Air India Express Passenger Criticizes Insufficient Compensation for Luggage Damage on Pune-Bengaluru Flight

A flyer on Pune Bengaluru Air India Express flight shared her plight about harassment she faced as her luggage was damaged during the journey. 

In her complaint she stated, “The incident in question occurred on February 11th, 2024, during Flight No. I51426 from Bangalore to Pune. Since then, I have been in contact with multiple representatives from Air India Express, including Mohammed Idris, Ayushman Kaul, Shilpa, Prakash Kumar, Pavinder Singh, Swati Sahu, Saachi. Each time, I was promised compensation, but the process has been prolonged and inefficient, causing me considerable inconvenience over the past 1.5 months.”

She further stated, “Initially, the airline offered an e-voucher of INR 7,000/- as compensation for the damaged bag. Despite my dissatisfaction with this amount, I agreed to it to avoid extended negotiations. However, on March 5th, 2024, I received an email confirming the credit of INR 7,000/-, but upon checking my account on March 15th, 2024, I discovered that only INR 4,000/- had been credited. Subsequent emails seeking clarification and resolution have gone unanswered.” 

This lack of transparency and failure to honor the agreed compensation amount is unacceptable. I have since requested a higher compensation amount, not out of greed, but to seek a fair resolution based on the actual value of the damaged item and the trouble I have endured due to this issue, she added. 

I urge Air India to review the market price for similar bags, which typically range from INR 10,000 to 15,000/-. The explanation provided by their colleague regarding depreciation in the bag’s value over the years does not justify the reduced compensation. It is evident that the compensation offered does not reflect the actual cost of replacing the damaged item, she mentioned further. 

The handling of this matter has left me deeply dissatisfied and frustrated. I expected better treatment and a more efficient resolution process from a reputable airline like Air India. I urge the airline to improve its customer service responsiveness, properly train staff to handle baggage claims, and ensure that customers are adequately compensated for any damages incurred during their travels, she concluded.