Indigo Airlines — Baggage delayed

The complainant booked flight tickets from Mumbai (BOM) to Durgapur (RDP) for 3rd December 2025 with IndiGo Airlines. A total of 8 tickets were booked for close family members, as the complainant’s wedding was scheduled on 5th December 2025 in Asansol, and she was required to reach in advance for pre-wedding festivities. Registered contact details: Phone number: +91 [protected] Email ID: [protected]@gmail.com Flight details: PNR: HYLQ6E Scheduled departure time: 07:35 AM The flight was cancelled after the luggage check-in window had already opened. All passengers had checked in their luggage, and the flight was cancelled just a few hours before the scheduled departure. This caused complete chaos at the airport. There was no proper communication, assistance, or guidance from IndiGo staff, and no help with re-booking. After repeated requests, pleading, and explaining the urgency of the situation — that the bride was stranded at the airport — IndiGo provided an alternative ticket. However, this alternative route was not disclosed properly, nor was consent taken regarding the routing. While the complainant (the bride) was attempting to arrange an alternative flight from Mumbai to either Durgapur (RDP) or Kolkata (CCU), the IndiGo staf[censored]nilaterally booked a connecting flight without full disclosure. The alternative itinerary was Mumbai (BOM) → Port Blair (IXZ) → Kolkata (CCU), which was completely unreasonable. The complainant asked multiple times (at least 3 times) whether the checked-in luggage would be retagged and transferred correctly to the new flights. IndiGo staff repeatedly assured that the luggage would be retagged and delivered as per standard process at the arrival airport. Due to time pressure, we rushed from Terminal 2 to Terminal 1 at Mumbai Airport and boarded both the connecting flights. The journey took over 6 hours, whereas the original direct journey to Durgapur was only 2.5 hours. Upon arrival at Kolkata (CCU), we discovered that none of our checked-in luggage had arrived. The airline staff were unable to trace or locate the luggage and had no information whatsoever. All wedding outfits, jewellery, pooja items, and essential wedding materials were in the missing luggage. Due to this negligence, the bride and family members were left without any wedding attire for the ceremonies. This caused severe financial loss, emotional trauma, and physical stress. Eight close family members — including the bride, her mother, siblings, and uncle — were affected. The family had already incurred significant expenses in planning the wedding, and the bride was forced to arrange alternative clothing at the last minute, causing humiliation and distress. Additionally, four passengers were forced to stay overnight near Kolkata Airport, as airline authorities repeatedly gave false assurances that the luggage would be found shortly. Expenses for hotel stay and food were borne entirely by us and resulted in further losses. I am writing this complaint as the bride, Anchal Agarwal. My wedding was scheduled for 5th December 2025, with pre-wedding functions on 3rd and 4th December. These were meant to be the happiest days of my life, but due to IndiGo’s gross negligence, mismanagement, and lack of empathy, they turned into a living nightmare. First, the airline cancelled the flight just hours before departure. Then, they rerouted us through an illogical 6-hour journey without proper consent. Finally, they delayed our luggage by over a week, rendering all the contents useless after the wedding was already over. I hereby demand fair and legal compensation from IndiGo Airlines for the mental harassment, physical stress, emotional trauma, and financial losses suffered by me and my family due to their failure in service.