Indigo Airlines — Broken luggage which was marked fragile

anubahvi

from Mumbai, Maharashtra

Address:	Gurgaon, Haryana, 492001
Website:	Indigo Airlines

Hello,

Good evening!!

I was supposed to travel from delhi to raipur on 25th morning 7:30 flight 6e 757.
But due to medical reasons we arrived 3 mins late and missed our flight. After lots of trouble when we received our luggage back i found my architectural portfolio bag broken and damaged from several sides. It was a gifted piece for my excellence in my studies from college. U can check the cameras in the delhi counter - of me specifically saying that, this luggage is very important to me, please let me take it along with me and have it extra fragile. I have actually told 4-5 times to take care of it!
Then we came today from delhi to raipur (As we missed our flight) again i told to take care it's already broken from ur department.
Today again the buckle part is completely spoiled with threads coming out.

I am here in raipur for my thesis studies in a remote area. It's rainy season and we don't get such sheet holders here in raipur.
I don't understand what i am suppose to do now! The online ones are terrible in quality.
But for time being being i have to adjust with them and then buy a new one in delhi.

This was a branded one costing 6000rs. Plus loads of emotions. It's making me cry every time i see the bag.

Being such a frequent and consistent customer i have ne we even received student's discount or extra luggage allowance.

I sincerely hope that you look into the matter and give the amount to buy a new portfolio bag.

Our pnr numbers are :-
V52b8y anubhavi jain & sandhya jain
Ocuzrq yashasvi jain

Ps:- i have mailed 4-5 times plus several phone calls regarding the same.

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Jun 07, 2016

Updated by anubahvi Hello,

Greetings for the day!

Good evening,
We had a flight on 25th may 2016 which departs at 7:30 (delhi to raipur 6E 757 ) and due to a medical emergency (loose motions, faced by younger sister) we ( my mother, my sister and I) missed our flight. We'd reached the gate 3 minutes late. We came to pick up my sister from her hostel early because of continuous motions.
Moreover in raipur we had an engagement ceremony at 11:30am of my first cousin.
I and my whole family are a regular indigo customers travelling more than twice a month. We have got phone calls whenever we were late so we were expecting the same today. Being such frequent and consistent customers, we weren't considered for such genuine issue and only for 3 mins. We neither received any phone calls nor there was any announcement. In fact when we reached our 12A gate, those people ( indigo staff) acted as if they are making us go in the next flights without any extra cost. In fact they noted my arrival time a bit late! So we were under the impression that, it's oky indigo staffs are so helpful and good, we will reach the function a bit late, but no other option.

But when we reached upstairs with mismanaged staffs, all three o[censored]s running here and there for help and luggage ( broken luggage which was specifically marked as fragile) In a new city we were left with horrifying rates for the next flights ( 35000rs approx was the next flights fare difference) and mental trouble. After lots of chaos and overflowing tears by my mom & sister I decided to quickly make new tickets and move out of this airport!!
Rs. 9193 was the extra ticket fares which we paid for the new tickets plus 2 days more in a hotel including transportation which sums up to Rs20000 in total.

I was very much impressed with indigo for it's service and prompt time. But this incidence made me consider some other airlines now onwards.

My complaint is about no announcement, no verbal calling or phone calls ( which we are used to it being regular Indigo passengers) I know Delhi is a silent airport, still I heard announcements for the late Mumbai passengers from the other gate!! Why not us! Infact 7-8 times they announced!!
U understand the amount of trouble we had being females, after missing our flight!

Trust me they themselves told me, we just closed the gate ( ofcoz for some other passengers) 2 mins ago. ( I.e not 25 mins - it's 18 mins.
And in our 27th May's flight from Delhi to raipur after boarding your indigo was late by more than an hour.

This frequent inconvenience from indigo is making me shift towards other airlines

I request you to please look into the matter ASAP make an alternative compensation for the same. How can they leave the flight for 3 mins delay without making a phone call or any announcement. Isn't it their responsibility to do so when we've checked in? We are in a highly inconvenient situation right now, please look into the matter immediately.
Thank you.
Our PNR numbers are :-
V52B8Y anubhavi Jain & sandhya Jain
OCUZRQ Yashasvi Jain