'Thank You For Taking Care', Passenger Slams IndiGo After Receiving Damaged Luggage
An IndiGo passenger has hit out at the airline for their poor handling of luggage that allegedly resulted in her trolly bag being damaged.
The passenger, Shrankhla Srivastava who was on an IndiGo flight from Bengaluru to Delhi on Thursday also shared a photo of her bag, which clearly had cracks on it.
Thank you IndiGo
"Dear @IndiGo6E, Thank you for taking care of my luggage," the Srivastava wrote on X.
How IndiGo responded
IndiGo had a template response to Srivastava and said "Hi, we sincerely regret the inconvenience caused. We request you please allow us some time to check. We'll connect with you."
However, it is unclear from the social media interaction if the airline has reached out to the customer, as neither side has provided any updates on the matter.
Reacting to the controversy, IndiGo, in a statement on March 26 said, "We are aware of an image circulating on social media regarding a passenger¡¯s experience with their baggage while travelling with IndiGo. The passenger didn't report this incident to the customer service team on arrival. However, we are looking into the matter and have provided available redressal through vouchers. We sincerely regret the inconvenience caused to our passenger."?
Others share similar stories
In the meantime, many on social media shared similar experiences with the airline.
Others suggested that it was better to switch to soft shell luggage as hard shell bags don't last with rough handling at Indian airports.
Blame it on cheap bags not airline
Most people on social media criticized the airline for their poor handling of luggages, some sided with IndiGo.
"Don¡¯t worry Indigo, her luggage looks old any way," one person wrote.
"Blame the trolley company and not IndiGo. Buying such cheap trolleys at 90% discount from online portal will result in this only," another person commented.
What the rules say
According to the DGCA's policy in case of baggage loss, delay, or damage, the liability is limited to INR 20,000 per passenger.?
To claim the compensation, the passenger should file a written complaint with the airline and collect Property Irregularity Report (PIR) before leaving the airport.
However, the rules state that if in the normal course of handling the luggage may acquire minor wear and tear including minor cuts, scratches, dents, or soil, for which the airline may not be held liable.
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