[Resolved] Indigo Airlines — checked in baggage damage
SrSrt_2079 on Jan 9, 2019
I had travelled from Pune to Hyderabad with my 4 year old daughter on the 31st of dec 2018.
PNR for which is IN8YRB.
On receiving the bag in Hyderabad i was shocked to see that the bag had been torn apart from both the sides. There is no possible way that a bag can be mishandled in such a way that it gets torn this way. I immediately informed the ground staff regarding it and they offer me an indigo voucher of just Rs.1500 as compensation.
Just to let you know, that my bag has been damaged beyond repair. The bag was hardly 8 months old and in excellent condition. The bag was a leather one and had costed me more than Rs. 5000. How does a compensation of Rs. 1500 justify for the damage.
Moreover, the tear from both the sides was so big (around 8 inches)that things were falling out of the bag. I was not sure at the time of collecting the bag that what all could have gone missing from the bag. On raising this concern, i was told that i could go home and inform later if anything had gone missing.
On a thorough searching of all my bags, i have realised that my spectacles case containg my pair of glasses has gone missing. They were a Tommy Hilfiger brand frames and had a value of more than Rs.14000.
On finding this i called the customer service to inform them about it and what they told me was that they cannot offer anything more than 1500 voucher. I told her repeatedly that i Cannot accept such A petty amount as it is nothing compared to the loss that has incured. Also would like to comment on the behaviour of the representative who spoke to me. She was senseless and repeating the same thing and which was irrelevant to what the issue was. The airlines has simply denied to take any responsibility of mishandling and pilferage and have refused to look into the matter any further. May be someone had tried to tear the bag hoping to find something as the bag had tags from the international journey taken 2 days before this trip. As this irreparable damage has been done by the airlines, they should take the responsibilty of either providing a replacement bag of equal value or provide an appropriate compensation.
And for the missing frames, they could have either assured that they will tleast try to trace the lost item. But they were least bothered and did not want to do anything from their side. The frame value are of around Rs. 14000 and i expect that they provide an appropriate compensation or replacement for the same.
Complaint marked as Resolved Feb 15, 2019
[Jan 10, 2019] IndiGo customer support has been notified about the posted complaint.
Verified SupportIndiGo Customer Care's response, Jan 11, 2019
We're sorry to hear you had such an experience with us. Please be assured that our customer relations team has assisted you with the best possible resolution in this regard. For more information please visit the link https://bit.ly/1VaPBiL and read clause 10.
Verified SupportIndiGo Customer Care's response, Jan 14, 2019
This shouldn't have happened. We hope that our customer relations team has responded to you on 14 January 2018. We regret to inform you that we won’t be able to advise otherwise from what has been shared in the email.
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