Today
Today, we traveled from Varanasi to Hyderabad on IndiGo flight 6E 504, and then from Hyderabad to Tiruchirappalli on 6E 2073. Unfortunately, we had a very disappointing experience with IndiGo. From inside the aircraft, we could clearly see the ground staff handling passengers’ luggage. They were throwing the baggage around carelessly, lifting and tossing it onto the conveyor belts without any concern. We even recorded a video showing how roughly the luggage was being handled. This kind of treatment does not give customers any confidence that their belongings are being cared for properly. We witnessed it with our own eyes, and I have the video as evidence. I am prepared to share it publicly if necessary. In my opinion, IndiGo’s baggage handling is extremely unprofessional. It seems that customer property is not treated with any care or respect. Even the flight itself felt unusually rough during landing and taxiing. When we collected our luggage at Tiruchirappalli Airport, we found that our suitcase had been damaged. The zipper had been completely pulled away from the body of the suitcase, making it unusable. We reported the damage to an IndiGo staff member named Praveen, but we did not receive a satisfactory response. This is the second time this has happened to us with IndiGo. Last year, when we traveled to Kuala Lumpur, our suitcase wheels were completely broken during the journey. We filed a claim, but we received neither compensation nor a replacement suitcase. We felt that our complaint was simply ignored. Now, once again, we are facing the same situation. We have photographs of the damaged suitcase, and I will upload them as evidence. The damage is clearly visible and cannot simply be dismissed as a zipper issue. We have not yet opened the suitcase. Only after opening it will we know whether any items inside have been damaged or are missing. After seeing the way the baggage was handled, it is difficult to have confidence that our belongings were treated safely. Based on our repeated experiences, I cannot recommend IndiGo to anyone. Offering low fares does not justify careless handling of passengers’ luggage or poor customer service. Passengers deserve respect, proper baggage handling, and fair compensation when damage occurs. I sincerely hope IndiGo improves its baggage handling procedures and customer support so that other passengers do not have to go through the same experience we have had. They are now saying that they will provide me with a voucher instead of proper compensation. However, this voucher can only be used to purchase another IndiGo ticket, which means the money ultimately goes back to IndiGo. That is not genuine compensation. The damaged suitcase is worth approximately €60, but they are offering only ₹500, and even that is in the form of a voucher instead of cash. This is completely unfair and unacceptable. In my opinion, misleading customers in this way and offering such inadequate compensation is unethical. Treating passengers—especially international travelers—in this manner creates a very poor impression. Customers deserve fair compensation for damaged property, not vouchers that force them to spend more money with the same airline. I sincerely hope IndiGo reviews its customer service policies and starts treating its passengers with the fairness, respect, and professionalism they deserve.