Indigo Airlines — damage to check in baggage

My name is Dr. Chiranjeevi Reddy Bilipelli. I flew on indigo flight 6E 6913, PNR - PJJ79B, from Hyderabad to Goa on 7th of Aug at 9:10 pm, booked through Expedia .I found it as convenient flight for my onward flight to Manchester the following day (8th) early hours of 4am but it turned out to be a total disaster and big mistake.

When I reached the Indigo check in counter in Hyderabad they said my check in baggage was overweight by few Kgs (22Kg) and charged me Rs 1100 even though I tried to explain them about my onward international Flight.I paid the amount and they checked in my bag. Flight departed as scheduled and I landed in Goa on time.

I disembarked the flight and went to collect my checked in baggage . After waiting some time at carousel one of the Indigo staff came to me and took my boarding pass and told me that my checked in baggage was damaged. She told me that I checked in damaged baggage with flyer completely off the line and staff forgot to take a signature. It took a while for me to actually believe that she was serious about what she said. I dont know how she was expecting me to believe that, common how is that even possible. when I checked in, baggage was in perfect condition. They moved the bag up and down while weighing and checking in, nothing was wrong, zipper was in perfect condition (you can check the CC footage).It was a $150, new Samsonite bag.

After sometime two guys brought the baggage wrapped improperly, exposing contents. When I checked the bag the two flyers of the zipper are completely off the zipper chains and were kept inside bag. When I asked her how could I or anyone check in a bag in that condition, she had no answer. I asked her to either fix the bag or replace it as I had to flew onward with in a few hours. She said she couldn't do either of them but as per company policy she would pay me Rs 500 and she asked me to check if any thing missing.Later she checked the weight and said it matches the weight in records 22kg.

When I started demanding for proper solution she called the incharge ( Miss. Nimisha Valsin). Atleast she admitted it was damage that occurred somewhere during handling and transfer. But She said she could do nothing about it, she could neither replace the bag nor fix it but would pay me Rs 500 for the zipper.She said Indigo couldn't do anything Even though it was a clear mistake and improper handling of baggage.

When I demanded further she called her superior or customer care, she spoke with him for 10 or 15 min and passed it to me. Unfortunatly he was also saying the same thing again and again, Rs 500 compensation or nothing ( you should hear the conversation if you have recorded it)

I don't know what they are expecting me to do with that very generous amount, considering my situation and onward Flight. It was a total unacceptable careless attitude towards passenger as no one was even thinking for an alternative or a solution or care about passenger.

After I demanded further and further the incharge lady Miss Valsin came up with a second best solution (after initial generous Rs500). She said she would call some of her staff to fix it but could not guarantee that it would be any good . I was forced to accept and take a chance as i had no other option, in that limited hours of time. Somehow they managed to put the flyer in position (at the expense of further damage) and wrapped the bag.

When I reached my hotel the following day in Manchester, after a couple of times of opening and closing the zipper stopped working. Both the zipper chains and flyers are damaged from the way they handled the other day. I had to go out and purchase another baggage in my busy schedule.

I still cannot understand whether it's company policy or lack of training to the staff in handling the situations. How can anyone would talk about Rs 500 compensation in that situatuation. I still cannot understand what kind of policy is it. You have to think about the solution and fixing problem or damage you caused either by replacing bag or fixing the bag properly.

If you really care about customer i demand proper explanation for the conduct of the staff and total compensation, the full value of the bag $150 or Rs 10, 000. And my sincere advice to you is that never ever behave or treat any passenger like that.We are all paying alot of money for the so called service.