Indian Scholar’s Luggage Ordeal Highlights Air India’s Customer Service Failures

Airline mistakes often upset customers, who then share their bad experiences on social media. Recently, an Indian PhD student shared how Air India forgot to put her suitcase on a flight from the US.

This left her with no clothes for a wedding she needed to attend. It’s just one more example of problems people have had with Air India, showing how travelers suffer when airlines mishandle their luggage.

Pooja Kathail, a Computational Biology PhD student at UC Berkeley, took to social media to express her frustration after her suitcase was not loaded on her direct flight from San Francisco to Bangalore.

Despite multiple attempts to contact the airline, it took 36 hours without an estimated delivery of her luggage. Kathail shared her experience on the social media platform X (formerly known as Twitter), detailing her struggle to get in touch with Air India’s customer service, which only compounded her distress as she needed clothes for a wedding.

The viral nature of Kathail’s post prompted a response from Air India. The airline acknowledged the inconvenience and requested her details to follow up with the baggage team.

Despite this engagement, the situation remained unresolved, showcasing the inadequacies in Air India’s handling of customer complaints and luggage issues. The airline’s response, though prompt on social media, did not translate into swift action on the ground, reflecting a gap in their service delivery.

The public reaction to Kathail’s post revealed a broader issue with Air India’s luggage handling. Many users shared similar experiences, indicating a pattern of negligence. Comments ranged from recounting personal tales of missing luggage to criticizing the airline’s overall service quality.

Some users highlighted that this problem is recurrent, pointing out the advantage of direct flights is overshadowed by the inconvenience of delayed or lost luggage. This widespread dissatisfaction suggests systemic issues within Air India’s operational management.

Kathail continued to share updates on X, expressing ongoing frustration as she still had not received any information about her luggage. Air India’s responses remained apologetic but lacked substantive progress, reinforcing the perception of inefficiency.

The situation exemplifies the growing need for airlines to improve their customer service and operational protocols to prevent such recurring problems, as negative experiences continue to tarnish their reputation and drive customers away.