Lenskart executive alleges Air India Express mistreated her 71-year-old mother; airline responds

A Lenskart executive has accused Air India Express of mistreating her 71-year-old mother, who was travelling alone from Kochi to Bengaluru. She wrote in her post: “- made her sit on the dirty floor and open her luggage - made her leave her purse and walking stick unsupervised at the boarding gate - then made her pay 8,200 in cash - made her walk back to the aircraft.” Lastly, Jain called out Air India Express for the pathetic service and promised that she would not let her mother travel alone again. This is a shout out to tell companies like Air India Express that Indians are done with companies who think they can be lazy, incompetent, arrogant; and still flourish {sic].” Air India Express responds Responding to Aanchal's complaint, Air India Express clarified that her mother had exceeded the airline's baggage limit and was asked to pay accordingly. Upon review, we found that the guest was carrying two pieces of checked baggage, weighing 17 kg, and 17 kg in cabin baggage,” Air India Express commented. Air India Express airline apologised, saying, “Aanchal, we apologise for any inconvenience your mother experienced during her recent interaction with our staff.