Ibibo Group / Goibibo — Baggage Delay and Damage!

Dear Team,

I have just returned from a 2 month International Vacation, part of which was booked through you and I must say, it was a real mess and terrible inconvenience!

I had a very unpleasant and extremely inconvenient experience with my flight.

I had booked flight QR 4791 on 11th May 2022 from Mumbai to Zurich via Doha.

Booking ID : GOFLIMTAND1F3A[protected].

Basis some tie-up between Qatar and Indigo, I was surprised to find myself sitting in an Indigo flight, instead of Qatar Airways, which I paid for!

Needless to say, there is a big difference in the service experience between the two (in flight entertainment/dining to name a few)!

I had a baby stroller, which I was told at the check-in counter, to carry with me till the aircraft gate and hand it over to the flight attendant there. I was given the attached baggage token for the stroller. On reaching Doha, I checked with the flight attendant before alighting, and she assured me that the stroller will be sent by the airlines directly to Zurich and I need not collect it in Doha. I was told that I have to collect it in Zurich directly.

I had a layover of 6 hours at Doha airport. To be on the safe side, I re-checked at the Transfer desk there too and was informed that I need to collect my stroller in Zurich directly.

On arriving in Zurich, to my utter dismay, I was informed that the stroller has not reached Zurich!

I had to waste 3 hours at the airport and missed my pre-booked cab to my hotel. Zurich airport said that the airlines failed to transfer it in Doha and ship to Zurich!

I was asked to collect it from Zurich airport after 2 days, while they make arrangements to get it from Doha.

The reason someone carries a stroller to another country is because it is a necessity when travelling with small children!!

For 2 days, I was restricted in exploring places that I had planned to visit in Zurich as I could not manage with my child without the stroller!
And after 2 days, I had to waste another day travelling back to Zurich airport (4 hours to-and-fro) and then spend another 3 hours at the airport to get through the red-tape involved for such things! And the stroller arrives in a damaged condition! In addition, the expensive cost of travel in Europe when travelling on a 4 hour journey to the airport! Plus the pre-booked cab fare I had to forfeit when i landed in Zurich (mentioned above)!

So 3 whole days of my Europe holiday were wasted just because some staff did not do his/her job!

I want this complaint to be addressed by your senior management, to know how your lapse has been so very inconvenient and irritating! I seek an urgent and favourable response to my complaint, as you have left my family utterly disappointed, irritated and frustrated for the loss of valuable time and money and baggage damage on an international trip!

Regards

Yorick Pereira
Tel No : +91 [protected] / [protected]
Email : [protected]@yahoo.com