On 18th Jan we travelled from Goa to Mumbai and then on to London. Upon arriving at Heathrow Airport, we waited for an hour for our luggage to arrive found that one of the bags was damaged, handles, wheels etc, were beyond repair. We went to report the damage at the Arrivals Desk at Terminal 2 but there was no one from Air India and a man gave us a piece of paper to report to Air India by email and phone. When we rang the phone number given nobody answered. We tried daily for 7 days and sent emails as well - all without any response.
Eventually we went to Heathow Terminal 2 where there is a dedicated phone number for damaged/missing luggage is situated - again no one answered. We were then directed by BAA to go to the Booking Office floor above and reported the issue. The lady put us through to the luggage department and asked them why no one was responding to calls and emails. We were then told to send photos and bill for the damaged bag and they would respond. After 10 days they responded with "we do not pay for damaged luggage". Emails were copied to the Manager and even their head office in London with no responses.
The way elderly passengers are treated by Air India is so bad and a journey of 35 miles return was not fruitful. All airlines compensate passengers whose bags/luggage are damaged but not Air India. It is now one month and still there is no response from the Manager or Head Office in this regard.
Passengers should be made aware that Air India do not pay for damaged luggage. They should have staff at their complaints desk to report to, which is never manned .What a service by them with a plane full of people. There was also no apology from them for the delayed/damaged luggage - this is Air India. This is the treatment you get from supporting India’s National Airline.
Rajani Family
Ruislip, Middlesex
