[Resolved] Indigo Airlines — provided wrong information about pre-baggage purchased by indigo personnel and website

Vasanti Sundaram

from Bengaluru, Karnataka

May 28, 2018

Address: 560095

Website: goindigo.in

Traveled from dubai to bangalore 27 may. I confirmed with indigo ([protected]) that i had purchased 15 kilos excess and the personnel confirmed the same for dubai-blore leg. My account on indigo website also stated i had purchased 5 + 10 kilos excess. But at the dubai airport, i was charged for 5 kilos extra aed340. Called indigo on thursday 6.07 pm.

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Jun 29, 2018

Complaint marked as Resolved

IndiGo customer support has been notified about the posted complaint.

May 28, 2018

Updated by Vasanti Sundaram Apparently Indigo does not allow pre-purchase of 15 kilos. Only 10 kilos are allowed and the remaining needs to be paid per kilo basis. If i had been told this by the indigo personnel during my call, I would not have packed 5 kilos extra. Also the website provided misleading information that seemed to confirm I could carry 15 kilos extra on Dubai-Blore leg. I have been a frequent Indigo flyer and I am very disappointed that wrong information provided to me cost me a high price.

Verified Support

May 29, 2018

IndiGo Customer Care's response Hi Vasanti,

Thank you for reaching out to us. We would like to inform you that prepaid excess baggage of 5kg is purchased for Bengaluru to Dubai flight and 10 kg is purchased for Dubai to Bengaluru flight individually. Based on our records, you were carrying 45 kg of total check-in baggage for Dubai to Bengaluru flight. Therefore, our staff have charged for the excess 5 kg of baggage at the rate of 60 AED per kilogram. However, we request you to share the screenshot of 15 kg prepaid excess baggage purchased for flight Dubai to Bengaluru so we may take it further with the concerned department.

Regards,
IndiGo Team