Indigo Airlines — Airport Baggage Handling

Address:

Bangalore, Karnataka, 560066

I took a flight today morning - 16 Nov 2015 - Kolkata to Bangalore - 6E 379. When i received my checked-in baggage at Bangalore Airport - I found that my Suitcase (fabric suitcase) is tron on 2 corners and the lock is completely broken + the suitcase came up a bit wet. This is completely unacceptable - My suitcase is now completely useless - I still have the lock and the suitcase - the corners were ripped and the lock - strong metal lock is broken - it seems my suitcase was so badly pressurized/rubbed - on that it got ripped. I have the suitcase and the lock - so I have complete proof. What is Indigo willing to do about this? My suitcase is practically weakened - I cannot use it - it might tear off - in the next use. Please respond back ASAP - as this is a major issue in the way Indigo Handled my Baggage - I may have to put a Consumer Complaint if Indigo does not take a necessary step. After my complaint to the portal in IndiGo website - I got this reply: Dear Ms. Lodh, Thank you for writing to IndiGo! With reference to your mail, we regret for any inconvenience caused to you in this regard. Our endeavour has always been to deliver bag at the destination in good condition. We are therefore concerned to note your comments about the baggage services. However, as per our Conditions of Carriage, which is a binding agreement agreed upon at the time of making the reservation: Acceptance of Baggage by the Customers without complaint at the time of delivery, is prima facie evidence that the Baggage has been delivered in good condition and in accordance with the contract of carriage. A customer who leaves the baggage delivery area without reporting a bag as missing or damaged to an IndiGo representative will be deemed to have received his/her bag correctly and in good condition. As there was no complaint raised on arrival, we are unable to initiate any formal considerations in this regard. Nevertheless, we have shared your mail as a strong feedback with the concerned airport teams for further review and to ensure baggage delivery as per the standard practices. We thank you for sharing your views with us, as it plays a critical role in enhancing quality of our customer service and achieve our goal to exceed customer expectations. Notwithstanding this experience, I hope that we shall be given another opportunity to showcase you a product and service that we are proud to offer. In case of any further assistance, please feel free to write to me. Once again we thank you for your mail, and taking time to communicate with us. Best Regards Tanushree Sengupta Customer Relations InterGlobe Aviation Limited("IndiGo") Level 5 Tower D Global Business Park M G Road Gurgaon Haryana 122002 India www.goindigo.in ========================================================== So IndiGo did not accept the fault at all. This is unacceptable as even after the damage caused by very shoddy baggage handling - there is no resolution - not even an acceptance of the issue. I request to look into the matter and let me know the steps taken for this.