This is with regard to deficiency of service in handling my checked-in luggage during my travel from Hyderabad to Mumbai on 20th August.
The fact was my checked-in luggage was not even security tagged when it was checked-in at Hyderbad airport besides airlines claim that security locks on open zips shall be provided by airlines upon customer request, finally my bag was found open when i collected in Mumbai and there was petty thefy of my Ray Ban sun glass.
Immediately i had shown the opened bag to Indigo security officials at Mumbai airport and also lodged a complaint regarding missing of my Ray Ban sun glass worth Rs.8000 plus.
Subsequent to my email complaint lodged with their central security cell the following were their reply with utter disregard to the safety process which they failed to follow but also justifying their act by citing their silly non-liability clauses.
" Dear Mr. Bhavanishankar, Thank you for writing to IndiGo. We acknowledge the receipt of your mail. My colleague Ms. Neha Rohilla is personally looking into your case and will revert you shortly. Further, your service request number is 146933. May we request you to bear in interim.
Best Regards Harish NakraCustomer RelationsInterGlobe Aviation Limited("IndiGo")Level 2 Tower C Global Business ParkM G Road Gurgaon Haryana 122002 IndiaF +91-124-4068536 W www.goindigo.in
From: [email protected] [mailto: [email protected]]
Sent: 22 August 14:51
To: IndiGo Customer Relations
Subject: Re: Missing of Ray Ban Sun glass from checked-in luggage VKWFBF 146292 Dear Neha,
Noted contents.
Can anyone explain why even checked in luggage tag was not put on the luggage by your Hyd airport security?
When I picked up the luggage at Mumbai conveyor belt there was neither checked-in luggage tag nor the security lock in tag on all the open zips which was shown to your airport baggage services personnel.
I can selectively understand that you apply security lock-in tag on open zips but how come checked-in luggage passed the security without check identity tag showing my luggage was checked in Hyd to Mumbai before it was put on the flight.
Assuming my luggage was not loaded in the same flight how Indigo was going to identify my luggage and cross verify with the tag pasted on back of my boarding pass before handing over of the luggage to me? This was clearly a non compliance with respect to any security process.
Does that mean that if my luggage was picked up by any one even inadvertently and returned to say
your baggage services dept can you explain how would you accept first. Of all my claim of missing luggage without the proof of matching tag in my bag?
So there are so many loop holes or open ended question with respect to how my checked in luggage was mishandled by indigo and unfortunately your replies seems not touching any of these aspects and you wanted to only highlight your non liability clauses. Without accepting the facts. Also I had shown the open zips and bag handle open etc and you ground handling staff took photo of that.
In view of above I would like say that there was service level deficiency and it has nothing to do with my choices.
Please get back to me with solution amicably else I would like to approach consumer forum/ press to seek redressal of my complaint with indigo stating deficiency of service.
Thanks
Jayakumar
From: IndiGo Customer Relations Date: Wed, 22 Aug 07:24:11 +0000
To: Jayakumar Bhavanishankar
Subject: RE: Missing of Ray Ban Sun glass from checked-in luggage VKWFBF 146292
Dear Mr. Bhavanishankar, Greetings from IndiGo! With reference to your mail, we sincerely regret the inconvenience caused to you in this regard. Further, I would like to confirm that seal is used to safeguard the baggage and is applied on the baggage as per passengers request and is not followed as a policy. We are therefore concerned to note your comments about the baggage services. Moreover, we wish to clarify that the baggage rules in the COC state all medication, valuables and precious items (cameras, jewellery, money, mobile, electronics, etc.) and items which are fragile or perishable should be carried in Cabin Baggage and not in Checked Baggage. IndiGo is not responsible for these items. However, post investigation done with the help of the Airport team, I personally assure you that a thorough search has been made at every possible location; however, we regret to inform that we have been unable to locate the said item. On receipt of your complaint, all the loaders were thoroughly frisked and checked however; they did not establish any pilferage happening with the said bag. Nevertheless, we have shared your mail as a strong feedback with the concerned airport teams and with manager security for further review and to ensure baggage delivery as per the standard practices. Further, we will continue to search for the missing item, and if we do locate it, we will promptly return it to you. Once again, we thank you for sharing your views with us, as it plays a critical role in enhancing service deliveries and achieve our goal to exceed customer expectations. Notwithstanding the above experience, we hope that you would give us another opportunity to serve you again on board.
Best Regards Neha RohillaCustomer RelationsInterGlobe Aviation Limited("IndiGo")Level 1 Tower C Global Business ParkM G Road Gurgaon Haryana 122002 IndiaF +91-124-4068536 W www.goindigo.in
From: Jayakumar Bhavanishankar [mailto: [email protected]]
Sent: Monday, August 20 9:44 PM
To: IndiGo Customer Relations
Cc: [email protected]
Subject: Missing of Ray Ban Sun glass from checked-in luggage VKWFBF 146292
Hello, This has with regard to above subject. Today i travelled by Indigo flight 6E 247 from Hyderabad to Mumbai (Seat No.12B) and i found my bag side zips were found to be open when i picked it up from conveyer belt in Mumbai. While checking I found that my Ray Ban sun glass worth approx Rs.6000/- was found missing which was kept on the side pocket. Unfortunately to my surprise i found none of the zips were sealed as generally done for security as well as to avoid any of these small thefts. While checking at your baggage services - service personnel at Mumbai airport the simple answer to above question was it was being done selectively upon request by flying guest. I found that this answer was really unsatisfactory and did not provide any solution. Further she asked me to send an email registering the compliant formally from end. The checked - in luggage tag ref: VKWFBF; 6E 0312606026; SEQ-0155; I request Indigo customer relation to take above input seriously, investigate and provide a solution at the earliest. This is my humble request as i hold Indigo at my highest esteem that i don't want to be let down eventually. Look forward to hear from you at the earliest. Thanks Jayakumar BhavanishankarCell: +91 87909 75691IndiGo now connects Chennai, Hyderabad & Kochi daily & direct to Dubai starting August. Also introduces second daily & direct flight from Delhi to Dubai & Bangkok. Book now @ www.goIndiGo.in
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