[Resolved]  Indigo Airlines — excess baggage pre booking - misinformation and misguidance to charge more

Address: New Delhi, Delhi, 110037

Website: goindigo.in

Respected Sir,
I am currently going through this situation and i ll greatly appreciate any response.

I and my family in India have great respect for Indigo, But i regret to say that Indigo customer care has given me a hard time in the past few hours. I question our loyalty to indigo.

I made three calls to confirm that i can add the international package for 1500 rs to my connecting indigo flight on April 28, 2018 at 6.35 am from new delhi to lucknow(PNR: FBU73M). I was never clearly told that 24 hours before, the international baggage excess cannot be added. All the time agents asked me to go to the website and told me that it can be added 6 hrs before departure. I tried to add the bagge 23 hours before the flight unaware of this and it did not allow me. I made a call to customer care, they said they could see the two calls i made the previous day and that the will make a requst for another team to review the phone call and get back to me. 6 hrs later, no phone call. I called them again and this time they are telling me that they are not able to pull the recordings for that number i called from( agent Sneha from Pune call center). I asked her to transfer me to supervisor or manager, she was giving reasons not to and finally when she transfrerred kept me waiting for hours. She told me they need another 2 hours to check that phone no.

We still have 8 hours to this flight tomorrow morning. My wife and infant kid are travelling alone and they dont have excess cash with them. With a kid, she will face lot of problems to transfer items into 7 kg hand baggages. Inorder to not go through this trouble i wanted to buy 30 kg excess baggage at 1500 rs. Now they are trying to apply domestic charges that can go upto 10, 000 rs. The call center is delaying my online booking even further, in a couple of hours, the 6hour option for domestic charge will also expire and they will charge even higher rate. I trusted these people and added lot of excess baggage which we could have avoided. Knowing this would happen i called up Indigo two days before flight, but they never gave me a clear idea this would happen.

We still; have 8 hours for this flight. I will greatly appreciate if you can intervene and make this easy for us. You ca reach me at che.[protected]@gmail.com . I have emailed your comlaint service on your website as well.