[Resolved] Indigo Airlines — harassment by indigo staff

dodul

from Delhi, Delhi

Address:

110049

Complainant: dr dodul mondal
Contact number: [protected]
Resolution wanted: finacial compensation and apology from harassing company

Complain details:
Let me introduce myself first. I am dr dodul mondal, practicing oncologist in delhi. I have been travelling by air since more than last 15 years which include countries like usa, european and other asian countries and i have travelled via all available commercial flights in india. This introduction is necessary for your understanding that i am not a novice about air travel and related affairs.
Coming to my incidence, i was travelling from kolkata to delhi on the evening of 27th february 2018. My flight number was 6e 974. My pnr was d95lhf. I did my web check in as i always do for my journey to save time as i hate waiting to collect check in bag. Accordingly, i keep my luggage light and handy. For your additional information i use hp spectre laptop which weighs 1kg only (This is important again, so please note this information).
On 27th february evening, i reached airport on time and completed my security check without any hassle. After scanning my boarding pass at gate no 23b, i was just about to board the bus when this man named mr. Rahul kumar kaushal (As evident from his id card) intervened and stopped me boarding the bus with my cabin bag. He insisted that i should drop my handbag for manual check in and should collect it from check in luggage belt once i reach delhi. He told me that i could not board the flight with my handbag and laptop bag as per the rules (And he told that only one bag is allowed). As i was travelling with only few things, i wanted to put my laptop bag inside the cabin bag and wanted to board the bus (Which i could do as per the rules, till the total weight is 7kg).
At this moment, to my surprise i came to know that rahul kumar kaushal was equipped with superhuman power and could measure the weight of a bag with his eyes only without help of any weighing machine! He told me that my cabin bag was more than 7 kg! He also ridiculed me and asked what was laptop’s weight to which i replied only 1kg. After listening this, he changed his reason of not allowing me to board the bus and told me that my bag was not as per the size fixed by airlines. I was again surprised to see that he could measure dimensions as well without any measuring tape! However, i told him that the cabin bag meets all criteria set by airlines. He was in no mood to listen or to go by logic and ultimately, i had to leave my cabin bag to him for manual check in as it was delaying my boarding. To my utter surprise, the same guy allowed many more passengers to board the flight with multiple bags which were even bigger than my bag! When i asked him why he was doing so, he could not justify his activities and told me that few passengers can do so!
The bad experience was not over and once i got my bag at delhi airport i found that my bag had some damage and scratches due to mishandling by airlines staffs. The indigo staff at delhi airport denied giving any compensation for my damaged bag.
I called at the indigo customer care number and described the entire episode to settle my damage. Here i was shocked to know the following
1. Rahul kumar kaushal has documented false and fabricated information that i had two large bags weighing 14 kg each before boarding the bus
I reiterated to this false information and stated firmly that i had only one bag following all rules laid down by airlines.

I have at this moment few questions and complains related to the same:
1. Can a staff force me to take my cabin bag when i can take the same rightfully?
2. I claim compensation for the damage to my bag, mental harrassment and stress caused by the incidence, wastage of my time at airport and attemt to tamper with my self respect by presenting false fabricated facts by indigo staff.

Dul mondal

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Apr 15, 2018

Complaint marked as Resolved

IndiGo customer support has been notified about the posted complaint.

Verified Support

Mar 03, 2018

IndiGo Customer Care's response Hi Dodul,

We are concerned to note your experience during your journey with us on 6E-974 from Kolkata to Delhi on 27th February 2018, and understand that a piece of baggage was reported to have been damaged.
We wish to mention that we certainly put focus on displaying customer service skills at all times during conversation with the passengers, thus we realize that there is certainly a scope of improvement. We would like to assure you that we have shared your feedback with our concerned team to ensure that the concerned staff member is counseled to be extremely courteous, responsible and sensitive while assisting passengers at the airport.

Further, our endeavor has always been to deliver all passenger’s baggage at the destination in a good condition. We would like to confirm that as per IndiGo’s Conditions of Carriage (“COC”), the damage reported by you is categorized as minor wear and tear of a baggage. In addition to this, we have shared a strong feedback with our Kolkata and Delhi airport manager for further review and to ensure baggage delivery as per the standard practices. While we apologize the inconvenience caused to you, such minor wear and tear would not warrant any compensation. Therefore, we have to respectfully decline your request for any compensation in this regard and are hopeful that you will understand the need for our policies and see this matter in the right spirit.

In case any further assistance is required, please feel free to contact us.

Regards,
IndiGo Team

Mar 03, 2018

Updated by dodul Dear IndiGo Team,
Youa should be awarded for tactfully omitting and ignoring the vital component of complains and thus diluting the whoe thing by sugar coated statements. In recent years IndiGo has been focus of many serious customer harassments and a simple google search from your end can increase your insight regarding this.

Coming to my issue, the major portion of my complain was related to your staff's blatant lie, forceful inhibition to let me board flilght with piece of luggage which I was entitled to as per booking terms and conditions and your staffs failure to respond to subsequent damage. Whatever normal wear and tear you are stating here, was because of your staff's forceful and unlawful behaviour. I would have accepted the same damage as normal if the luggage was checked in by me out of my free will and desire. Whatever happened is only because of your staffs callousness, falsification and fabrication of facts, attempts to conceal his unlawful behaviour and unjustified overzeaous irrational behaviour.

You can not deny the responsibility arising out of this behavior and any damage, whatever in its extent, should be your responsibility. Also, you should count my mental harassment and watage of time at the airport after landing which I tried to avoid and thus did web check-in.

