[Resolved] Indigo Airlines — Checked-in luggage open and stolen of Sun-Glasses worth more than Rs.8000 | |||
Sir/Madam, I travelled by Indigo airline from Hyderabad to Mumbai on 20th August 2012 vide 6E 246 departing 7.20 Am from Hyderabad. I had a checked-in luggage which when i collected at Mumbai airport i found that side zips were opened and my an item of mine Sunglass worth more than Rs.8000 was found missing. Then i realized that my baggage did not have either the security checked-in tag or the plastic locks which the airline deploy for open zips while check-in. Though Airline contended that i was not supposed to carry valuable items in the checked-in luggage and they cited their non liability clauses they however evaded answer to my basic question of why my checked-in luggage did arrive without the checked-in tag. The sane was discussed with their customer support team at Mumbai airport and they took photograph of the open bag and assured to carry out the investigation and also asked me to complain to their central customer support cell. The following emails responses from their central support cell is appended below which shows complete inadequecies in their follow up procedure/non adherence to their checked-in luggage process which was not followed. If they were confident that they were followed at their end they should address the issue staright owning moral responsibility and compensate for the loss. Instead they are adding more harassment and woes to my already harasses state of mind of being victimized for their employees inefficiencies resulting in deficiency of service. Communication had with Indigo airline following my complaint on theft/pilferage on my checked-in luggage. Gmail - RE: Missing of Ray Ban Sun glass from checked-in luggage VKWFBF 146933 Jayakumar Bhavanishankar <[protected]@gmail.com> RE: Missing of Ray Ban Sun glass from checked-in luggage VKWFBF 146933 3 messages IndiGo Customer Relations <customer.[protected]@goindigo.in> Fri, Aug 24, 2012 at 11:50 AM To: "[protected]@gmail.com" <[protected]@gmail.com> Dear Mr. Bhavanishankar, Thank you for writing to IndiGo. We acknowledge the receipt of your mail. My colleague Ms. Neha Rohilla is personally looking into your case and will revert you shortly. Further, your service request number is 146933. May we request you to bear in interim. Best Regards Harish NakraCustomer RelationsInterGlobe Aviation Limited("IndiGo")Level 2 Tower C Global Business ParkM G Road Gurgaon Haryana 122002 IndiaF +[protected] W www.goindigo.in From: [protected]@gmail.com [mailto:[protected]@gmail.com] Sent: 22 August 2012 14:51 To: IndiGo Customer Relations Subject: Re: Missing of Ray Ban Sun glass from checked-in luggage VKWFBF 146292 Dear Neha, Noted contents. Can anyone explain why even checked in luggage tag was not put on the luggage by your Hyd airport security? When I picked up the luggage at Mumbai conveyor belt there was neither checked-in luggage tag nor the security lock in tag on all the open zips which was shown to your airport baggage services personnel. I can selectively understand that you apply security lock-in tag on open zips but how come checked-in luggage passed the security without check identity tag showing my luggage was checked in Hyd to Mumbai before it was put on the flight. Assuming my luggage was not loaded in the same flight how Indigo was going to identify my luggage and cross verify with the tag pasted on back of my boarding pass before handing over of the luggage to me? This was clearly a non compliance with respect to any security process. Does that mean that if my luggage was picked up by any one even inadvertently and returned to say your baggage services dept can you explain how would you accept first. Of all my claim of missing luggage without the proof of matching tag in my bag? So there are so many loop holes or open ended question with respect to how my checked in luggage was mishandled by indigo and unfortunately your replies seems not touching any of these aspects and you wanted to only highlight your non liability clauses. Without accepting the facts. Also I had shown the open zips and bag handle open etc and you ground handling staff took photo of that. In view of above I would like say that there was service level deficiency and it has nothing to do with my choices. Please get back to me with solution amicably else I would like to approach consumer forum/ press to seek redressal of my complaint with indigo stating deficiency of service. Thanks Jayakumar Sent from BlackBerry® on Airtel From: IndiGo Customer Relations <customer.