Airlines handling luggage and their rough treatment with customers have been an issue from quite some time now. Many times this issue has attracted attention of civil ministry and the same is raised for discussion in parliament.

But all the debates, discussion and decisions are not implemented and its airlines who always performs according to their will in terms of fees, excess baggage charges, treatment of complaints and customers.

In recent issue raised, it came out that the airline Indigo is worst performing airline for consumers. It is very rigid and the way they behave with consumers and charge for just one kg or two kg overweight of air baggage, this has not been taken very well and the committee is looking into the matter seriously.

As per news published on December 28, 2018:

IndiGo worst performing airlines for consumers; Air India’s luggage policy best: Par Panel

"Every single member (of the panel) is disgusted with the way some private airlines are operating but more so with IndiGo, it is discourteous," parliamentary panel chairman Derek O' Brien said.

TMC MP O’Brien, who heads the Parliamentary Standing Committee on Transport, Tourism and Culture, Thursday said the panel had taken strong note that during festive season some airlines were charging 8-10 times more than the normal fares. The Civil Aviation Ministry comes under the purview of this panel.

O’Brien asserted these were not only his views but of all members of the panel who were from different parties.


Meanwhile, IndiGo in a statement said, “As an airline our endeavor is to minimize extra hassle right from the airport entry, check-in to boarding and create more convenient experience for our customers. We, therefore, evaluate every complaint/feedback rigorously and develop training modules keeping the customer sentiment very much in mind.”

The airline further said it ensured that the staff was not only given regular coaching to handle situations but also laid emphasis on individual empowerment so that the staff was equipped to make the customer experience more courteous and hassle-free.

Underlining that there were many problems in the aviation sector, the TMC leader said, “The committee has recommended that cancellation charges can’t be more than 50 per cent of basic fare. Tax and fuel surcharge collected should be refunded to passengers. Airlines are charging too much.”

On the luggage policy, Brien said the national carrier had the best luggage policy and the other private airlines should also enhance the baggage limit. “Air India has best luggage policy. The maximum luggage limit prescribed by the airlines, except Air India, should be enhanced,” he said, adding that baggage charges are also on higher side.


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