[Resolved]  Indigo Airlines — my checked in luggage lock was broken and content stolen

Address:

Hyderabad, Andhra Pradesh, 500032

I travelled with indigo from kolkata to hyderabad on flight 6e 3248 dated 14 dec 2018.

Upon arrival at hyderabad airport i realised my bag lock is broken and few articles were missing from my bag. The combination lock was completely damaged, so was the plastic security indigo seal. It was surely a planned act.

There was damage to my suitcase lock
2 perfume bottles were missing
2 sets of expensive cufflinks were missing

I immediately reported to the indigo helpdesk. However, there was no immediate reaction. The staff asked me to make a complain to their customer relations. I did and followed up several times until someone called me to say, they can't do much about it as it falls under minor wear and tear policy! I was shocked, as they even didn't want discuss about my missing/stolen articles. Nevertheless my suitcase costed me more than $250 (Usd), that was damaged. To make things worse the customer care representative offered me $7 voucher in case i wish to book another flight with indigo.

Now here's my question: who's responsible for my baggage and its content, once i have checked in the baggage with the airline, until i collect it at my arrival airport?

Indigo has been dodging my question saying they had done internal investigation. They refuse to share me any investigation report or any cctv footage. I will go the legal route to challenge their policy and file claim for my losses.

It's complete breach of trust. Indigo must take responsibility of my losses. I'm still waiting to hear from them.