IndiGo Airlines damaged my checked-in baggage during a domestic flight. What followed was not just poor service—it was a masterclass in corporate evasion.

At the arrival airport, IndiGo staff refused to inspect the damage, directing me to “write an email” instead. When I did, they responded with a ₹1,000 travel voucher—without consent, without investigation, and without any legal basis.

After weeks of follow-ups and over 60 emails, they now cite an internal ₹350/kg compensation policy—a clause that is not only arbitrary but legally unenforceable under Indian aviation law.

The airline is legally bound by the Carriage by Air Act, 1972, the Montreal Convention, and the MoCA Passenger Charter.

Legal Violations:

1. Carriage by Air Act, 1972 (Montreal Convention): Rule 22(2): Liability is capped at 1,000 SDRs (~₹115,000) per passenger—not per kilogram. Rule 26: Any clause limiting this liability is null and void.
2. MoCA Passenger Charter (Feb 2019): Compensation for damaged baggage is capped at ₹20,000. : ₹350/kg applies to cargo, not passenger baggage.
3. Consumer Protection Act, 2019: Mental harassment and unfair trade practices are actionable.

IndiGo has ignored these regulations, refused to engage with clause-based rebuttals, and continued to send templated responses. Over 60 emails and multiple calls later, I am left with no choice but to escalate this publicly.

Despite these clear legal provisions, IndiGo continues to push its internal ₹350/kg formula, ignoring government regulations and refusing to engage with clause-based rebuttals. Their responses are repetitive, templated, and evasive, showing a complete disregard for consumer rights and regulatory compliance.

This pattern of behavior is not just negligent—it is deliberate and systemic. It reflects a corporate culture that prioritizes internal convenience over lawful accountability and passenger dignity.

😡 Emotional Toll:

• Repeated evasion and refusal to acknowledge legal facts
• Coercive phone calls despite my request for written communication
• Mental distress and wasted time over a clearly documented grievance

 
📢 Why This Matters:
Passengers deserve compensation based on law, not arbitrary internal policies.
Airlines must be held accountable when they misrepresent legal obligations.
Regulatory bodies must intervene when consumer rights are repeatedly violated.
 
If you believe airlines should follow the law and treat passengers with respect, sign and share this petition. Let’s demand transparency, accountability, and lawful conduct from IndiGo Airlines.

Passengers are not cargo. Let’s make that clear.

#IndiGoComplaint #ConsumerRights #PassengerCharter #MontrealConvention #MoCA #DGCA #AirSewa