[Resolved]  GoIndiGo Airlines — Baggage Damage

Address: New Delhi, Delhi

Hi All, We are frequent flyers with Indigo for quite a few years now. Till today we had very good experience and impression about Indigo. This is in reference to the horrible customer service experience that we had today. We took a flight 6E 197 (indigo airlines) from Delhi - Mumbai 14 Nov. And from Mumbai - Mauritius we have our ongoing flight and then to Dubai, and again from Dubai - Kochin - back to Delhi with Indigo again. This was our honeymoon trip and the beginning of the travel itself had spoiled our mood and damaged our Brand New Carlton Bag worth INR 8000 The bag was so badly mishandled that, It is damaged very badly that the clothes kept inside are coming out from that torned area. The moment We noticed the bag is damaged we went to the Indigo Airlines Baggage Desk as suggested by the security officers at the airport. There we were attended by Representative Ms Poonam Dogre EMP I'd - 11285 where she offered us assistance that was of NO use. She offered us a compensation of Rs. 300 and the she said the the best she could do. And This is their policy and they cannot do any better. Now We asked Poonam what Good is the Rs.300 compensation she is giving us..??? . Will it protect our clothes and belongings from not coming out from the bag on our ongoing flights..?? She had no answer for that other than " this is the maximum I can do" Then we asked her if this is your limitation then please let us speak to someone who can actually " Do Something". We then asked her to let us speak to the supervisor or Reporting manager. For which she replied . She is the only reporting in charge and there is no one above her n her department. “ I wonder What kind of Hierarchy Indigo is following in their official staffing where they do not have a supervisor ot Manager to handle the customer when their inefficient and useless airport /bag desk staff are incapable in providing assistance. Then after few minutes of discussion and heat she suddenly did some Miracle “ She then Offered INR 500” Now I wonder what happened to their policy..??? of INR 300. All those statement “ It is our company policy” is just a Crap/..!!! just another way to dissatisfy the customer” Then WE refused to accept the Compensation which was actually of no use. The Bag will not get repaired in INR 1000. Then we asked her to get the bag repaired wor a replacement. Then she said we will get it stitched but we will get the bag tomorrow. We already told her that we have to connect to another flight to Mauritius and there is no way we can wait for the bag till next day. Moreover they will simply get the bag stitched and that will definitely spoil the bag. Finally tired of all these things we decided not to take the compensation of INR 500. And rather decided To write a letter to Indigo. And we got a response offering INR 1000. They Say” they do not compensate for Minor Cuts” Let me make it very clear The CUT was NOT MINOR” It was big enough to drag cloths out of it. We don’t need the compensation just for the heck of it. Either Get the bag replaced or get it repaired with the cloth change or no stitch marks. When we already told her we have our ongoing International flight, Then what is the point saying " you will get the baggage repaired tomorrow" "Pathetic" "Pathetic" "Pathetic" If a Decent Compensation is not provided I will go to the consumer Law and Will go to all Consumer right protection forum and will Sue you guys.