Indigo Airlines — Government of India, in this it is clearly mentioned that in case loss, delay or damage to baggage, the carrier liability is limit

Respected Sir / Madam,
I am very sorry to informed you that from last ten years I am continuously writing to DGCA
office but every time I am getting the reply from Indigo airlines.
I had telephonically contacted to the Director General office & they suggested me to contact the
Mr. Bharatlal, Nodal officer, Public Grievance, DGCA, New Delhi.
Mr. Bharatlal, Nodal officer, Public Grievance, DGCA, New Delhi suggested me to put the complaint in Consumer
Court. As I am from the poor family I am not in position to spare the money for the same.
Again I had telephonically contact to the Director General office & they suggested me to put
the complaint in CPGRAM portal.
I am very sorry to informed you that Mr. Amit Gupta from the DGCA dept. all the time
sending me the reply of Indigo airlines & putting the remark, the complaint is resolved.
(Response of airlines is as under:
Dear Mr. Thatere
Thank You for writing to IndiGo.
With regards to your mail referring to the Director General of Civil
Aviation DGCA please be informed that complaints for such concerns should be raised
then and there only.
Further we have reviewed your concern and we are not in a position to
assist you with any compensation.
We thank you for choosing IndiGo and taking the time to communicate
with us.
Warm Regards
Customer Experience
www.goIndiGo.in)
Before two months I got the call from INDIGO airlines & asked me in detail the problem we had
faced at Srinagar. She asked me have you given written complaint to the Srinagar Airport Authority.
When we say Yes, she told me that our higher authority we call you please give them the details.
You will definitely get the compensation as per the rules.
Mr. Bharatlal, Nodal officer, Public Grievance, DGCA, New Delhi, forwarded my mail to IndiGo office.in response to this I
got the mail from IndiGo office saying that (With regards to your mail referring to the Director-General of Civil Aviation (DGCA),
please be informed
that complaints for such concerns should be raised then and there only. Further, we have reviewed your concern
and we are not in a position to assist you with any compensation.)
Sir / Madam, for your kind information from November 2013 I am continuously writing to DGCA office (officers) but I am
very sorry to inform you that no one from the DGCA office have yet responded to my request.
Sir / Madam, every time I am getting the reply from Indigo office and not from the DGCA. Whereas according to the
procedure the DGCA office should contact them (DGCA office) and ask them to compensate as per rules (20000.00 per
passenger.)
Sir / Madam, before this I got reply from Indigo Airlines & they are offering me total compensation in terms of 1500.00
voucher. Madam, I have gone through the Passenger Charter, by Ministry of Civil Aviation,
Government of India, in this it is clearly mentioned that in case loss, delay or damage to baggage, the
carrier liability is limited to Rs. 20000.00 per passenger.
Sir / Madam, We the undersigned travelled from Nagpur to Srinagar by Indigo Flight no 6E435 on 4th
Nov. 2013 our PNR Nos are PNR: SSWYEQ, 6E435, 21, D, E, F, 22A, 22B. we boarded at 7.30 AM from Dr. Babasaheb Ambedkar
International Airport Nagpur. At reaching
to Srinagar we come to know that our luggage is not reached to Srinagar. After 2.30 Hours of plane landed to Srinagar Airport, with
repeated inquiry and follow up we came to know that our luggage is at Delhi Airport.
Sir / Madam, The personnel attending to us at Srinagar Airport were casual, we requested them to provide the
boarding arrangement but they denied. Srinagar being at high altitude it was very difficult to stay without warm clothes. It was
embarrassing situation to stay at Srinagar after
5 Hours of traveling and additional 2.30 Hours waiting for luggage. Indigo being the world wide known airlines, still it created the awkward
situation at Srinagar Airport for us.
Sir / Madam, we are from middle class family & had spent huge amount of savings to make this tour enjoyable to get rid of
stresses of our day to day life. As against this objective of the tour, we had to face troubles.
Sir / Madam, we had made a simple request to Indigo people, if indigo airlines sincerely want to regret
the troubles met to us then they must arrange six days’ tour package to Srinagar or Gangtok at the expense of their company.
Sir / Madam, we are very sorry to inform you that even after Ten years (100 nos of reminder request) I have not received any
reply neither from DGCA office.
Now we fill that you are the best persons to give us the proper justices.
Ajay Thatere & Shrikant Ambatkar
Nagpur
M - [protected]