- Items missing from the luggage ^Open

Raghuram Reddy filed this complaint against Indigo Airlines on Apr 09, 2019

I am deeply saddened and in pain and anger to bring to your notice the issue of theft from my checked-in luggage from Kochi to Male Indigo flight No *E-*** (attachment enclosed). I along with my friend Vivek Krishnan were travelling to Bengaluru from Kochi airport and had checked in my bag at Kochi airport on the boarding pass of my friend Vivek Krishnan. The bag contained essentials as well as a new travel neck pillow and new Bose headphones along with liquor bottles brought from the Duty-free shop at the Maldives. When I got off the flight at Bengaluru airport and collected my luggage from luggage belt, I found that the zip of my bag was open and the neck pillow, few tee shirts and the headphone were missing. I immediately approached the baggage section and reported the issue to Siddharth who was the supervisor at the baggage section on domestic arrival on **.**.**** at **.** hrs.
He verified that the checked in weight at Kochi was more than what my bag weighed here at Bengaluru (more than */* kgs less). This itself proved that things were stolen from my bag by someone or the other who is directly employed or is indirectly associated with Indigo. Thorough check in the flight and the cargo bay at the Bengaluru airport was carried out but nothing was found that day. I was told that the process has been initiated from the baggage section but would require me to write an email to make the process work.
I would like to bring to your notice that I have been a globetrotter but this incident of theft has never happened to me and is a terrible experience. I always thought that Indigo is a professional airline with multiple accolades for its service but that bubble has burst now. I have lost things amounting to **,*** INR and would like you to expedite the process because I want my valuables back ASAP. In case the action is not swift and you are unable to find/track the person who did this, I will be forced to take a legal course and that would bring bad name to the carrier and will lead to loss of your customer base because I would never recommend anyone in my family or my friend circle to travel with an airline where incidents like theft can happen.
This is the response I get:
Dear Mr Reddy,
Thank you for choosing IndiGo. With reference to your concern raised at Bengaluru airport, we deeply regret the inconvenience that may have been caused to you. Our endeavour has always been to deliver bag at the destination in good condition. We are therefore concerned to note your comments about the baggage services. We would like to inform you that as per Conditions of Carriage (“COC”), a case of misplaced/damaged baggage (such as yours) is governed by the COC of IndiGo. The COC is in the nature of a binding contract between the airline and the passenger who chooses to fly with it. Therefore, every passenger who chooses to fly with IndiGo agrees to be bound by its conditions of carriage. The baggage rules in the COC state that in the case of lost/damaged baggage, IndiGo’s liability for any loss or damage to baggage is limited to INR *** per kg. In addition to that, as per our records, there was a weight difference of ** kilos when you reported at arrival. Therefore, in accordance with our COC, we would like to offer you a monetary compensation of INR ***. We would request you to share your account details to enable us to transfer the said amount through NEFT. Please provide us with the given below details:
· Account Number
· Account Holder Name
· Bank Name
· Bank address
· IFSC code
· Scanned copy of the cancelled cheque
· Government id proof
Further, as we understand the inconvenience caused to you and a step towards restoring your faith in us, we would like to offer you a travel voucher of INR ****. This voucher can be used for your future reservation on any sector by simply quoting the voucher details to our call centre executive at *********** or by visiting our website www.goindigo.in
Below are the terms and conditions of the voucher:
*. Voucher will be valid for * months from the date of issuing.
*. Voucher will be name restricted.
*. Issued voucher will be for single use and it cannot be used partially.
*. One voucher can be used under one PNR.
May we request you to kindly provide us with the acceptance of the voucher to enable us to process the same from our end. We wish to clarify that the baggage rules in the COC state all medication, valuables and precious items ( money, jewelry, photographic / video & or other optical equipment, computers and other electronic equipment, computer software, silverware, glassware, securities, bonds, business and personal documents, samples, paintings, artifacts, other work of art, antiques, research, unique or irreplaceable items, scholarship items / documents, irreplaceable books or publications or similar valuable items are not covered under any loss or damage policy of IndiGo.) and items which are fragile or perishable should be carried in Cabin Baggage and not in Checked Baggage. IndiGo is not responsible for these items.

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