I am writing this after grave discomfort which Indigo Airlines has caused me. My mother traveled in Indigo Airlines on 9th March from Hyderabad to Jaipur and gave her CHECK IN baggage on the boarding counter 1hr 30min before the scheduled departure.
After she boarded the flight a cabin crew member reached out to her and showed a picture of her baggage asking if that was her’s. Then the ground staff came and escorted her out of the plane. She was immensely embarrassed as everyone in the flight was looking at her with humiliation as if she was a terrorist.
On the way to the baggage the ground staff told her that somehow the security sticker was either not stuck or it was peeled off due to some reasons. She can either go all the way to airport entrance and get it cleared or Indigo guys will get it for her and send it back the next day at her doorsteps.
He also said that my mother can wait but that will delay the flight. My mother understood and trusted Indigo and boarded the flight. I called Indigo again the next day asking for the status of the bag. They told me that the baggage was with the airport LOST AND FOUND!
I was startled to hear that, when she gave the luggage at the boarding counter how the heck it reached to LOST AND FOUND! I spend 1hr on call and got no proper response. So I asked the guy to forward the call to his senior(Mr. Vishnu)
Now Mr.Vishnu gave me a cooked up story assuming the luggage was a hand baggage. When I told him that the baggage was a check in bagagge, he assured me that he will personally look into the matter and call me back in 20 mis. I received no call.
Out of extreme anger I called Indigo again and asked them to connect to Mr. Vishnu bud that irresponsible Vishnu left for the day! After spending almost 4 hrs in all this drama I decided to go to the airport myself and get things sorted. So as a last attempt I called Indigo, airport office(RGIA).
They asked me not to come to the airport as they can sort this out if I send them a photo ID proof, Boarding pass copy and a letter of Authorisation and they can get things done for me and will update once they receive the baggage. Later they confirmed that they received all the required documents and will dispatch the luggage from evening flight on 11-03-2015.
I called the baggage counter again today a few mins ago to check with the status(after 2 days of delay, I wanted to make sure that everything goes on as planned). I was told that I have to personally go to the airport and get the baggage relieved from the airport authorities. Then he aks me to call the luggage dept. on 040-24255052
I tried calling them but no one picked up. after trying again and again he picked the receiver and put it down. Then he picked up and kept it on one side(I was able to hear people giggling on the other side). Since then I kept calling them almost more than a dozen times and no one is picking.
INDIGO be a little careful and stay on your words! Because of you my mother is not able to take her medicine which is there in that luggage.(those are ayurvedic medicine, not easily available)
According to me you were the best airlines in India but after all of this I am assured that you are not!