[Resolved] Indigo Airlines — excess baggage cancelled and then charged at counter rate

Ambika Thyagarajan

Address:

560103

I have my parents traveling on indigo 6e-414 from blr to mumbai on sep 9 2018

Booking ref: wcn8xs

I had booked online excess baggage for 30kg each (Totally 60 kgs) for international connection within 24 hours.

Now, when they went to the counter, it was told that the charges were reversed and the payment did not happen. I do not know why the charges were reversed and there was no intimation
For the same.

Also, they were charged 23200 rs as counter rate for excess as opposed to 3000 rs which was alreasdy booked. This was done for no mistake of theirs.

Here is a screenshot of the cofirmation of 3000 rs excess.

The duty manager confirmed that the changes were made and reversed. Could you please help reverse this since its a mistake on the website end?

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Oct 19, 2018

Complaint marked as Resolved

IndiGo customer support has been notified about the posted complaint.

Sep 10, 2018

Updated by Ambika Thyagarajan Attached payment reciept for paid 3000( that was not charged) and 23200 that was charged at counter

Verified Support

Sep 10, 2018

IndiGo Customer Care's response Hi Ambika,

We regret the inconvenience caused. Kindly allow us a sometime so we may get this checked from our end.

Regards,
IndiGo Team

Sep 12, 2018

Updated by Ambika Thyagarajan The response simply keeps asking for bank details.

surprised and disappointed by the manner Indigo handled this situation at the airport, while my parents were checking in.

The reason why we booked Indigo in the first place was because Indigo had nominal prepaid charges for extra baggage fir International connections. So whatever happened at the airport definitely threw us off.?

I do not understand why they were charged full rate for the extra baggage when we, the customer had purchased them online using the prepaid option.

Obviously, we knew fully well about the extra baggage rates which is why this was discussed in calls. Also, you do recognize that there was a system error and a rolled back transaction. I do not know why even after explaining so much, We the customer are penalized for a fault that was on your side.

Please put your selves in our shoes. What if you had purchased the prepaid plan and then your elderly parents were denied and asked to pay 23, 000 at the airport.

My head is spinning while going back and forth with you. Can you please process the claim for the difference (23, 200-3000= Rs 20, 200) and refund the same at the earliest. There is already a lot of emotional turmoil in this process and I do appreciate if our precious money is refunded.

Verified Support

Sep 17, 2018

IndiGo Customer Care's response Hi Ambika,

We have investigated the matter internally and established that no international connection baggage was added under PNR WCN8XS.

Further, the excess baggage payment was requested from you at the airport purely in line with our condition of carriage. Therefore, we are unable to process any refund in this regard.

Regards,
IndiGo Team

Verified Support

Sep 17, 2018

IndiGo Customer Care's response Hi Ambika,

We have investigated the matter internally and established that no international connection baggage was added under PNR WCN8XS. Also, the itinerary shared by you is not sent by IndiGo.

Further, the excess baggage payment was requested from you at the airport purely in line with our condition of carriage. Therefore, we are unable to process any refund in this regard.

Regards,
IndiGo Team