[Resolved] Indigo Airlines — checked in baggage damage

2 Reviews
Seri Lingampally, Andhra Pradesh, India
 Srt_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.


checked in baggage damage
checked in baggage damage
Complaint marked as Resolved Feb 15, 2019

Complaint Status

[Jan 10, 2019] IndiGo customer support has been notified about the posted complaint.
Verified Support
IndiGo Customer Care's response, Jan 11, 2019
Hi Rohini,

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.

Team IndiGo
Updated by Srt_2079, Jan 14, 2019
I had received a communication from the airline that this damage comes under minor wear and tear. However, i had mentioned earlier also that i could pass my head though it. I had received the bag in a torn state with all the things in a tray. Now, instead of providing with an appropriate compensation, the airlines is trying to wash of thier hand and denying any responsibility. The bag has been damaged feom both the sides. On one side the tear is of 11 inches and on the other side its of 10 inches. If they still call it a minor tear, then i must say that they have set a benchmark such that they can never be held responsible for any mishandling and can just continue to follow wrong practices and escape from the consequences. Ultimately, its the customers who suffer and bear the losses.

checked in baggage damage
checked in baggage damage
Verified Support
IndiGo Customer Care's response, Jan 14, 2019
Hi Rohini,

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.

Team IndiGo
Complaint comments  1 Comment     Updated: Share0Tweet0


From the pictures shared, does it look like a small scratch or a normal wear and tear of the bag. Your policy says that airlines are not responsible for small scratches or torn zip. But such a big damage is some something for which you cannot deny responsibility. Its an intentional tear for reasons better known to you may be. And what about my missing frames, not once in the entire interaction has anyone assured that they will try to find it.

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