A recent Instagram post has shed light on an unsettling experience faced by a passenger flying with IndiGo Airlines. The passenger took to social media to share her grievances regarding what she claimed was an unfair demand for an additional baggage fee despite having already paid online.
The passenger’s ordeal began after she arrived in India from an international destination and booked a domestic flight with IndiGo. Anticipating the need for more than the allowed 15 kg of baggage, she opted to pay online for an additional 20 kg. However, upon reaching the check-in counter, she was allegedly asked to pay again for the same baggage.
In her Instagram post, she conveyed her bewilderment, mentioning that she was aware of the limitation of allowing only one check-in bag of 15 kg on IndiGo Airlines, foreseeing the necessity for more than one bag.
“I paid for an additional 20 kg online to fly this domestic flight. When I arrived at the counter to check in, the lady at the counter asked me to pay for the additional bag,” she said.
Despite her insistence that she had already paid for the excess baggage online, the counter staff reportedly insisted on an additional payment. This situation left her with a sense of coercion, feeling pressured to comply and pay the demanded amount as if she had no other option.
The passenger questioned whether the online payment for excess baggage automatically included the provision of an additional bag, or if she was expected to carry the paid-for 20 kg in her hands.
She emphasised in her post that during her online payment for excess baggage, there was no option provided to pay for an additional check-in bag.
Nevertheless, she travelled again the following day with the same baggage status. Interestingly, on this occasion, she was not required to pay any additional charges, as the staff acknowledged her online payment for excess baggage.
In the video, she also sought clarity on whether her experience was an isolated incident or if other passengers had faced similar discrepancies in baggage policies.
“Did I get cheated?” she asked in the video.
Her post urged others to share their experiences, stating, “I feel when we don’t speak about such experiences, it encourages the arrogance and dominating behaviour of companies such as IndiGo Airlines.”
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