Indian hockey player Rani Rampal on Saturday took to X, formerly Twitter, to share the state of her luggage that had been handled by Air India. Sharing a picture of her broken luggage, she wrote, “Thank you Air India for this wonderful surprise. This is how your staff treat our bags. On my way back from Canada to India this afternoon after landing in Delhi I found my bag broken.”
Responding to her post, Air India apologised for the “inconvenience” and requested her credentials to fix the issue. “Dear Ms. Rampal, we apologize for the inconvenience caused. Please DM us your ticket details, bag tag number, and damage complaint number/DBR copy. We’ll take this up,” the airline wrote.
Following Rampal’s post, several users slammed the airline for poor management of passengers’ luggage. Some even reported facing similar issues in the past.
“Same thing Happened with my Luggage at Goa MOPA Airport @IndiGo6E. Broke the handle, had 2 big holes and various cracks here and sold the bag per KG just 2 days ago,” a user wrote.
“Service of Air India like this only. Few months back I forgot to collect my expensive headphones from Air India flight and immediately reported it through email but no response till date. Worst,” another user said.
Last month, Grammy-winning Indian-American musician Ricky Kej criticised Air India for its poor customer service. In a detailed thread, Kej recounted two recent experiences: one on a flight from Delhi to Bengaluru on September 14 and another from Mumbai to San Francisco on September 20. His first grievance involved the absence of UPI payment options at the check-in counter, while the second focused on what he described as the crew members’ “lack of empathy.”
