| Complaint filed by | |
| Complaint filed on | May 15th, 2024 |
| Complaint filed against | Air Uzbek |
- Text of Complaint by Vaishnavi Bargal
I am writing to file a formal complaint regarding the unprofessional and unsatisfactory handling of my baggage damage claim by the Mumbai airport staff.
I arrived at Mumbai airport on May 7th on Air Uzbek flight from Tashkent. Upon retrieving my baggage, I discovered it was completely damaged and unlocked. The airport staff promptly assisted me in filling out a Property Irregularity Form (PIR) and took photos of the damaged baggage. They assured me that a repair service representative would contact me within 2-3 days.
However, this promise was not fulfilled. After several days with no contact, I attempted to reach the provided phone number multiple times. Initially, my calls were unanswered, but eventually, I managed to get through and was given another number to call. The staff at this second number assured me they would check the details and call me back, but I received no further communication.
Over the following days, I made persistent efforts to contact the staff, calling between 10-25 times each day, often without any response. When I finally managed to speak to someone, she requested that I send the receipt of my baggage via email, promising further assistance. Despite complying with this request, I continued to face unresponsiveness and lack of follow-up.
Today, after another attempt to resolve this issue, I was informed that nothing could be done about my complaint. The staff member acknowledged that the initial staff member was new and unfamiliar with the policy, but this does not excuse the lack of professionalism and accountability shown throughout this entire process.
I am extremely dissatisfied with the way my case has been handled and the consistent lack of communication and follow-through. This experience has caused me significant inconvenience and frustration. Therefore, I am requesting a thorough investigation into this matter and appropriate action to be taken against the staff involved.
Please acknowledge receipt of this complaint and inform me of the steps being taken to address this issue. I look forward to your prompt response and resolution.
Flight no. : HY427
Ticket no. : 250 2108972084
