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Air India review: Request for transparency in baggage policies

Shrajan Angie of Chennai, IN

Feb 19, 2024 2:06 am EST

Verified customer

Featured review

Subject: Request for Transparency in Baggage Policies

Dear AirIndia Customer Care,

I hope this message finds you well. My name is Anjanram Atmaram, and I am writing to share my recent experience with AirIndia, which left me feeling both frustrated and disappointed.

On January 17th, 2024, I traveled from Dubai to Chennai on Flight # AI 906 (PNR: SSBNA2). Upon arrival at the airport, I was surprised to learn that my duty-free purchases (two 1-litre bottles of alcohol, three 500g packets of chocolates, and two small bottles of perfume) were included in my baggage allowance. This was in addition to my laptop bag, which weighed 8kgs, including the laptop.

To my dismay, I was charged for 4kgs of excess baggage, amounting to AED 220, which I reluctantly paid. I noticed that many fellow passengers were also caught off guard by this policy, leading to some having to discard items they had purchased for their loved ones.

I understand that each airline has its own set of policies. However, I believe it is crucial to communicate these policies clearly and in advance to passengers. This would allow us to make informed decisions and avoid unpleasant surprises at the airport. For your information, I have not encountered such charges with other airlines.

I kindly request that AirIndia consider providing clearer communication regarding its baggage policies, particularly those concerning duty-free purchases. This small step could significantly enhance the travel experience for your passengers.

Thank you for taking the time to read my message. I look forward to seeing improvements in your service.

Best Regards,

Anjanram Atmaram

Desired outcome: In principle - I want refund of that charges levied for the 3 kgs of duty-free items that I bought.

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