Indigo Airlines - Urgent Complaint Regarding Staff Conduct at Edinburgh Airport PNR

Dear Indigo Airlines Customer Service,

I am writing to formally raise a complaint about an extremely distressing experience I had with a staff member of Turkish Airlines at Edinburgh Airport on August *, ****. My PNR number for the connecting flight from Edinburgh to Istanbul and then to Mumbai is Y***JH.

As a student residing in Edinburgh with no part-time job, I was traveling on a ticket that included a **kg baggage allowance. However, the staff member at the Turkish Airlines counter insisted that the allowance was ** pieces of baggage rather than **kg. Despite my repeated attempts to show my ticket and clarify that the allowance was indeed **kg, the staff member refused to acknowledge this and became increasingly aggressive.

I was prepared to pay for the excess baggage, estimated by the staff to be **kg. However, the initial quote provided was £**** GBP, which was far beyond my means. I requested a confirmation of the charges from the airline but was told that this amount was dictated by Indigo, not Turkish Airlines. Despite my attempts to contact Indigo directly and raise an issue via the app, I received no response. After an hour of stress and trying to secure funds from others, the staff member issued a bill for £**** GBP, which was a considerable increase from the initial quote.

The staff member, identified only as "Kim" (though I doubt this is her real name), was uncooperative and refused to provide a receipt or assist further. I managed to obtain a receipt only after insisting. Despite promises, I never received the detailed bill via email. Upon checking, the correct baggage charge should have been £* GBP per kilo, which contradicts the amount I was charged.

This experience caused me significant stress and anxiety, exacerbated by my pre-existing mental health condition. I find it unacceptable that such treatment was meted out by a representative of an airline associated with Indigo, which I had trusted as an Indian airline.

I am requesting an immediate refund of the excess charges and a thorough investigation into this matter. If this issue is not addressed promptly, I will be compelled to raise this matter on social media to highlight the distress caused.

I appreciate your urgent attention to this matter and look forward to a resolution.

Best regards,

Rudali Patil