- Laptop weighed as handbag during checkin Open
While travelling on 4th Dec 2018, I faced an unique scenario, which left me wondering about the customer satisfaction and service, which a brand like Indigo claims to provide. During checkin of my luggage, one Ms Bhavna of indigo, who was sitting in the baggage drop counter insisted that the laptop bag of mine, which had a laptop and charger, has to be weighed in as a cabin baggage together with my handbag of 7kgs. Naturally the weight of my hand baggage increased to more than 12 kilos(some 5 kg for the laptop + 7 kg of my handbag). She claimed an extra baggage charge of 3600 INR, and refused to talk to me. She just kept on saying that laptop bag has to be weighed in and when I asked her to verify Indigo handbag policy, she rudely replied that I should instead go through the baggage rules. Not only was she rude but when asked about if there was a change in Airline policy about accessory bag(like laptop), she was not only ignorant of basic travel norms followed in all airlines, both domestic and international but instead stopped replying. I was traveling alone and did not know what to do next. So I called my husband, based in Germany to find a way out. He suggested me to go and talk to the manager. I then went to talk to the lady managing the lines and inquired about baggage rules. No help provided. Meanwhile, my husband made international call to indigo call centre and re-verified the policy. But since I was not allowed,I had to throw away my stuff from handbag to check in and catch the flight. This was the most traumatic experience, as I would have missed out my flight if I was an late in checkin. Later when we contacted Indigo, they just closed the issue stating they cannot do anything in this regard, as she did take the flight and was not charged for her laptop. The reason, she was not charged for extra baggage was because she threw away her stuff from her handbag to accommodate for the extra weight of the laptop. Even Indigo did agree that laptop bags should not have been weighed in as check-in baggage, as per Indian Aviation rules, but they are not ready to pay for any financial loss, not to mention the mental stress I had to take, for Indigo not following handbag rules
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