[Resolved] Indigo Airlines — indigo airlines - missing new mobile phone from the checked in baggage | |
Name : Muthukumaraswamy Gnanasankar Airline Booking Reference: HBSTTS Flight: 6E1706 Seat: 22A Date of Travel: 14 Oct 2018 I travelled from Doha to Chennai in Indigo Airlines 6E1706 on 14th Oct 2018, and reached Chennai International Airport by about 09.30pm. I received my checked in baggages and came out of airport. Then I noticed that one of baggage (out of the two) was mishandled and the zip was partially opened. Subsequent check of the mishandled baggage for the items integrity, revealed that my newly purchased mobile phone in Qatar has been missing from the subject baggage. Immediately reported the case with Indigo Airlines customer care through phone, and I was told that the complaint is registered and I will receive the update from them after investigation. When I sought for the acknowledgement of the complaint made, I was told that no such acknowledgement by mail or SMS will be provided, and my complaint reference is only the booking reference number. Despite repeated requests to provide my complaint reference number, the above same message was repeated. Today (15th Oct), as I did not receive the update from the customer care, I approached them and sought for the update. I was told that no such item was identified in both the departure and arrival airports, and no further investigation will be progressed further. The proclaimed investigation made by the airlines was very superficial and not performed in depth to really identify the root cause of the item missing from the checked in baggage, such as checking the CCTV footages. Communication by the airline staff and customer care was unprofessional, rude, non-commital and acknowledgement in writing for the complaint received was deliberately denied, probably with the agenda to remain non-commital. Latest feedback from the airlines customer care is that nothing further could be done from the airlines to trace the missing item, and the case is closed, without resolving the issue. Was this information helpful? | |
Nov 20, 2018 Complaint marked as Resolved IndiGo customer support has been notified about the posted complaint. Verified Support Oct 17, 2018 IndiGo Customer Care's response Hi, We sincerely regret the inconvenience caused to you in this regard. Our endeavour has always been to deliver bag at the destination in good condition. We are therefore concerned to note your comments about the baggage services. We have gone ahead with our investigation with the concerned airport team and staff on duty and have established that no complaint was raised on arrival. As per our conditions of carriage, a customer who leaves the baggage delivery area without reporting a bag as missing or damaged to an IndiGo representative will be deemed to have received his/her bag correctly and in good condition. Therefore, we are unable to assist you further on this. Nevertheless, we have shared your experience as a feedback with the concerned airport teams for further review and to ensure baggage delivery as per the standard practices. We would request you to kindly treat this in isolation and we hope to serve you again in the future as well. Regards, IndiGo Team Verified Support Oct 20, 2018 IndiGo Customer Care's response Hi, We believe you wrote to our customer relations team on 17th October 2018 and have responded you on 18th October 2018. We regret to inform you that we won’t be able to advise otherwise from what has been shared in the email. We sincerely hope for your cooperation and understanding in this regard. Regards, IndiGo Team | |
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We understand your plans can change so we have a cancellation/rescheduling policy to take care of it.
Changes or cancellation can be done no later than 2 hours before the scheduled departure time. You can do this by contacting IndiGo Call Centre, at the Airport, on our website, or through the Travel Agent who made the original booking.
Any rescheduling will result in a fee of INR 2, 250 or Airfare charges, whichever is lower (per person per sector), plus any difference in the fare between the original fare paid and the fare for the revised booking. Further, we would like to inform you that fares are dynamic in nature and are subject to change at any point in time. We appreciate your adherence to our policy.
Regards,
IndiGo Team
We understand your plans can change so we have a cancellation/rescheduling policy to take care of it.
Changes or cancellation can be done no later than 2 hours before the scheduled departure time. You can do this by contacting IndiGo Call Centre, at the Airport, on our website, or through the Travel Agent who made the original booking.
Any rescheduling for domestic will result in a fee, plus any difference in the fare between the original fare paid and the fare for the revised booking. Further, we would like to inform you that fares are dynamic in nature and are subject to change at any point in time. We appreciate your adherence to our policy.
Regards,
IndiGo Team