I travelled by Indigo flight 6E 242 on 15th October from Ahmedabad to Kolkata alongwith my family (Booking reference number NFB7DM and CF6CAQ). We had 3 checked in baggages and 4 hand baggages. At Kolkata airport one of the checked in baggage was received very late and it was in open condition wrapped in a polythene sheet. This is despite the fact that this baggage is a VIP Maxima suitcase with 1 centre lock and 2 side locks and all the 3 locks were still secured when the bag was received by us at the Kolkata airport. When we questioned the Indigo ground staff about the damage and possible pilferage from our bag they said that we had over stuffed it so by internal force it got opened.
I explained to them that if a bag is overstuffed and locked then if the bag opens by internal force then the locks would have broken. This explanation they are not ready to accept. I even stuffed everything inside the bag but since the locks were not working so I could not close the bag completely.
Furthermore they were not willing to give us any acknowledgement that the bag has been received by us in damaged condition. They continued saying that they would get the lock repaired and give to us. Regarding the contents of the bag they asked us to check if everything was intact. Since we had 2 more checked in baggages and 4 hand baggages and there was no space available where we could check the contents in totality I told them that the valuables in the form of a digital camera is there but regarding the clothes it would be possible for us to verify only after we reach home and tally the contents of all the bags. The 2 airline staff present Mr Deepak Anthony and Mr Anupam Banerjee agreed to me.
Since for 2 hours they didnot give any written acknowledgement of the damage to our bag so I had to write the compliant in a plain register kept by them over there and told that within 2 hours someone from customer service would get in touch with me.
After reaching home when we checked all the contents we found one pair of shirt and trouser missing.
Since there was no communication from the customer service till 7.30 pm on 16th october so I wrote a mail to them describing everything.
The Airlines is now saying that since I didnot make official complaint about the missing articles so they won't accept the claim and regarding the damaged bag they would get it repaired and return to me.
At no point during our discussion at the airport did the Indigo staff mention that once we leave the airport our complaint if any for the missing articles will not be accepted.
Such a treatment by one of the best on time airline is highly undesirable.
Please provide me the solution to this problem.
Regards
Sanjay Agarwal
Mob:9088012200 / 9831712200
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