IndiGo is India’s largest and most preferred passenger airline and amongst the fastest growing airlines in the world.We have a simple philosophy: offer fares that are affordable, flights that are on time, and provide a courteous and hassle-free travel experience across our unparalleled network. We show that low cost does not mean low quality. With our fleet of over 320 aircraft, we operate well over 2000+ daily flights, connecting over 118 destinations (of which 32 international), welcoming 100 million customers on board last year. We have an industry leading on-time performance and one of the highest customer NPS in the Indian spanet. At IndiGo, we will continue to extend our scope, by spreading our wings internationally, developing from a domestic carrier to a global aviation giant.

Job Title: Officer (T) – AO&CS in the role of CBTU (Centralized baggage Tracing Unit)

Roles & Responsibilities

• Call the customers & keep them updated on the progress of their baggage tracing till the bag is recovered.
• Shall run World Tracer Reports every hour and maintain and update Master Excel
• Shall perform matches with OHD (On Hand Bags)
• On positive confirmation, coordinate with airports to ensure baggage is delivered to customer on priority.
• In case of no positive match found, coordinate with destination airport (where missing/damage file was created) to get real time status of the bag or claims.
• Once the bag is out for delivery ensure airport creates Baggage Delivery Order
• Update World Tracer files on real time basis from creation till closure.
• Initiate compensation process on MHB portal once the baggage is declared lost.
• Once the compensation amount is approved on MHB portal, coordinate with finance and customer to ensure compensation is paid out swiftly.
• Follow up with AOCS ISC/Finance till the compensation is approved.
• Maintain MIS on performance (KPIs)
• Shall outreach the customer every 8 hours and keep him/her updated, basis the status and comments in AHL/DPR file.
• Shall update the World Tracer - AHL/DPR /Stock ledger and baggage proration files on real time basis
• Keep the customer updated on the progress of the case till the time compensation is received.
• Ensure calling is done to each and every customer daily and work on high ageing cases
• Prime responsibilties is to minimize customer complaints on different channels and reduce over all ageing of Mishandled, damaged settlement cases.

At IndiGo, we believe in the innate strength of an energetic, diverse, and inclusive workforce, where the viewpoints and life experiences of our employees help us foster strong connection with all our customers. Our diversity equity and inclusion efforts are designed to attract, nurture, and advance the lives of our employees and customers irrespective of their, but not limited to, gender, race, color, religion, caste, creed, ethnicity, origin, language, social and economic status, sexual orientation, persons with disabilities, nationality, age, marital and maternity status.

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At IndiGo we are committed to fostering an inclusive and equitable workplace. All employment decisions are made solely on the basis of merit and qualifications, without regard to a candidate’s gender, race, color, religion, caste, creed, ethnicity, language, sexual orientation, marital status, maternity status, disability, or social and economic background’