Indigo Airlines — damage in check in luggage

Same happened with our Director Mr. Nirmal Agarwal. And we received an email from Indigo about voucher of 350*9=3000.

Reply from Shivani Rastogi:-

With reference to your mail we would like to reiterate that as per Conditions of Carriage (“COC”), a case of damaged baggage (such as yours) is governed by the COC of IndiGo. The COC is in the nature of a binding contract between the airline and the passenger who chooses to fly with it. Therefore, every passenger who chooses to fly with IndiGo agrees to be bound by its conditions of carriage. The baggage rules in the COC state that in the case of lost/damaged baggage, IndiGo's liability for any loss or damage to baggage is limited to INR 350 per kg.

In addition to that, as per our records, there was a weight difference of 09 kilo when you reported at arrival. Therefore, in accordance with our COC, we would like to offer you a monetary compensation of INR 3150. We would request you to share your account details to enable us to transfer the said amount through NEFT. This is the best we would be able to offer you in monetary terms.

Please provide us the given below details:

• Account Number
• Scanned Copy of PAN Card
• Account Holder Name
• Bank Name
• Bank address
• IFSC code

In addition to the below mail, we would request you to kindly share the NEFT details of the travelling passenger under PNR - OHJUTK Mr. Nirmal Agarwal.

However, in your case, purely as a customer service gesture, we would like to offer you a travel voucher worth INR 3000 going beyond our conditions of carriage. This can be used for any future reservation for any body and on any sector by simply quoting the below details to our call centre executive at[protected] or by visiting our website www.goindigo.in.

Voucher number :[protected]
Amount : INR 3000
Validity : 31st December 2017 (travel date could for a later period)

Other terms and conditions:

• The voucher is for single usage, meaning the reservation cannot be cancelled and voucher revalidated.
• If partially used for making reservation, the balance amount is forfeited.

Further, since no complaint was raised regarding missing items from the baggage, we would like to mention that any compensation is based on establishment of the extent of damage. As per the agreed terms and conditions of carriage, since our team couldn't examine the baggage we will not be in a position to offer you compensation for missing items.

We thank you for taking time to communicate with us.


Best Regards

Shivangi Rastogi
Customer Relations
InterGlobe Aviation Limited ("IndiGo")
Level 5 Tower D Global Business Park
M G Road Gurgaon Haryana 122002 India
www.goindigo.in