If you have been a regular flyer, there is a high chance that you have been left with damaged or even lost checked-in baggage due to mishandling by the ground staff.
While there are rules to protect customers in such cases, flyers are unlikely to be compensated appropriately, as the airline and airport authorities blame each other for the damage.
Video of tossing boxes goes viral
A video has emerged on social media showing IndiGo’s baggage handlers carelessly tossing boxes into a trailer.
In the video posted by Twitter user @triptoes, two baggage handlers can be seen offloading small boxes from an airplane which are then tossed into a parked trailer.
“Hi @IndiGo6E is this how you handle all flight luggage everyday or today was special?” the Twitter user asked.
Hi @IndiGo6E is this how you handle all flight luggage everyday or today was special? pic.twitter.com/A15hN6RxeJ
— Dilli Wali Girlfrand (@triptoes) November 30, 2022
IndiGo soon clarified that “The boxes in the video shared are not customers’ luggage but instead, these are fast-moving, light weight containers carrying non-fragile cargo and packed by the shippers for us to endure fast maneuvers.”
Ms Goel, thank you for your feedback. The boxes in the video shared are not customers’ luggage but instead, these are fast-moving, light weight containers carrying non-fragile cargo and packed by the shippers for us to endure fast maneuvers. 1/2
— IndiGo (@IndiGo6E) December 1, 2022
“We’d like to assure you that our customers’ possessions are our priority and they are handled with utmost care,” the airline said.
Another video shows similar act
However, other users soon pointed out that it was not an isolated incident.
Another Twitter user, @bhavin_lathia, posted a second video showing IndiGo’s ground staff tossing boxes and even suitcases into a trailer.
In that case @IndiGo6E, do these look like fast-moving, light weight containers carrying non-fragile cargo?
They were throwing our luggage like they were rocks! pic.twitter.com/Xgsn3tP1iF
— Bhavin (@bhavin_lathia) December 1, 2022
“In that case @IndiGo6E, do these look like fast-moving, light weight containers carrying non-fragile cargo? They were throwing our luggage like they were rocks!,” he wrote.
Unsurprisingly, IndiGo did not respond to the second video.
Meanwhile, other Twitter users also shared their experiences of being left with damaged check-in baggages due to the mishandling of the airline staff.
What does the law say?
According to the Directorate General of Civil Aviation (DGCA), when passengers pay for a ticket, the airline becomes responsible for transporting the customer and his baggage.
According to the rules, in case of loss, delay or damage to baggage, the customer is entitled to a compensation of a maximum of Rs 20,000 per passenger. In case of delay or damage to cargo, it is limited to Rs 350 per kg.
How to file a damaged baggage complaint?
In case of loss, damage or delayed baggage, passengers must contact the airline and collect the Property Irregularity Report (known as PIR) before leaving the airport.
They must put in a written claim to the airline. In case of damaged baggage, the DGCA has directed the airline concerned to pay them for the repair of the flyer’s baggage or provide replacement baggage.
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