your airlines.

    0 Votes
  • Su
    SunikumarSamriya Nov 19, 2013
    This comment was posted by
    a verified customer
    Verified customer

    Dear sir,
    I am sunilkumar samriya, passport no:K5277448, boarding pass No:Etk0984337361687c2
    baggage no:[protected] travelled from Jaipur to delli delli to riyadh in AI-611 & AI 925 date:18th November-2013 my baggage ia missed .It's weight is 20 kg.Alredy Ihave given compliant no:14376 in riyadh airport.So I kindly request you to get my baggage as soon as possible.My Mobile number is: 00966-[protected].

    Thanks & Regards
    Sunilkumar Samriya

    0 Votes
  • Sh
    SHEEBSAND Aug 26, 2013
    This comment was posted by
    a verified customer
    Verified customer

    we booked a connecting flight from mumbai to st johns canada through first they forgot to mention that mumbai to delhi sector will be through the domestic sector so should be checked in at the domestic airport in mumbai not the international one. there is a difference of about 10 kms but with mumbai's traffic scene a nightmare. thus begins adreqadful experience. then they refuse to check in for the entire flight as is the case with partner airlines. so My 19 yearold son travelling alone had 2 and a half hour to collect and check in at heathrow. the flight lands at time. but the baggage does not reach. he is now on his way to st johns hopefully his baggage has caught up with him. NEVER FLY AIR INDIA!!! EVEN IF THE TICKET IS FREE..

    0 Votes
  • Ve
    veekay Feb 03, 2013

    Dear Mr. Pankaj Srivastava, Mr. Anup Srivastava, Mr. Govil, and Mr. Kishen,
    This has reference to Booking reference no (PNR): YS195 and Web Reference: AIBE3878407. I had booked a round trip from Delhi to Leh in April 2012 and cancelled it in August 2012. While the cancellation was effected I have not had the miles re credited to my accounts.
    I have been requesting for refund of mileage points both through e-mails and phone.. MOST OF THE TIME the PHONE CALLS ARE UNATTENDED TO! Your data base has a record of all the e mails.
    I have never encountered such dismal service anywhere. I hope this mail to all of you will shame Air India into refunding my points and revamping its service.
    Vijay Krishnamurthy

    0 Votes
  • Al
    Alam Shamshad Dec 23, 2012
    This comment was posted by
    a verified customer
    Verified customer

    Good afternoon,

    With great regret, it is to say that, due to negligence of ( Air India / Indian Air lines ) staff, I lost my baggage, and despite lodging a report to DANATA against this missing, Still could n’t get any information so far. I have important things inside the bag and must get it back.
    While booking my baggage at Patna Airport I had loudly /Clearly asked to the Air India staff that should I have to collect the bag in Delhi or directly to Dubai? The guy who gave me Boarding pass at patna airport, he told me that your luggage is directly booked to dubai, so u need not to collect your baggage in Delhi, it will be get collected by you directly at dubai airport. For reference am attaching Complaint receipt as well as my ticket details for Patna to Delhi and Delhi to Dubai.

    Please do the needful as I have some important office documents and my clothes as well as food items. I had a mobile inside the bag, which is inserted with uae Sim card. When am calling on that number [protected], it’s ringing like india ringing tone, so am 100% sure that my luggage is still in delhi at Delhi Airport. But Air India staff has no time to search it out and by doing so they are showing their poor performance towards their job responsibility. The other man who was coming with me from patna to dubai, had same problem, and we together lodge a complain in DANATA office at dubai airport, where he got a confirmation that his luggage is still there in delhi and it will be received to him today by this evening. Am attaching here with My ticket details and Lodging complaint form for more clarity to take an immediate action by Air India / Indian Airlines.

    Hopefully Staff of Indian Airlines / Air India should do some good work instead of showing their irresponsibility.


    Shamshad Alam
    Project Q.S
    (Commercial Dept.)
    Al Futtaim Carillion (Dubai) LLC
    P.O. Box 1811
    Dubai, UAE
    M +[protected]
    [email protected]

    0 Votes
  • Ba
    babavino Jan 25, 2012


    0 Votes
  • El
    Elizabeth Mangalwadi Nov 08, 2011
    This comment was posted by
    a verified customer
    Verified customer

    Thanks to the delay of Air India flight 672 from Madurai to Mumbai on 19/10/2011 I had to re buy my entire ticket and pay double the amount (Rs 15, 800) the next day to get on a flight just from Mumbai to Indore - a 1 hour flight. My entire ticket on Make my Trip from Madurai to Indore had cost me $161 but now from Mumbai to Indore - a 1 hour flight - I had to pay double that amount almost $350.
    Air India blamed Jet Lite and Make my Trip for this mistake - my PNR IUOSSL

    It was a 5 hour nightmare for me - a senior citizen traveling alone - I had lost my voice and had fever and chills and in that condition I was shuttling with a loaded cart between terminals outside in the heat and humidity trying to get a flight out of Mumbai. I had to spend a night in a seedy hotel (terrifying) and then get back at 4 a.m. to get to my destination where I had commitments and meetings.

    I said I would NEVER fly Air India again. Such is the competency and customer service of Air India. There were no apologies - only blame - blaming MAKE MY TRIP and JET LITE. In the US they would have bent over backward to help.
    Here I was fined heavily for their incompetency.

    0 Votes
  • Sh
    Shamim Ahmad Siddiqi Jan 01, 2011

    I Shamim Ahmad Siddiqi, Non Resident Indian (NRI), holding Indian passport number E8653044, permanent resident of Bairidih Lal Ganj District Azamgarh in State of Uttar Pardesh presently staying in Sultanate of Oman.
    I visited India via Muscat-Delhi-Varanasi schedule was Muscat -Delhi 10th November 2010 and Delhi-Varanasi 11th November 2010, eticket number 058 [protected]. When I reached Delhi Airport on 11th November I didn't get my baggage over there my baggage tag number was B5935287. I complaint to the authorities concern but didn't get any response till date of 1st January 2011.
    Even I completed my vacation and came back to Oman
    so I am requesting to the authorities take immediate action to solve the problem.
    I hope you will do the needful as soon as possible.
    I wish to get the email id and contact number of Director General of Civil Aviation and Minister of Civil Aviation and Airport Authority of India.

    0 Votes
  • An
    andrew pope Dec 31, 2010
    This comment was posted by
    a verified customer
    Verified customer

    ive just returned from nepal where I had a horrendous experience with air india. On arrival there from london, via delhi, my suitcase never arrived (and still hasn't) meaning I was left on a trekking holiday with, erm, no trekking equipment!!! discovered they were losing 160 bags a month via delhi in kathmandu alone. I recieved not one penny or ounce of help from them at any time and was left completely flabbergasted at how unbothered they were by the situation. I seriously want to look into legal proceedings when I return to the U.k. and would appreciate any advice on this.

    1 Votes
  • Ne
    Neha123 Mar 03, 2010

    I wanted to prepone my booking and the sector and was told that I just need to pay the airline charges however, later on I found out that the Singapore country manager had put me on waiting for the wrong sector and would do nothing about it. This is after numerous phone calls and emails to Air India. The end result being nothing is being done to amend their own mistake and I have been asked to call the reservations department and amend it myself.

    Neha Bahl

    0 Votes

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