[protected]@GOINDIGO.IN> Date: Wed, 22 Aug 2012 07:24:11 +0000 To: Jayakumar Bhavanishankar<[protected]@gmail.com> Subject: RE: Missing of Ray Ban Sun glass from checked-in luggage VKWFBF 146292 Dear Mr. Bhavanishankar, Greetings from IndiGo! With reference to your mail, we sincerely regret the inconvenience caused to you in this regard. Further, I would like to confirm that seal is used to safeguard the baggage and is applied on the baggage as per passengers request and is not followed as a policy. We are therefore concerned to note your comments about the baggage services. Moreover, we wish to clarify that the baggage rules in the COC state all medication, valuables and precious items (cameras, jewellery, money, mobile, electronics, etc.) and items which are fragile or perishable should be carried in Cabin Baggage and not in Checked Baggage. IndiGo is not responsible for these items. However, post investigation done with the help of the Airport team, I personally assure you that a thorough search has been made at every possible location; however, we regret to inform that we have been unable to locate the said item. On receipt of your complaint, all the loaders were thoroughly frisked and checked however; they did not establish any pilferage happening with the said bag.Nevertheless, we have shared your mail as a strong feedback with the concerned airport teams and with manager security for further review and to ensure baggage delivery as per the standard practices. Further, we will continue to search for the missing item, and if we do locate it, we will promptly return it to you. Once again, we thank you for sharing your views with us, as it plays a critical role in enhancing service deliveries and achieve our goal to exceed customer expectations. Notwithstanding the above experience, we hope that you would give us another opportunity to serve you again on board. Best Regards Neha RohillaCustomer RelationsInterGlobe Aviation Limited("IndiGo")Level 1 Tower C Global Business ParkM G Road Gurgaon Haryana 122002 IndiaF +[protected] W www.goindigo.in From: Jayakumar Bhavanishankar [mailto:[protected]@gmail.com] Sent: Monday, August 20, 2012 9:44 PM To: IndiGo Customer Relations Cc: [protected]@gmail.com Subject: Missing of Ray Ban Sun glass from checked-in luggage VKWFBF 146292 Hello, This has with regard to above subject. Today i travelled by Indigo flight 6E 247 from Hyderabad to Mumbai (Seat No.12B) and i found my bag side zips were found to be open when i picked it up from conveyer belt in Mumbai. While checking I found that my Ray Ban sun glass worth approx Rs.6000/- was found missing which was kept on the side pocket. Unfortunately to my surprise i found none of the zips were sealed as generally done for security as well as to avoid any of these small thefts. While checking at your baggage services - service personnel at Mumbai airport the simple answer to above question was it was being done selectively upon request by flying guest. I found that this answer was really unsatisfactory and did not provide any solution. Further she asked me to send an email registering the compliant formally from end. The checked - in luggage tag ref: VKWFBF; 6E [protected]; SEQ-0155; I request Indigo customer relation to take above input seriously, investigate and provide a solution at the earliest. This is my humble request as i hold Indigo at my highest esteem that i don't want to be let down eventually. Look forward to hear from you at the earliest. Thanks Jayakumar BhavanishankarCell: +[protected]IndiGo now connects Chennai, Hyderabad & Kochi daily & direct to Dubai starting August 2012. Also introduces second daily & direct flight from Delhi to Dubai & Bangkok. Book now @ www.goIndiGo.in ____________________________________________________________CONFIDENTIALITY NOTICE & DISCLAIMERThe contents of this e-mail are confidential to the ordinary user of the e-mail address to which it was addressed and may also be privileged. If you are not the addressee of this e-mail you may not copy, forward, disclose or otherwise use it or any part of it in any form whatsoever. If you have received this e-mail in error please e-mail the sender by replying to this message. The recipient should check this email and any attachments for the presence of viruses. InterGlobe accepts no liability for any damage caused by any virus transmitted by this email.IndiGo now connects Chennai, Hyderabad & Kochi daily & direct to Dubai starting August 2012. Also introduces second daily & direct flight from Delhi to Dubai & Bangkok. Book now @ www.goIndiGo.in ____________________________________________________________ CONFIDENTIALITY NOTICE & DISCLAIMER The contents of this e-mail are confidential to the ordinary user of the e-mail address to which it was addressed and may also be privileged. If you are not the addressee of this e-mail you may not copy, forward, disclose or otherwise use it or any part of it in any form whatsoever. If you have received this e-mail in error please e-mail the sender by replying to this message. The recipient should check this email and any attachments for the presence of viruses. InterGlobe accepts no liability for any damage caused by any virus transmitted by this email. IndiGo Customer Relations <customer.