Complaint Details

Status	:	Un-Resolved
Complaint No	:	0157477/2026
Category	:	Travel
Date	:	19-10-2026
Subject Line	:	Check-in Baggage Not Included on my International Return Flight
Complainant	:	Zahid Fayaz Khan
Complainee	:	goibibo

Complaint Details
I'm writing to complain about a serious problem with my return international flight booking (PNR: 2DW5T4) made through Goibibo. I have tried to get this fixed through your support team five times without any result, so I am now writing to escalate it.

WHAT HAPPENED

While booking, I applied filters so that I would only see options that include both check-in baggage and cabin baggage for the entire journey. Based on your search results and the confirmation shown at the time of booking, I went ahead and bought the tickets.

However, the baggage allowance on my tickets is not what I was shown:

- Outbound flight (IndiGo, Mumbai to Medina): 25 kg check-in baggage plus hand luggage, as expected.
- Return flight (Kuwait Airways, Medina to Mumbai, 7 January 2027): only 7 kg cabin baggage and NO check-in baggage at all.

This does not match the filters I applied or what your platform showed me when I booked. I would not have bought this ticket if I had known the return flight had no check-in baggage.

MY EXPERIENCE WITH YOUR SUPPORT TEAM

I have contacted your support team five times, and each time I have been let down:

- 1st call: I was told a travel agent would fix this and contact me at the earliest. As of 19 October 2026, three days later, nobody has contacted me.
- 2nd call: The representative said her system was not working and promised to call me back within 30 minutes. I never received a call.
- Remaining calls: Nothing was done and nobody followed up with me.

WHAT THE AIRLINE SAYS

I also called Kuwait Airways many times. They told me that since the ticket was booked through Goibibo, only Goibibo can change the baggage allowance. They confirmed the ticket issued by Goibibo has no check-in baggage, and said that adding it now would cost around ₹30,000. This is far beyond my budget, and I should not have to pay it for a problem that came from the booking made on your platform.

HOW THIS HAS AFFECTED ME

This issue, and the lack of any response from your team, has caused me a great deal of stress and worry while I am trying to plan an international trip. I have also spent a lot of time and effort chasing this.

WHAT I AM ASKING YOU TO DO

Please do the following within 48 hours:

1. Get the check-in baggage added to my Kuwait Airways return booking (PNR: 2DW5T4, Medina to Mumbai, 7 January 2027), matching the 25 kg on my outbound flight or the standard economy allowance, at no extra cost to me.
2. Speak directly with Kuwait Airways so that the updated allowance is properly reflected on my booking.
3. Send me a revised e-ticket or written confirmation showing the corrected check-in baggage allowance.

If this is not resolved in time, I will have no choice but to file a complaint on the National Consumer Helpline and with the Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, and to seek reimbursement of any extra baggage charges and compensation for the harassment and inconvenience caused to me.

I would much prefer to get this sorted out quickly and without escalating further. Please treat this as urgent, as my travel date is approaching.

PNR: 2DW5T4
Contact Number: 7006076142

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