[Resolved] Indigo Airlines — broken suitcase

profkumar

from Kolkata, West Bengal

Apr 9, 2018

Address: Muzaffarpur, Bihar, 842001

I am complaining against indigo airlines.

I travelled from chennai to patna as per following schedule along with my daughters,

Chennai – patna via bengaluru (6e 271/6e 485)
Pnr - t8s7vi
First name – sanjay
Last name - kumar
Date : march 16, 2018

My suitcase was broken by the airlines. When i pointed out, the staff insisted me to accept rs. 300 as repair charge. When i protested, he indirectly threatened by,

1. Refusing to provide certificate that suitcase is damaged
2. Conveying that i will have to go to court without any evidence that it was broken during flight
3. Gave me a sort of alms of rs. 500 (Rupees five hundred) and took my signature on final settlement

I tried to get the suitcase repaired but could not. Not only wheel but also suitcase was broken at the wheel joint point. Electronic gadgets inside were also broken. I am a professor and i have to lift it almost everywhere, which caused physical problems to me.

I am very disappointed and dejected by the behaviour of the staff of indigo airlines. I request you to kindly direct the airlines to properly compensate me.

Kind regards,

Sincerely yours
Prof. Sanjay kumar
B. R. Ambedkar bihar university
Muzaffarpur-842001
Mob: [protected], [protected]

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May 12, 2018

Complaint marked as Resolved

IndiGo customer support has been notified about the posted complaint.

Verified Support

Apr 10, 2018

IndiGo Customer Care's response Hi Sanjay,

We regret the inconvenience caused. 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. However, we investigated this with our team. Since it comes under minor wear & tear, we are unable to take it further.
For more information, kindly refer to the link: http://bit.ly/1Xaz2Ul Clause 10.7 "Collection and delivery of baggage". We look forward to your understanding towards the need of our policy.

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. Please be rest assured that we try our best to assist our passengers in best possible manner.

Regards,
IndiGo Team

Apr 11, 2018

Updated by profkumar Dear Indigo Team,

Your response is not surprising to me. The way you handle passengers is well known to the nation.

The damage was not minor one. Inside electronic gadgets including my video camera was crushed. Suitcase at the point of wheel joint is also broken.

Also let me know what to do when your staff refuses to issue certificate for the broken suitcase and takes my signature on final settlement forcefully?

I am sure that I will not be taking any more flights of INDIGO. But I will pursue it with social media and PMO if not resolved. May be, more like me will come out and you will be compelled to mend your ways.

regards,

Sanjay

Verified Support

Apr 11, 2018

IndiGo Customer Care's response Hi Sanjay,

We regret to hear about your experience. As per policy, all cases of mishandled bag needs to be reported at the destination airport in order to assist the passenger and reported damage has been compensated accordingly at the airport. We would like to inform you that damage inside the baggage was not reported at our arrival customer service desk due to which are unable to take this any further. However, we have taken a due note of your comment on our services and shared your experience with our airport teams to further review and to ensure baggage delivery as per the standard practice.

Regards,
IndiGo Team

May 10, 2018

Updated by profkumar Dear Sir, The damage inside is also reported to the person present. And I asked him to give me a certificate if he cannot compensate for the same. However, he refused to provide such certificate. Then I decided to accept Rs. 500 as damage charge so that I will have proof that the damage was there. You can verify it from the photograph taken at the airport by your staff. Your staff also threatened/challenged me that I cannot do anything to them. If I would not have accepted Rs. 500, you would have even denied that there was any damage. Now I am being offered Rs. two thousand voucher for my next trip along with the rider that the damage was minor and not covered under damage claim. Kindly let me know, if it was not covered, why at all you paid me Rs. 500? And why should I use Indigo in future. I will keep on writing to DGCA, PMO and social platforms until, I am not compensated for the same.

Prof. Sanjay Kumar

Verified Support

May 21, 2018

IndiGo Customer Care's response Hi Sanjay,

We believe that our customer relations team has assisted you in regards to the raised concern. Kindly write to the same email I.D. for further clarification. Please be rest assured that we try our best to assist our passengers in the best possible manner.

Regards,
IndiGo Team

May 21, 2018

Updated by profkumar Dear Sir,

Your customer relation has further offerred me a coupan of Rs. two thousand, which can be redeemed against another flight ticket. Having such a bad experience, I don`t know, why should I travel by Indigo again!!!

I am really shocked. The least you could have done is to compensate by reimbursing the flight ticket or replace my new broken suitcase (if I forget the damages inside).

I am looking forward to your response. After that I will resort to another remedial measures.

kind regards,

Sanjay