[Resolved]  Indigo Airlines — damaged vip suitcase

Address: 122002

Website: consumer complaints forum

Dear sir,

With deep regret ian writing this mail to you as till date i have never come to you though i fly frequently by your career from chennai to guwahati/ mumbai - guwahati and each time as a corporate client invariably use your direct flight. Brief history on my flight history would clear my frequent flier status in indigo airlines.

In most of these travels i did have some issues on my checked in luggage be it vip suitcase or airbag. I never took those things to you as i thought such simple defects are possible if due care is not exercised by personnel employed to do that. But things went overboard on 10 mar 2018 during my guwahati - chennai flight wherein my suitcase corner area completely dented with logo plate also got lost in transit. (Ticket number : phk 85n / luggage tag number [protected] of 10 mar 2018 by gau 6e136 maa indigo flight)

I promptly took up the issue with indigo ground staff personnel at chennai airport by name mr muthu who took up the issue promptly by referring to local vendor. I did tell him that such dents are irreversible as it is in corner area which when attempted may crack and would give totally paste like appearance due to heat developed in the process effectively reducing its usability. But it seems vendor took that and result is worse than what was envisaged by me.in addition the logo plate they put hardly speaks of quality in service. This is after more than 25 days of tracking, during which period i travelled more than 3 times. When indigo assured me needful will be done within 24 hours, i never knew it would take 26 days only to get such defectuve piece back which i can hardly use. Is this the quality commitment and service response by indigo?

Iam sure even indigo would not have liked this scenario. As a master of fact mr muthu suggested me to take up with you sir as heart of heart he possibly convinced that repair attempted effectively made suitcase unsuitable for further use knot to speak of easthetic appeal. The repair in effect introduces more dent around corner now and uneveness. Iam sure indigo, known for its brand value would atleast correct the injustice done and provide suitable remedy at the earliest by replacement of defective one with new one. Iam sure for a client who uses your flight repeatedly this is minimum you can do. Even at the time of writing this mail iam at chennai airport waiting to catch indigo flight to jaipur6e548 with pnr s71gvb. This being case, iam sure, replacement of defective repaired one with suitable new one would go a long way in ensuring customer delight and loyalty.

Based on the airport rep. Mr muthu, the complaint was made to customer care on 05 apr and again on 27 apr. Ima yet to get response from customer care. Hope some solution emerges atleast afer this.