We had a connecting flight from Goa to Indore via Bangalore. Departure time for the flight (Goa-Bangalore) was 2:30 AM. We reached the airport at 1 AM sharp and were in the queue for almost 45 mins for giving our checkin baggage. We were 3 girls and we all had different PNR numbers. At the checkin counter there was a lady who checked in 2 of our baggages and the 3rd bag ( PNR - HUZ6UB) was overweight so she asked us to transfer some of the stuff in our hand baggage. We clearly denied and asked her we would like to pay instead because we were running late and it would have been a mess for us. But she was continuously insisting to transfer the clothes and in fact she opened our baggage without our permission and started giving us our clothes to put in the hand baggage. She wasted 15 mins doing this. And then finally when she was done with this, she tried to checkin that bag and the checkin for that flight got closed. Usually there is an announcement at the checkin counters specially at Goa airport for the passengers who are running a bit late so that we can skip the queue and get our luggages checked in. But this time there was no announcement because we were not late, we were at the checkin counter for almost 15 mins, your staff wasted our time and our 2 bags were taken and the third one wasn’t taken. How come this is possible when we were all in the same flight? How can the checkin be closed when our 2 bags are taken and for the third bag checkin got closed. Then she told us now that the checkin is closed, you have to give this bag at security check. And it was almost 1:55 AM by then and we had a flight in 30 mins. We rushed to security gates and after a lot complications and explanations to the staff we somehow got that luggage inside. Our all the liquid stuff, my cream, my perfume, my liquor bottle which was in the checkin baggage, all the stuff was thrown at the security gate. My perfume and the liquor bottle was more expensive than my round trip flight to goa. That bag was an XL size baggage which was supposed to go as a checkin baggage because even we know liquids are not allowed in hand baggage but because of your staff we had to take it to security gate and all our liquids were forfeited. Those were the gifts I got for my family and it was really disheartening for me. And when we were giving that bag at the final gate after crossing security, another of your staff gave us the reference number slip and asked us to collect the luggage at Bangalore airport and get it checked in again. We waited at Bangalore airport, the luggage did not come. There was no staff at Indigo service counter for almost half an hour and we had our next flight to catch. After half an one of your staff came and she told that the luggage has been sent by another flight which is (Indore-Jaipur-Goa) and it will reach indore by 10:30 AM and that your luggage will be delivered to you. Now if the luggage did not come in our flight and was checked in to another flight then why was the liquid forfeited from our bag? Anyway, it did not come as hand luggage. And after reaching Indore airport we provided our details and address over there and they assured that the luggage will be delivered to us by 12 PM. Later on, they called and asked us to collect our luggage from the airport as it could not be delivered because we were late for the flight so it was our mistake. We had to go to the airport to collect that bag. This whole situation would have been avoided if your staff checked in our luggage at goa airport. She purposely delayed the checkin and I’m still not able to figure out why.
I was already not well and It was all so hectic and so stressful that I fainted once in the flight. I’m a frequent flyer but I have never faced this in my entire life. Even if any other provider provides me a cheaper fare, I still always choose Indigo because of the service and comfort. But this time what happened was really unexpected.
I really don’t know what kind of help do I expect but I really want you to do something about this because it affected my health, you guys took the gifts I got for my family and my fiance and even after all this I had to go to the airport to collect my bag. You did not even provide me delivery.
To sum it up, I really need your help because it was not our mistake. We were on time. We were ready to pay for the excess baggage, we wanted to board our flight calmly but because of this service it was a havoc for us and on the top of it they threw our stuff in the dustbin like it was nothing.
Please please please look into this matter and please help me out regarding the same. I’m waiting for your response.
IndiGo customer support has been notified about the posted complaint.
