Brijesh J. Trivedi
Bungalow No. 102, Lane No.1,
Sector 7, Satyagrah Chhavani,
Satellite, Ahmedabad 380 015
To
Customer Relations Officer,
Indigo Airlines,
Gurgaon, India

Subject : Damage to glass (mirrors)

Dear Sir,

I, with my family, took Indigo flight 6E 153 from New Delhi to Ahmedabad on 6th instant, I had four tickets. On 5th evening, I purchased 9 mirros for 8 bathrooms and 1 drawing room for my new house from New Delhi. I made inquiries on your number 0********38 and was initially given numbers of New Delhi Airport Authority for inquiring as to whether I can carry those mirros in the plane itself with me as hand baggage. The numbers were - (1) 25671968 (2) 25671579 & (3) 25671 580. Besides, I got two more numbers from \'Just Dial\' service. I was told on 5th itself by the airport authority at New Delhi that whether or not you can be permitted to carry glass (mirrors) inside the plane (aircraft) will be at the sole descrition of the particular airlilnes and hence, I should talk to your personnel. Again I contacted your number 0********38 and was assured that I can bring my glass (mirrors) and they will be lebbled as \'Fragile\' items and will be taken proper care of. At the airport also, Ms. Agjeet and other members of your staff took utmost care in seperating my glass items (in all six items) from my baggage and they were sent to the luggage compartment seperately by your staff members, after pesting \'fragile\' lebles on them. They took very great care and I was assured that everything will be fine and I will receive the goods intact at Ahmedabad Airport. When I was getting down at Ahmedabad Airport, I saw the ground staff putting these glass baggage alongwith other baggages in the trollies and I immediately rushed towards them for informing them to handle those items carefully. In fact, I was stopped by a security personnel and one member of your ground staff rushed towards me for asking as to what I want and I informed him that your luggage handling staff has put someones bag on my glass packet, which is to be handled carefully, otherwise the same will break. Even after my saying so, no care was taken and instead of seperating those glass items from regular luggage, the same were put on the luggage belt. The result was that in all out of total of 9 mirrors, 3 mirrors broke and I filed a hand written complaint and the same was received by your staff at the Ahmedabad Airport. The copy is with me. My luggage tag numbers, of which the damege is caused, are : 6E0000340817 & 6E0000340816. I have demanded a reimbursement of Rs. 3,000/- only, as being the actual cost of the mirrors. Please do the needful at the earliest and give the reimbursement as demanded in the written commplaint, which was filed on 6th of June, 2009 at the Ahmedabad Airport itself. In case no response is received, I may be constrained to take necessary steps, including filing of a complaint against your airlines in the competent forum and the entire liability as to costs and consequences shall be yours.

I hope to avoid any such eventuality. Besides, if you can offer me a return trip from Ahmedabad to Delhi and back at your cost and also give me the actual cost of mirrors, I would be glad to do that, so that the same mirrors can be purchased from New Delhi and you may be required to pay me only mirror and taxi chagges from New Delhi Airport to Pahad Gunj and back plus food and other miscellaneous charges. I am making this offer to you, as otherwise, I was satisfied with your services and as I would like to avoid any other situation. This offer of mine is open only upto this Friday.