IndiGo Airlines is drawing criticism yet again, this time for its poor handling of baggage damage claims and an inflexible compensation process. A recent passenger’s experience highlights not just the airline’s apathy but also its bureaucratic absurdity.
After a domestic flight from Delhi to Pune that followed an international connection, the passenger discovered that one of the wheels of their bag had been ripped off.
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A broken coffee bottle inside the luggage indicated significant rough handling. IndiGo accepted no real responsibility for the damage, instead offering a ₹2,000 voucher as compensation. To make matters worse, the travel insurance sold during the ticket booking, via ICICI Lombard, apparently covers lost luggage but not damaged items, rendering it essentially useless in this case.
The passenger, who rarely flies IndiGo, requested the voucher be issued in the name of a friend who travels frequently. What followed was a comedy of errors and over-the-top documentation demands.
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IndiGo’s team first attempted to call the passenger on an incorrect number. Then they rang the international number, despite being warned about roaming charges. Later, they called the new Indian number but at the wrong time, which the passenger had specifically asked them to avoid.
To authorize the transfer of the voucher, IndiGo requested ID proofs and a signed letter. Which does sounds reasonable. But then they upped the demand to a handwritten letter, an unnecessary and outdated ask for a minor voucher transfer.
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This rigid and exhausting process for a token gesture of goodwill reflects how little IndiGo values customer experience. With little competition left in Indian aviation, the airline seems to have no incentive to do better.
