Indigo Airlines — Contradictory baggage rules

Address: Khordha, Odisha, 751015

Website: indigo.in

Dear Sir,

I am Kedarnath Naik from Bhubaneswar. I want to share my plight while travelling from Bhubaneswar to Mumbai on 23 April 2017 through Indigo 6E 631 (PNR-06L8SL) for your immediate interference, failing which I will be forced to take further actions to claim my legitimate demand. My itinerary is provided.

I called up your customer care guys and enquired if I could get any luggage relaxation as I was having international travel from Mumbai within 24 hours. The customer care guys replied that if international travel is within 24 hour, then I could get some relaxation in luggage charges, and that it would be Rs 500 for 8 kg and Rs 750 for 15 kg. I further categorically enquired that if I could pay the same at the check in counter or if I need to pay online before my travel date to be eligible for the discount. And the reply was that it can be done at the check in counter itself. For your reference I had called from the cell number XXXXX78967 around evening time 10:57 PM on 14 March 2017.

However on the date of journey, the check in counter guys straight away denied and didn’t accept the same. On the spot I again called the customer care guys on 24 April around 11:25 AM IST from my mobile number 94371XXXXX and appraised them of the issue. They agreed to the discount and talked to the guys at the check in counter. But still the check in counter guys at Bhubaneswar airport didn’t agree. After a long debate, I was told that this relaxation could be availed if it would be paid online before the journey.

It was really frustrating and not only a financial hassle but also a mental hassle on my part just because all of your agents are not on the same page. I had to end up paying Rs 2000 instead of 750, the discounted charge. I was given wrong information and different information everytime from your agents.

I would request you to please look into the matter seriously and either give me a refund or give me baggage relaxation for my return journey from Mumbai to Bhubaneswar (PNR attached), or a travel voucher for future travels, in order to restrain me from taking a legal stand against your airline.

Thanks,
Kedarnath Naik