[Resolved] Indigo Airlines — bag torn in check-in luggage also no proper service given

Tulika Majumder

from Kolkata, West Bengal

Feb 14, 2018

Address: Kolkata, West Bengal

My bag was torn totally in chck-in luggage of flight delhi to kolkata (6e-693)

Firstly my actual flight got cancelled and this flight was scheduled after 3 and a half hours.
Secondly, my bag was torn totally in check in luggage
Thirdly, when i had complaint in the airport arrival section... They made me wait for 3hours and gave a compensation of only rs500 for all the damages.

Ps: poulami mukherjee, a service desk employee is damn adamant and asked me to wait for 15mins to just get the complaint form but never turned up.
I had to complain to the cisf team after waiting for two and a half hours and then someone assisted.
Very disappointed with the service and compensation

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Mar 30, 2018

Complaint marked as Resolved

IndiGo customer support has been notified about the posted complaint.

Verified Support

Feb 14, 2018

IndiGo Customer Care's response Hi Tulika,

This shouldn’t have happened. We would investigate the same from our end and get back to you at earliest.

Regards,
IndiGo Team

Verified Support

Feb 27, 2018

IndiGo Customer Care's response Hi Tulika,

We were concerned to note your experience during your journey with us on 6E-693 from Delhi to Kolkata on 13th February 2018, and understand that a piece of baggage was reported to have been damaged.

Our endeavor has always been to deliver all passenger baggage at the destination in a good condition and would like to apologize for your experience.

We would like to confirm that as per IndiGo’s Conditions of Carriage (“COC”), the damage reported by you is categorized as minor wear and tear of a baggage and purely as a step to restore your faith on our services compensation of INR 500 has been already paid by our airport staff.

Further, we would like to inform you that we have cascaded your feedback concerning this incident with our airport teams to ensure the non-occurrence of incidents such as this. We'd like to add that whenever complaints from our passengers such as you are received, stern internal action is initiated on the enhancement of our services. This may range from briefing the concerned staff to putting them under strict supervision. Please be rest assured that we try our best to assist our passengers in the best possible manner.
In case any further assistance is required, please feel free to contact us.

Regards,
IndiGo Team