[Resolved]  Indigo Airlines — Checked-in luggage open and stolen of Sun-Glasses worth more than Rs.8000

Address: Hyderabad, Andhra Pradesh

Sir/Madam,

I travelled by Indigo airline from Hyderabad to Mumbai on 20th August 2012 vide 6E 246 departing 7.20 Am from Hyderabad.

I had a checked-in luggage which when i collected at Mumbai airport i found that side zips were opened and my an item of mine Sunglass worth more than Rs.8000 was found missing. Then i realized that my baggage did not have either the security checked-in tag or the plastic locks which the airline deploy for open zips while check-in.

Though Airline contended that i was not supposed to carry valuable items in the checked-in luggage and they cited their non liability clauses they however evaded answer to my basic question of why my checked-in luggage did arrive without the checked-in tag. The sane was discussed with their customer support team at Mumbai airport and they took photograph of the open bag and assured to carry out the investigation and also asked me to complain to their central customer support cell. The following emails responses from their central support cell is appended below which shows complete inadequecies in their follow up procedure/non adherence to their checked-in luggage process which was not followed. If they were confident that they were followed at their end they should address the issue staright owning moral responsibility and compensate for the loss. Instead they are adding more harassment and woes to my already harasses state of mind of being victimized for their employees inefficiencies resulting in deficiency of service.

Communication had with Indigo airline following my complaint on theft/pilferage on my checked-in luggage.

Gmail - RE: Missing of Ray Ban Sun glass from checked-in luggage VKWFBF 146933
Jayakumar Bhavanishankar <[protected]@gmail.com>


RE: Missing of Ray Ban Sun glass from checked-in luggage VKWFBF 146933
3 messages


IndiGo Customer Relations <customer.[protected]@goindigo.in> Fri, Aug 24,
2012 at 11:50 AM
To: "[protected]@gmail.com" <[protected]@gmail.com>

Dear Mr. Bhavanishankar, Thank you for writing to IndiGo. We
acknowledge the receipt of your mail. My colleague Ms. Neha Rohilla
is personally looking into your case and will revert you shortly.
Further, your service request number is 146933. May we request you
to bear in interim.

Best Regards Harish NakraCustomer
RelationsInterGlobe Aviation Limited("IndiGo")Level 2 Tower C Global
Business ParkM G Road Gurgaon Haryana 122002 IndiaF +[protected]
W www.goindigo.in

From: [protected]@gmail.com
[mailto:[protected]@gmail.com]
Sent: 22 August 2012 14:51
To: IndiGo Customer Relations
Subject: Re: Missing of Ray Ban Sun glass from checked-in luggage
VKWFBF 146292 Dear Neha,

Noted contents.

Can anyone explain why even checked in luggage tag was not put on
the luggage by your Hyd airport security?

When I picked up the luggage at Mumbai conveyor belt there was
neither checked-in luggage tag nor the security lock in tag on all
the open zips which was shown to your airport baggage services
personnel.

I can selectively understand that you apply security lock-in tag on
open zips but how come checked-in luggage passed the security
without check identity tag showing my luggage was checked in Hyd to
Mumbai before it was put on the flight.

Assuming my luggage was not loaded in the same flight how Indigo was
going to identify my luggage and cross verify with the tag pasted on
back of my boarding pass before handing over of the luggage to me?
This was clearly a non compliance with respect to any security
process.

Does that mean that if my luggage was picked up by any one even
inadvertently and returned to say
your baggage services dept can you explain how would you accept
first. Of all my claim of missing luggage without the proof of
matching tag in my bag?

So there are so many loop holes or open ended question with respect
to how my checked in luggage was mishandled by indigo and
unfortunately your replies seems not touching any of these aspects
and you wanted to only highlight your non liability clauses. Without
accepting the facts. Also I had shown the open zips and bag handle
open etc and you ground handling staff took photo of that.

In view of above I would like say that there was service level
deficiency and it has nothing to do with my choices.

Please get back to me with solution amicably else I would like to
approach consumer forum/ press to seek redressal of my complaint
with indigo stating deficiency of service.

Thanks

Jayakumar Sent from BlackBerry® on Airtel


From: IndiGo Customer Relations <customer.[protected]@GOINDIGO.IN>
Date: Wed, 22 Aug 2012 07:24:11 +0000
To: Jayakumar Bhavanishankar<[protected]@gmail.com>
Subject: RE: Missing of Ray Ban Sun glass from checked-in luggage VKWFBF 146292
Dear Mr. Bhavanishankar,
Greetings from IndiGo! With reference to your mail,
we sincerely regret the inconvenience caused to you in this regard.
Further, I would like to confirm that seal is used to safeguard the
baggage and is applied on the baggage as per passengers request and
is not followed as a policy. We are therefore concerned to note your
comments about the baggage services. Moreover, we wish to clarify
that the baggage rules in the COC state all medication, valuables
and precious items (cameras, jewellery, money, mobile, electronics,
etc.) and items which are fragile or perishable should be carried in
Cabin Baggage and not in Checked Baggage. IndiGo is not responsible
for these items. However, post investigation done with the help of
the Airport team, I personally assure you that a thorough search has
been made at every possible location; however, we regret to inform
that we have been unable to locate the said item. On receipt of your
complaint, all the loaders were thoroughly frisked and checked
however; they did not establish any pilferage happening with the
said bag.Nevertheless, we have shared your mail as a strong feedback
with the concerned airport teams and with manager security for
further review and to ensure baggage delivery as per the standard
practices. Further, we will continue to search for the missing item,
and if we do locate it, we will promptly return it to you. Once
again, we thank you for sharing your views with us, as it plays a
critical role in enhancing service deliveries and achieve our goal
to exceed customer expectations. Notwithstanding the above
experience, we hope that you would give us another opportunity to
serve you again on board.
Best Regards Neha RohillaCustomer
RelationsInterGlobe Aviation Limited("IndiGo")Level 1 Tower C Global
Business ParkM G Road Gurgaon Haryana 122002 IndiaF +[protected]
W www.goindigo.in

