I had a very disappointing experience with Air India regarding a GPS device confiscated on flight AI214 (Kathmandu → New Delhi, 22 November). At the boarding gate, the staff clearly assured me that the device could be sent to my home address by postal mail, so I agreed to hand it over.
Later, Air India informed me that postal delivery is “impossible under any circumstances”, leaving me with no way to recover my property since I have no contacts in Nepal.
Despite several emails with Customer Service and the Kathmandu airport team, each department gave me contradictory answers, avoided taking responsibility, and provided no viable solution. I even offered to pay for all shipping costs, but they still refused.
This situation was caused entirely by the incorrect information given by Air India staff, and the airline has shown no willingness to resolve the problem, escalate the case, or acknowledge the mistake.
This level of service, inconsistency, and lack of accountability is unacceptable. I hope Air India improves its communication and customer care to avoid similar issues for future passengers.