I reiterate my claim and hope you would understand the damage caused to me and settle this by compensating adequately.

Thanks.
Dodul Mondal

Verified Support

Mar 06, 2018

IndiGo Customer Care's response Hi Dodul,

At the outset, we sincerely regret the experience you had and would like to inform you that we make every effort to ensure that check-in baggage of customers arrives in a good condition. Further, we have already shared strong feedback with our concerned departments for non- occurrence of such incidents. However, someone from our team will contact you on this regard at the earliest.

Regards,
IndiGo Team

Mar 06, 2018

Updated by dodul I must say that at the outset your reply seems very nice, however a close reading and dissection of word selection makes it clear that all these are actually meaningless and useless collection of words leading to no solution settlement of my complain. Thsi is a well known strategy world over and you are just part of the same. While I must thank you for nicely choosing delicate words from english dictionary, i reiterate that:

1.YOU SHOULD ACCEPT THE FAULT ON PART OF YOUR STAFF
2.YOU SHOULD CCOMPENSATE FOR LOSS OF MY TIME, DAMAGE OF MY BAG AND MENTAL HARRASSMENT ARISING OUT O[censored]NLAWFUL RESTRICTION OF MY MOBILITY

At the same time I need explanation regarding:
1. Do you routinely keep weighing machine and measuring tape at the point of boarding the bus?
2. Were these tools provided to your staffs on that date and time at the above-mentioned place?
3. Why was I denied my rightful boarding with one cabin bag and had to waste my time?
4. Is it possible to cross the security check with 2 bags weighing 14 kg each? Is the airport security so poor at Kolkata airport?
5. Is it possible to bypass all security checks and reach till the point of boarding the bus with 2bags weighing 14 kg each?
6. Is it possible to bypass your staff who scanned my boarding pass at gate 23B with 2 bags weighing 14 kg each?
7. If at all I had 2bags weighing 14kg each, why and how could Rahul Kumar Kaushal checked in only one bag and allowed me to board the flight with one bag of 14kg as a cabin bag?
8. If I had such a big bag, how could that go unnoticed by the cabin crew?
9. Why were other passengers allowed multiple bags and I was barred by your staff?
10. Who is responsible for damage of my bag?
11. If your staff forcefully takes my bag without any valid reason going by his paranoid behavior and then my bag is damaged, how could your staff deny compensating my loss?
12. What was the motive behind such act and harassment?
13. Why was I forced to waste my time to collect my bag from the luggage belt which I wanted to avoid and that being the sole reason for doing web check in?

I want a valid explanation from you. You can request Kolkata and Delhi airport authority to share the the CCTV footage from the point of my entry at Kolkata airport till my exit from Delhi airport to check whether I really had two 14kg bags or not!
In case you are reluctant to do so, law can take its own course and demand such footage if required in a court of law.

I reiterate and firmly stand on my original position. Hope you understand this and do not waste further time to open another dictionary to choose finest of english words to sugar coat useless statements.
Thanks and best regards.
dodul mondal

Verified Support

Mar 14, 2018

IndiGo Customer Care's response Hi dodul,

As checked, one of our representative contacted and assisted you with regards to the raised concern. Further, we have taken a due note of your feedback into account to avoid the recurrence of such incidents. Please be rest assured we try to assist our passengers in best possible manner.

Regards,
IndiGo Team

Mar 15, 2018

Updated by dodul So what? your representative contacted me and is that all? What is the actual solution or resolution provided to me for my loss? Come to that point straight way. I demand answer all my questions. I demand your formal apology stating that your staff Mr Rahul Kumar Kaushal harrased me for no reason. Also I demand compensation for my harassment, wastage of time and of course damage of my bag. Also, I demand explanation regarding following questions:

For your easy remembering:
1. Do you routinely keep weighing machine and measuring tape at the point of boarding the bus?
2. Were these tools provided to your staffs on that date and time at the above-mentioned place?
3. Why was I denied my rightful boarding with one cabin bag and had to waste my time?
4. Is it possible to cross the security check with 2 bags weighing 14 kg each? Is the airport security so poor at Kolkata airport?
5. Is it possible to bypass all security checks and reach till the point of boarding the bus with 2bags weighing 14 kg each?
6. Is it possible to bypass your staff who scanned my boarding pass at gate 23B with 2 bags weighing 14 kg each?
7. If at all I had 2bags weighing 14kg each, why and how could Rahul Kumar Kaushal checked in only one bag and allowed me to board the flight with one bag of 14kg as a cabin bag?
8. If I had such a big bag, how could that go unnoticed by the cabin crew?
9. Why were other passengers allowed multiple bags and I was barred by your staff?
10. Who is responsible for damage of my bag?
11. If your staff forcefully takes my bag without any valid reason going by his paranoid behavior and then my bag is damaged, how could your staff deny compensating my loss?
12. What was the motive behind such act and harassment?
13. Why was I forced to waste my time to collect my bag from the luggage belt which I wanted to avoid and that being the sole reason for doing web check in?

Definitely you should not repeat such senseless act in future and you should be ashamed. Even if the entire indigo team is ashamed, that is not a resolution to my loss! Why do you reply such senseless way or is it that you are being paid only to kill time and diffuse the matter without actually doing anything?

Read your reply once and see that your reply doesn't have any substance on it! Ridiculous!!

Mar 20, 2018

Updated by dodul Hi! I replied to you on 15th of March and it seems that you are unwilling to reply. In that case are you agreeing that I was right and your staff was faulty? Also, why are you shying away from replying my questions? Are they too difficult to reply from your end or is there a chance that replying to my questions will actually expose your staff's blatant lie and misdeed?