Air India Express - Unfair Baggage Charges and Lack of Transparency PNR

At the outset, I must convey my dissatisfaction with the check-in process at the airport, particularly concerning the handling of additional baggage charges. The information provided on the website regarding the baggage charges was not clear and left us baffled. We had taken two extra baggages as add-ons during the booking process, and later, to our dismay, we discovered that these charges were for empty baggages, costing an exorbitant fee of *** rupees for each kilogram. Frankly, it is unreasonable to expect passengers to pay for empty baggage and then incur additional charges for its weight.

Had your website been transparent about these policies, I would have opted to pay online or refrained from selecting additional baggage options altogether. Due to the flaws in your website, I was forced to pay $**** for an extra ** kgs, and this experience was further exacerbated by bugs such as page refresh issues and date selection errors during the online payment process.

Adding to our frustration, we were unable to return or leave the extra baggage at home as we had traveled three hours to reach the Amritsar airport. Compounding the situation, my wife is pregnant, and we were accompanied by a child. Given the circumstances, it was not feasible to ask my father-in-law, who recently underwent open-heart surgery, or my mother-in-law, who had knee replacement surgeries on both knees, to make a three-hour journey to the airport.

Considering the considerable hassle, inconvenience, and the additional financial burden imposed on us, I kindly request a refund of **** INR for the charges related to the two extra baggages. It is evident that, under normal circumstances, I would not have opted for these additional baggages had the policies been communicated clearly.

We understand that unexpected situations may arise during travel, but the lack of clarity in your policies and the inconvenience caused during the check-in process have left us deeply dissatisfied. We had to endure a prolonged wait at the check-in counter and had to rush towards the gate as boarding commenced, further detracting from the overall travel experience.

I trust that Air India Express values its customers and will take swift action to address this matter. I am eagerly awaiting your prompt response and resolution to this issue. Should you require any additional information, please do not hesitate to contact me.