Can Indigo deny responsibility after airport staff accidentally checked in an untagged bag?
My parents were travelling from Amsterdam to Mumbai on 21st April with Indigo. They checked in 3 bags at the airport counter. While tagging/check-in was happening, the staff accidentally pressed the belt/send button and all 3 bags went down before one of the bags was properly tagged.
We immediately informed the staff that one bag had gone without a tag and asked what would happen. The counter lady told my parents not to worry and said they would receive the bag in Mumbai.
After landing in Mumbai, only 2 bags arrived. One bag is completely missing.
Now Indigo is refusing to take proper responsibility and keeps giving unclear responses. We have already explained multiple times that this happened because of the airport counter staff’s mistake, not ours.
Has anyone faced something similar with Indigo or international baggage handling? What should be the next step here? DGCA complaint? Consumer court? Airport authority?
Any advice would help.