Airasiadamage to my lcd tv during flight loading / umloading

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a verified customer
Verified customer

I am ronjay chakraborty and am writing this complaint due to mishandling of my new lcd tv that I was carrying from singapore to kolkata via kuala lumpur. *i am writing this complaint more than 2 months after my journey date since I have discovered the damage to my lcd tv only 2 days back*.

Details of my journey are as follows:

Passenger name - ronjay chakraborty, paramita dhar date - february 14, 2012 flight no - ak 702 (Sin - kul) , *ak 1242 (Kul - ccu) * booking no - s94ptw, *ozv9jb*

I had purchased a brand new samsung lcd 32 inch tv from singapore which I was carrying with me to kolkata. I had promptly deposited my tv to the concerned counter for *sticking the 'fragile' sticker on the tv packing. *

After all this, *when I received the tv at kolkata airport, I noticed a big hole in the packing of the tv. * since I had been travelling for close to 10 hours, I did not open the tv case and inspect the tv thoroughly at that time. I just checked the tv from the outside for any damages.

Post this, the tv was kept flat on the ground (Front face up) for the next 2 months in my house. I opened the tv cover for installation on saturday, april 28, 2012. After opening, the tv installation person told me that the lcd screen had been damaged due to a heavy load on the screen*. This has resulted in cracks all over the lcd panel and the entire screen needs to be changed.

This is come as a major shock to me since *the replacement cost of the lcd panel is inr 15, 000 + taxes. I am not in a position to bear such a high cost after purchasing the tv 2 months back.
Clearly the screen has cracked due to luggage being loaded / unloaded on the tv inspite of the 'fragile' sticker. * I do not understand how airasia can allow such a thing to happen since 'fragile' goods are supposed to be handled with extra care.

I am aware that airasia can just ignore the complaint since it is being logged so late. However since the magnitude of the damage is so high, I would request you to consider this complaint and provide suitable compensation.

I am writing this letter due to the good faith that I have on airasia and its services. Hope my faith is repaid.

Thanks & regards,

Ronjay chakraborty

Mob - +91-[protected]

—response from airasia—

Dear ronjay,

Thank you for emailing air asia.

In regards to your e-mail, we regret to learn of your damaged lcd tv and we understand how disappointing it must have been to you. Please allow us to explain our position in this matter.

All fragile items being checked in with us is handled with great care. When you request for the fragile sticker, you'll need to sign what we call "limited release". This means we will accept your item as a fragile baggage and will take much care as possible, but any damage caused to the item will not be covered by us. Your fragile item will not be loaded onto the same hold as other bags, but will be loaded into a separate cargo hold. Guests who wish to check in fragile items must ensure such items are securely packed to avoid damage, breakage or spillage. Additionally, we also recommend guests to purchase travel insurance as well, in case of any damage to the item.
Mr. Ronjay, damage to baggage or contents must be reported to our representative or baggage agent before you leave the airport. This would offer us an opportunity to inspect the damage, raise a report to facilitate your warranty claims with the product manufacturer or claims against the insurance company.

We understand the magnitude of this damage to you and we appreciate the faith you hold in us. Unfortunately, we regret that our liabilities are limited and we will not be able to provide compensation in this matter.

We sincerely hope to have your thoughtful understanding of our position.


Sumathi seelan
Customer care
Airasia berhad
—my response to above email—


Thanks for mailing after taking such a long time. The response from
You is typical of the fly-by-night operators.

I had already mentioned in my first email that I expected such an
Inconsiderate response from airasia. Clearly the tv casing has a hole
Due to unloading on it, that too when the fragile sticker was
Prominently displayed.

Morever had I detected the damage within the airport, I would have
Made the life of your colleagues in kolkata hell. Trust me for being
Considerate for not pressing legal charges on your team.

As a precursory measure, I have already discouraged my acquaintences
From using airasia and its services due to which they have planned
Their vacations with other airlines. Also I am going to post this
Inconsiderate reply on all social media forums. Lets me also see how
Much it hurts when you guys lose revenues.

One of your former customer

Ronjay chakraborty


  • Ex
    exsg Oct 06, 2018

    IMHO, never trust all complaints explicitly, there are a ton of unreasonable customers out there. It's also weird why this guy never took a picture of the so called 'big hole' he found in his packaging.. They have policies there for a reason (if you did had insurance), so please be aware.

    What if this guy actually broke the LCD himself after 2 months due to a personal mishap, and decided to use his flight as an excuse to get it repaired for free?
    Any reasonable person can see why any company wouldn't accept this, there's zero proof + he's threatening them by telling his "acquaintances". Much wow, really mature mate.

    1 Votes
  • Sa
    samjay1 Feb 08, 2015
    This comment was posted by
    a verified customer
    Verified customer

    thanks for the heads up. was planning an air asia flight but will be looking elsewhere given their attitude towards you! we have to stick together as consumers and not let big companies roll over us! my money is going elsewhere.

    2 Votes
  • Ab
    Abhay4878 Sep 03, 2014

    Mr. Chakraborty is a dick for writing this letter and posting it here! Air asia's terms clearly say they will not be held liable for any damage caused. Obviously mistakes happen. You should have purchased the insurance. It is your fault you did not purchase.
    I have used Air Asia several times, and they have been awesome! The only one who is a dick here is you, Mr Chakraborty!

    -1 Votes

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