I have flown with many airlines but this one PHEW
I have flown with many airlines, but this was one of the most disappointing experiences I’ve had with IndiGo. As a corporate passenger, my ticket clearly stated 10 kg cabin baggage and 15 kg check-in baggage. I was carrying only 5 kg of excess baggage, and I was prepared to pay the applicable excess baggage charges. Instead, I was told that my laptop bag would also be counted because my cabin suitcase already weighed 10 kg. Effectively, I was charged for the laptop bag as well. The result? ₹7,600 in excess baggage charges for just 5 kg over the allowance—an amount almost equal to the cost of my one-way airfare. It felt completely unreasonable and disproportionate. What made the experience worse was the complete lack of flexibility or customer-centric thinking. Business travellers routinely carry a laptop bag in addition to cabin luggage, yet there was no willingness to apply any practical discretion. Policies are one thing, but customer service is another. Charging loyal customers such an excessive amount over a few kilograms leaves a very poor impression and feels more like revenue generation than fair service. This experience has seriously made me reconsider flying with IndiGo in the future. There are plenty of airlines that enforce their baggage policies while still treating customers with fairness and respect. Unfortunately, this was not one of those experiences.