[Resolved] Indigo Airlines — issues on indigo: charged rs3000, though i paid s$120 for the excess baggage
GoGovisekar on Jan 3, 2018
My booking references: e9gqrs and pnr: b8c4gf
1. I flew from delhi to madurai on 22nd dec17 on 6e 859 and i already bought the excess baggage of 20kg for this trip. I traveled with my family of 4 on indigo for all the legs and i spent more than s$3000 for the entire trip from singapore to mumbai, delhi, varanasi, madurai and back to singapore from bangalore. I booked the trip using my ipad and looks like there is a bug in the app.
2. The guy checking us at delhi to madurai was very rude and dumped our bags in the conveyor and refused to waive the excess baggage. We are 4-people and we had no hand luggage. We could have avoided excess baggage if we were allowed to carry the hand luggage with us but he refused to take out the bags and give back to us. I paid rs3000 for 10kg excess baggage.
3. I booked meals for my family of 4 on return trip from bangalore to singapore by 6e 73 on 30th dec17. But they could not find our names in the manifest. I showed them the total amount paid for 2-trips for meals. They took long time and at the end of the trip asked us if they can serve us food. We obviously refused as we felt humiliated despite paying for the food in full ahead of time.
4. My bag was torn though the tear is not big. But the luggage is expensive being american tourister brand. I reported to the agent in singapore and she said there is a disclaimer that small tears are not eligible for compensation.
So many issues on indigo for one trip to india and i will not be flying your airline next time even it is cheaper than other airlines. Quite disappointed.
Complaint marked as Resolved Mar 20, 2018
Verified SupportIndiGo Customer Care's response, Feb 15, 2018
With reference to your request, we consider customer feedback an important tool to improve our services and so have conducted a thorough investigation into the concerns raised by you. We would like to share our findings with you regarding the incident.
We understand you were carrying check-in baggage that weighed more than the free check-in baggage allowance mentioned on your reservation. The free baggage allowance is outlined in our itinerary and also on our website under the ‘Conditions of Carriage’ section.
Our staff requested you to pay additional charges for the excess weight which is in line with our ‘Conditions of Carriage’. We would like to humbly state that our staff acted within the realms of their duty when they informed you about these charges.
We would also like to inform you that the excess baggage was added for your travel on Del- VNS sector only.
We thank you for sharing your experience with us and look forward to serving you again!
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