Mangaluru, Sep 10, 2016: This is a frustrated customer trying to get an ear to listen to his woes and publish it in the media so that the public knows how big a cheater Air India Express is.
Air India Express authorities on purpose off load baggage with out informing the customer. Apparently this has been happening for the past 5 days as Air India Express officials chose to take a decision of offloading some baggage to accommodate the earlier day’s baggage which was not sent with the passengers. The first day’s incident could be considered as something not within the control of the airlines (not sure though of the cause of this), however the decision to continue deliberately manipulating with the clients’ bags on the subsequent days showed the height of irresponsibility of the officials. It also definitely demonstrated how the airlines instead of resolving the problem decided to play with the baggage of the other clients’ as well deliberately without informing them in advance, whereas in reality they should have taken the consents of the client if they knew in advance they were going to offload their baggage.
To add to all this frustrations the local authorities did not respond to the affected customers, they did not answer the phones, which they should have as the entire airport knew this was happening for the past 3 days.
The regional operations in charge Abin George did not bother answering the call, the Airport Stations Manager Nagesh Shetty also did not answer the call, the Airport Manager Sudhir Bhatt answered the call but insisted he couldn’t come as his mother was sick and finally Assistant Duty Manager Sunit Bhatt couldn’t turn up before 9:00 AM. If this was the response from the responsible people, it was not a surprise that the senior Officer, Station co-ordinator and the Senior Supervisor did nothing but kept on talking in circles and calling their bosses and raising their hands saying there is nothing they could do and compensating for people stranded even without a clean pair of undergarments was not within their policy as they were budget airlines and were not rich to pay their customers who were suffering because of their action.
Taking out the luggage of some people without their knowledge and permission was in their control but compensating people suffering because of their acts which was pure cheating was not in their control.
This is a mail sent by an affected customer of Air India Express by force (nobody would choose this airlines if there was a choice), who is waiting at the Airport to see one responsible person here who could take a sensible call to resolve this issue. While we are writing this mail, the Assistant Duty Manager comes to check on us but again we come to understand he cannot take any decision as these decisions have been taken by the Higher Management and for any compensation he needs to go back to the same Higher Management, who as we know have been so responsible.
Now the question to be answered is not how Air India Express would tackle this issue but whether Air India Express should even be allowed to operate? The pity was that when they knew they had problems with the luggage and we’re not even able to bring all the luggage that wa within the allowed limits, they were even letting people in with excess luggage and charging them for the same.
And to dream that our country is changing and progressing!
A very frustrated customer, who never had faith in Air India but now has losing faith on India. If people in decision making seats demonstrated such irresponsible non customer-centric behaviour the dream of a positive change in India will always remain a dream.