Indigo Airlines — IRRESPONSIBLE BEHAVIOR OF INDIGO GROUND STAFF AND CUSTOMER CARE

Address:

Coimbatore, Tamil Nadu

My wife and son travelled from Bangalore to Dubai (Ref: LRH6CT). At Bangalore, they were issued boarding pass only upto Hyderabad. At Hyderabad, my son was refused boarding pass to Dubai stating that " OK to board" is not available. He was out o[censored]AE for more than 8 months. I paid the penalty and they were having copy of NOC from the Dubai Immigration.

When I wife called from Hyderabad, I wanted to get the correct information or requirement. The staff at Hyderabad were simply saying that "ok to board" is required. I called the call center and explained that my son was having valid resident visa and copy of NOC. From call center, they were telling that OK to board is not required if he is having valid visa. Hyderabad staff not giving clear information from whom I need to get clearance. One staff is telling, Immigration another staff is telling to get clearance from counter at airport.

Office at Dubai Termianl-1 is locked. Luckily , one staff came to get something from office and rudely directed me to go to airlines office located elsewhere.
My complaint is, your customer care staff are not clear of the procedures and they are unable to guide me properly. Airport staff are not ready to listen or explain anything to the passenger or not even ready to talk to their own customer care staff.


If they have objection at Bangalore, why they did not tell them? Booking reference from Bangalore to Dubai is same. Why they allowed to travel to Hyderabad and objected Boarding pass to Dubai? Why the passenger has to collect the luggage at Hyederabad and recheck in for Dubai?

I received a standard formatted reply for my complaint with Indigo website stating that their staff will be trained to be polite. But none of my queries were answered. The following was their reply

"At the outset, we sincerely apologize for the inconvenience caused to you.

With regards to your mail, we have taken cognizance of your comments and the spirit in which you have shared your feedback. We regret to note that your recent travel with us has not been up to your satisfaction.

We are therefore concerned to note your comments about our Airport and customer care services. Your feedback has been shared with the concerned manager who has in turn counselled the staff member to be more polite, careful and proactive in going beyond their call of duty thereby assisting customers to their satisfaction. Additionally this has been shared with the corporate learning and development team to ensure they touch such training issues in their regular refresher training plans. We sincerely regret the inconvenience caused to you in this regard.

Moreover, your valuable feedback will make a difference as it plays a critical role in enhancing quality of our customer service and achieve our goal to exceed customer expectations."