We did believe that Indigo Airline is a customer friendly & one of the esteemed organization in service sector. So I booked a ticket for my parents. So my elderly parents were traveling from Agartala to Chennai through a connecting flight from kolkata on 9th April 2014.
They have handed over their luggage at Agartala counter in a perfect condition, it went through all the scan & got the boarding pass.
On arrival at Kolkata, they collected their luggage and again went to c/in for their Chennai flight (6e504). Their luggage were in perfect condition till then. After collecting their boarding passes they went for the security check when they were called back to be informed that their luggage was damaged and their ticket has been cancelled as they cannot travel with damaged luggage. And the most ridiculous thing was they said my mother can travel but my father cannot and why he has brought her along with him as her ticket was not cancelled and to come to this place were they were called to identify their damaged luggage. There was no assistance at all keeping in mind that they are senior citizens and not familiar with the ways inside the airport and also not comfortable to step on a escalator. My father objected saying that if he does not travel my mother also does not. The groundstaff whoever was handling them said there was only one option in which he has to sigh no objection for the damaged luggage and only then can they both travel, as the time was nearing to board the flight he had no option but to sign that form and then was he allowed to board the flight. This is utter harassment for elderly passengers travelling by themselves. Such treatment is not at all expected from such a renowned airlines as yours. Henceforth, I will definitely think twice before booking any flights with you.
Thanks,
Siddhartha