From: Jayakumar Bhavanishankar
[mailto:[protected]@gmail.com]
Sent: Monday, August 20, 2012 9:44 PM
To: IndiGo Customer Relations
Cc: [protected]@gmail.com
Subject: Missing of Ray Ban Sun glass from checked-in luggage VKWFBF
146292

Hello, This has with regard to above subject. Today i
travelled by Indigo flight 6E 247 from Hyderabad to Mumbai (Seat
No.12B) and i found my bag side zips were found to be open when i
picked it up from conveyer belt in Mumbai. While checking I found
that my Ray Ban sun glass worth approx Rs.6000/- was found missing
which was kept on the side pocket. Unfortunately to my surprise i
found none of the zips were sealed as generally done for security as
well as to avoid any of these small thefts. While checking at your
baggage services - service personnel at Mumbai airport the simple
answer to above question was it was being done selectively upon
request by flying guest. I found that this answer was really
unsatisfactory and did not provide any solution. Further she asked
me to send an email registering the compliant formally from end. The
checked - in luggage tag ref: VKWFBF; 6E [protected]; SEQ-0155; I
request Indigo customer relation to take above input seriously,
investigate and provide a solution at the earliest. This is my
humble request as i hold Indigo at my highest esteem that i don't
want to be let down eventually. Look forward to hear from you at the
earliest. Thanks Jayakumar BhavanishankarCell: +[protected]IndiGo
now connects Chennai, Hyderabad & Kochi daily & direct to Dubai
starting August 2012. Also introduces second daily & direct flight
from Delhi to Dubai & Bangkok. Book now @ www.goIndiGo.in
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IndiGo Customer Relations <customer.[protected]@goindigo.in> Mon, Aug 27,
2012 at 4:19 PM
To: "[protected]@gmail.com" <[protected]@gmail.com>

Dear Mr. Jayakumar,
Thank you for writing to IndiGo. With reference
to your email and our telecom, we wish to clarify that the baggage
rules in the COC state all medication, valuables and precious items
(cameras, jewellery, money, mobile, electronics, etc.) and items
which are fragile or perishable should be carried in Cabin Baggage
and not in Checked Baggage. IndiGo is not responsible for these
items. Further, we have shared your mail as a strong feedback with
the concerned airport teams and with manager security for further
review and to ensure baggage delivery as per the standard practices.
However, your case has been reviewed by the senior management and
we would like to conclude that we will not be in a position to offer
any compensation on this. We assure that every possible attempt is
made to ensure that these incidents do not occur in future. Customer
satisfaction is our top priority and we want the service at all
levels to reflect that principle. Once again, we thank you for
taking the time to communicate with us and I assure you of our best
services at all times. In case of any assistance, please feel free
to contact me.

Best Regards Neha RohillaCustomer
RelationsInterGlobe Aviation Limited("IndiGo")Level 1 Tower C Global
Business ParkM G Road Gurgaon Haryana 122002 IndiaF +[protected]
W www.goindigo.in

From: [protected]@gmail.com
[mailto:[protected]@gmail.com]
Sent: Wednesday, August 22, 2012 2:51 PM
To: IndiGo Customer Relations
Subject: Re: Missing of Ray Ban Sun glass from checked-in luggage
VKWFBF 146933[Quoted text hidden]
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Jayakumar Bhavanishankar <[protected]@gmail.com> Tue, Aug 28, 2012 at
3:26 PM
To: IndiGo Customer Relations <customer.[protected]@goindigo.in>
Dear Neha,

As you have referred we did not discuss anything and we have not
been in any agreement with respect to the dispute and your
interpretation of the same.

On the contrary i am very upset that Indigo wasted my time and also
added more harassment to me by the way the communication was from
your end.

Please note that until the issue is settled to my satisfaction i am
not going to rest this matter as i feel rather i have been victimzed
and harassed for chossing to fly by Indigo with your deficiency in
passenger service.

I am very sure that your senior management will not brush this issue
aside and put it under the carpet as it has been made out from your
way of communication.

Unfortunately some one is being protected and an innocent customer
is made to suffer in the hands of some irresponsible employee who
was supposed to follow certain security check-in process for the
checked-in luggage and because of the loop hole available in the
system and customer is made to pay for it instead of fixing the
system/erring employee.

Once the airline accepted the baggage and until it is handed over to
the client/customer it is the responsibility of the airline to
protect the luggage. Your non liability clauses as stated does not
apply here as my complaint has to do with pilfereage/theft which was
a lapse at your end and when i pointed out the flaws you have been
vague/evasive in your reply.

In view of this i am not in agreement with your contention with
respect to my complaint and i wish to interact with some one senior
at your end to discuss the way forward.

Thanks

Jayakumar

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