Airasia Airline - Air AsiaComplaint extra luggage charge

I writing this mail with utter hope and sense of help from you'll as I am feeling really helpless at this current moment of time.

I had my mother and our domestic help flew from Guwahati to pune via Bangalore on *th Jan **** through Air Asia PNR no DSLTGL and L*M**A.

One is a senior citizen and other is a domestic help and both are uneducated can't read or understand English. On Guwahati airport during checkin they were forced to put their cabin luggage in check-in luggage and were forced to pay for extra baggage of *kgs where in they could have easily carried their cabin bags in cabin both weighing *kg and *.**kg each.

The same was brought to the notice of air Asia pune staff in Pune the moment they landed and the staff agreed that they were wrongly charged and were sold a service which they were not aware of at all and asked us to raise a formal complaint with their nodal office which we did complaint no ********. Since then till date I am doing countious follow ups with the customer service and nodal department via mail but all in vain.

I received a call on **th Jan **** from one of their managers and he said that they owe their fault and will process the refund ASAP I asked him to send a written response and he agreed to it but since **th Jan till date I have been calling them every day to get a written confirmation on the same and no manager has the courtesy to reply my requests.

I am writing this mail with a lot of hope of you'll helping me get my money back and get me a compensation for all the harrasment and mental trouble I have gone through Air Asia customer service.