Indigo - Luggage Lost

I am writing to formally express my profound disappointment and frustration regarding the distressing experience my friend and I endured during our recent journey with IndiGo on April **, ****. Our travel itinerary included:

Flight *E ****: Tbilisi to Delhi

Flight *E ****: Delhi to Bangalore​

Flight Delay and Lack of Assistance:

Our ordeal began with a **-minute delay on our flight from Tbilisi to Delhi, resulting in our arrival at *:** AM instead of the scheduled *:** AM. Prior to our arrival, we had proactively requested assistance from IndiGo staff due to my friend's recent knee surgery, which limited her mobility. Unfortunately, our request was dismissed with the assurance that ground staff in Delhi would assist us. Upon landing, no such assistance was provided, leaving us to navigate the airport on our own.​

Baggage Mismanagement and Terminal Confusion:

At Delhi Airport's Terminal *, we were directed to baggage belt *, only to find our luggage on belt ** after a significant wait. This miscommunication caused unnecessary stress and delay. Furthermore, the airport's Information boards indicated that our connecting flight to Bangalore would depart from Terminal *. However, after considerable confusion and running between terminals, we were informed that the flight would now depart from Terminal *. This lack of clear communication and coordination is unacceptable.​ And even after multiple calls the bags have not been delivered to us yet. The bags have our medicines and I am diabetic and my friend has knee injury. Its already been a day we are without our medicines.

Unprofessional Conduct at Check-In:

At the check-in counter, a staff member tore our original boarding passes and issued new ones without proper explanation. She carelessly tagged our luggage, and upon our inquiry, she realized she had mistakenly sent our bags to a different flight. This error was only corrected after we insisted on confirmation, causing further delay and anxiety. Additionally, when we sought assistance for re-tagging, another IndiGo employee stated, "I don't know; I am a new joinee," reflecting a lack of adequate training and professionalism.​

Delayed Flight and Missing Luggage:

After finally boarding our rescheduled flight to Bangalore, we arrived only to discover that three out of our four checked-in bags were missing. Despite our immediate inquiries, IndiGo staff provided no direct response or assistance. After approximately **-** minutes of seeking help, we were informed that our luggage had been left behind in Delhi due to an error and would be delivered the next day. This oversight was particularly distressing as the missing bags contained essential items, including my reading glasses and my friend's insulin injections and medications.​

Lack of Accountability and Compensation:

Throughout this entire experience, there was a glaring absence of accountability, empathy, and professionalism from IndiGo staff. We were subjected to physical strain, emotional distress, and significant inconvenience, all without any form of compensation or sincere apology. The mishandling of our luggage, especially containing critical medical supplies, could have had severe health implications.​

Request for Redressal:

I urge IndiGo to:

Conduct a thorough investigation into the incidents described.

Provide a formal written apology acknowledging the shortcomings in service.

Offer appropriate compensation for the physical, emotional, and financial distress caused.

Implement measures to ensure such incidents do not recur, including staff training and improved communication protocols.​

I have also shared this experience on social media platforms to raise awareness and will consider escalating this matter to relevant consumer protection authorities if not addressed satisfactorily.