I travelled from Bahrain to Lucknow on the 24th of March on Air India flight No. AI-940 and reached 5 am (25th March) at New Delhi airport after that I have cleared the immigration and collected my check-in luggage and cleared the custom scanning and went to the Air India domestic check-in counter to get a boarding pass for my connecting flight (AI-411 7 am 25th March) from New Delhi to Lucknow and handed over my check-in luggage to the counter again and catch my flight and reached timely at 8.30 am Lucknow Airport.

After 30min long wait near the luggage belt when all the luggage was finished, I tried to find someone who could tell me about my luggage status, so one of the person named (Mishra) tried to contact someone and raised a PIR (copy attached), I have tried to get his contact number to he denied and provide my Air India Lucknow office landline number and told you will come and collect tomorrow.

I have travelled further to reach my native district Basti district and start trying to know the status of my luggage I have called 100times between 25th -26th March but none of them from the air India office picked up my calls. I have tried to get other contact numbers through the Air India customer care number, and they have provided multiple numbers (0[Protected], 0[Protected], 0[Protected], [Protected], [Protected], and 0[Protected]) I have called each number 100times but no one picked my calls. They have provided one mail id for luggage-related issues ( [PROTECTED]@airinida.in) I have sent 17 emails back-to-back but no response received between 25th to even today (21th April’22).

I came back to Lucknow on 26th to catch my return flight scheduled for 27th March from Lucknow to Delhi and from Delhi to Bahrain. I have again tried to call on these numbers the first time someone received from Lucknow airport and said, there may be some security reasons it was dropped off at New Delhi Airport and it will come soon.
On the 27th I reached Lucknow airport air India Office with my PIR and ticket, so they have provided the contact of Mr. Praveen Kumar Mishra someone from Air India and we have discussed this issue. He provided contact someone who is looking for luggage named Imran at Lucknow airport.

Both of them responded on what’s app but I have not received my luggage on that day and I came back to home and arrange some other bags and left home for airport and came back to Bahrain on 27th March 3 pm from Lucknow airport. Finally, my luggage reached my relative who lived in Lucknow on 29th March. The wrapping and tagging all were missing from my luggage and it was scratched a little bit also.

Due to this miss management and carelessness of the Air India department and people, I have missed my financial and property-related work because my documents were in my luggage and some important medicine of my daughter’s also there in my luggage which I have to purchase the markets. Due to unavailability of large size trolley bad I have purchased a new trolley bad and spend unnecessary money on 5000Rs.

I am raising this complaint to provide a penalty of 50000Rs (INR) to me against my financial losses, medical expenses, additional bag purchase, and the mental harassment due to miss management, carelessness, bad and a complete failure of customer care resolution from the entire Air India department.

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