[protected]@goindigo.in> Mon, Aug 27, 2012 at 4:19 PM To: "[protected]@gmail.com" <[protected]@gmail.com> Dear Mr. Jayakumar, Thank you for writing to IndiGo. With reference to your email and our telecom, we wish to clarify that the baggage rules in the COC state all medication, valuables and precious items (cameras, jewellery, money, mobile, electronics, etc.) and items which are fragile or perishable should be carried in Cabin Baggage and not in Checked Baggage. IndiGo is not responsible for these items. Further, we have shared your mail as a strong feedback with the concerned airport teams and with manager security for further review and to ensure baggage delivery as per the standard practices. However, your case has been reviewed by the senior management and we would like to conclude that we will not be in a position to offer any compensation on this. We assure that every possible attempt is made to ensure that these incidents do not occur in future. Customer satisfaction is our top priority and we want the service at all levels to reflect that principle. Once again, we thank you for taking the time to communicate with us and I assure you of our best services at all times. In case of any assistance, please feel free to contact me. Best Regards Neha RohillaCustomer RelationsInterGlobe Aviation Limited("IndiGo")Level 1 Tower C Global Business ParkM G Road Gurgaon Haryana 122002 IndiaF +[protected] W www.goindigo.in From: [protected]@gmail.com [mailto:[protected]@gmail.com] Sent: Wednesday, August 22, 2012 2:51 PM To: IndiGo Customer Relations Subject: Re: Missing of Ray Ban Sun glass from checked-in luggage VKWFBF 146933[Quoted text hidden] [Quoted text hidden] Jayakumar Bhavanishankar <[protected]@gmail.com> Tue, Aug 28, 2012 at 3:26 PM To: IndiGo Customer Relations <customer.[protected]@goindigo.in> Dear Neha, As you have referred we did not discuss anything and we have not been in any agreement with respect to the dispute and your interpretation of the same. On the contrary i am very upset that Indigo wasted my time and also added more harassment to me by the way the communication was from your end. Please note that until the issue is settled to my satisfaction i am not going to rest this matter as i feel rather i have been victimzed and harassed for chossing to fly by Indigo with your deficiency in passenger service. I am very sure that your senior management will not brush this issue aside and put it under the carpet as it has been made out from your way of communication. Unfortunately some one is being protected and an innocent customer is made to suffer in the hands of some irresponsible employee who was supposed to follow certain security check-in process for the checked-in luggage and because of the loop hole available in the system and customer is made to pay for it instead of fixing the system/erring employee. Once the airline accepted the baggage and until it is handed over to the client/customer it is the responsibility of the airline to protect the luggage. Your non liability clauses as stated does not apply here as my complaint has to do with pilfereage/theft which was a lapse at your end and when i pointed out the flaws you have been vague/evasive in your reply. In view of this i am not in agreement with your contention with respect to my complaint and i wish to interact with some one senior at your end to discuss the way forward. Thanks Jayakumar [Quoted text hidden] Was this information helpful? | |||
Aug 13, 2020 Complaint marked as Resolved | |||
2 Comments | |||
Comments
Sir/Madam,
I travelled by Indigo airline from Hyderabad to Delhi on 29th January 2014 vide 6E 302 departing 17.20 pm from Hyderabad.
I had a checked-in luggage which I collected at Delhi airport and after reaching home I realized that there was no zip lock and my spectacles are missing.
I need to know that why my bag was not ziplocked and where are my spectacles.
Booking Confirmation : M35BYI
Divya Aneja
Email [protected]@gmail.com
I travelled by Indigo airline from Hyderabad to Delhi on 29th January 2014 vide 6E 302 departing 17.20 pm from Hyderabad.
I had a checked-in luggage which I collected at Delhi airport and after reaching home I realized that there was no zip lock and my spectacles are missing.
I need to know that why my bag was not ziplocked and where are my spectacles.
Booking Confirmation : M35BYI
Divya Aneja
Email [protected]@gmail.com
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Indigo — checked baggage damage four times
I am suffering for this problem fourth time now. I have traveled from bangalore to ahmedabad and same journy in return as well. the first journy was on date 18th June 2010 and return was on 5th July 2010.all the time i travel i carry my luggage and it have my valuable items inside so i always take care to mark them to fragile and also explain indigo guys to take care of the luggage as i have faced problem of damage of my luggage in past.
they ensures me not to make same mistake again and mark sticker of fragile on my checking luggage, but continuously 4 times they damage my luggage and when i ask for the complain and reason for not repeating it. they have only one answer that is "SORRY". and all time they have offered me 50 to 100 Rs. which is not the acceptable answer or amount. as i have to carry the damaged luggage to my home by my self managging it damaged.
I am fed up this time and finally i have wasted my hour to argue with Indigo employee and launch a complain and they have told me that person will come to my place and take my damaged baggage and make it repaired, but since it is 2 days no one came nither any call received.
please help me do something and i know that i am not the only person facing this issue.
my complain number is 20100705/BLR/D/170
Booking confirmation was P3TGEB
Name: Rajiv Mandalia
Email: [protected]@gmail.com
Phone number: [protected]