Broken unprofessional bag drop services

The bag drop service at Mumbai Airport is fundamentally broken.
We were charged twice for this service and given no clear instructions for baggage pickup. The location is impractical and poorly designed, far from arrivals and departures, with no usable access for taxis or Uber.
Airport staff repeatedly misguided us. Air India staff were unavailable to escort us, while security refused entry without airline staff, trapping us in a loop with no solution. We were forced to move multiple times up and down with a child in arms, turning a simple process into an almost 6-hour ordeal.
This was not an isolated inconvenience but a complete operational failure involving poor design, untrained staff, lack of coordination, and zero accountability.
If Mumbai Airport cannot operate this service safely and coherently, it should be withdrawn immediately. At minimum, this requires refund of double charges, corrective action, and senior-level review.
This experience was unacceptable and demands urgent attention.

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