Sep 04, 2018
Updated by Amanda Garoës-Hill The above has removed capitalization?
Dear Sir/Madam,
I'm writing to complain about the excess charges I had to pay for luggage on the above flight.
I am aware that I was allowed 7 kg hand luggage and 15kg in cargo.
I accept that exceeded those free allowances.
I weighed my luggage on UK weighing scales before I left (which are very accurate).
I've used these when I've travelled internationally, by Emirates, BA and Jet Airways to name just a few and I've never been challenged.
When I weighed my luggage at the hotel for this flight, it stated that my cargo as just slightly over 15kg and my hand luggage between 9 and 10 kg- nearer 9.
At the airport, my cargo came to 15.1 and I believe my hand luggage was under 10 kg, so I was 25 kg altogether.
I was prepared to pay for 3 kg extra.
However, I was charged for 6 kg as my laptop bag was included in the weigh-in.
This is not acceptable.
I tried to challenge this but the staff refuse to hear my concerns, and made it clear I would be denied entry onto my flight if I didn't pay, so I had to pay INR 2, 400 and I attach my receipt.
I then asked to speak to the manager.
I had to make this request on numerous occasions, and eventually a female member of staff giving her name as Ms Pooja Sanpat and stating she was the assistant manager on duty arrived.
In vain, I tried to make my representations that it was unfair that I was being charged for my laptop and that I should be refunded for 3kg (INR 1, 200).
She refused.
I referred her to your website and I attach the screen shot which clearly states that in addition to hand baggage, with no excess charges, one can take a small bag with a laptop which I did.
So, Indigo appears to be advertising one thing, and yet doing something else, which is very unsatisfactory indeed.
Your staff are clearly not following company policy and appear to willingly financially exploit passengers at check in, when they know passengers have no alternative but to pay these changes or else lose their flight.
As a UK citizen and OCI holder, I find this practice utterly deplorable.
This simply would not be tolerated in the UK, the US or Europe and I find it most disappointing that a company such as yours indulges in such practices.
It gives India a very bad name and does little to encourage international passengers to use your airline.
Until yesterday, I'd had very good experiences with Indigo and before I publicise my experience on social media and using my contacts both in the press in India and abroad, I feel it is only fair that I make you aware of the situation, so that you can remedy it.
My remedy is the immediate refund of INR 1, 200.
I do not feel that is unreasonable, as I simply followed your website guidance.
I await your response within the next 7 days, failing which you leave me no alternative but to pursue this matter in the manner outlined above, which is not my preferred choice.
Many thanks for your anticipated co-operation.
I'm sure that once you have read the facts of the situation, you will be eager to resolve this matter and ensure that all your staff in future are fully knowledgeable of the list of free items allowed on board your fights, in addition to hand luggage.
I attach my boarding pass too.
Yours faithfully,
Ms Amanda Garoes-Hill
Sep 05, 2018
Updated by Amanda Garoës-Hill Hello,
I acknowledge your response of yesterday from your Twitter team.
I am most disappointed with it.
It's very clear that you've not read my initial complaint at all, as you appear to have completely missed the salient points, namely that on your website, it clearly and unequivocally states:
Indigo will permit a customer to carry the following items, without charging any excess baggage charges.
Underneath is a specified list of 10 items to be carried free of charge and under sub-heading (j), it states:
A small bag containing laptop
You have completely failed to address this point, which I made in my initial complaint of 3-9-18, and I did attach a copy of the screen shot from your website.
I do so again for your ease of reference.
I do not accept your explanation and would ask for this matter to be escalated to your supervisor, and for Indigo to provide a full response of why you feel that sub-heading (j) does not apply in my case, as it's my assertion that it does.
I await your earliest response.
Yours faithfully,
Amanda Garoes-Hill
