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[Resolved]  Indigo Airlines — Harassment and Non co-operation from Asst. Manager of INDIGO Airline in Kolkata Airport

I arrived at Kolkata Airport at 5.20 am., 35 mins. before departure of INDIGO 6E-320 (i.e. 5.55 am.) today morning on 17.10.10. And the 10 mins late was due to some illness. But the Asst. Manger at Dumdum Airport was NOT ready to listen to anything and he didn't allow me to take the boarding pass. I missed my connected flight also from Mumbai by Air-India - though they were very co-operative regarding this in all possible way. I have never seen such an arrogant/adament person in any airline that I saw today at Kolkata Airport in INDIGO. I travel frequently by Indigo and everytime the flight also gets delayed by 15-20 mins - then in that respect I also bear with the airline. But I never expected such a behavior from an renowned airline personnel in return. I have shared my experiences at my MBA college and with a lot of my friends who travel by Indigo. They were also taken aback by this behavior. And again there was NO seat available for the next flights and one was available with 7000 extra charges that was also at evening - that was of no use.
It was a terrible situation for me - my father was there outside the airport and he is an old person but unnecessarily he was also harassed by the situation created by the Asst. manager. I took another flight of Kingfisher at 9.30am. @Rs:17000 on an urgent basis and cancelled the connected Airindia ticket. It was a sure loss for me. But it is still due from Indigo side - since I found no helpful person there - I hope a positive response from your side and a proper punishment for the person and full refund of the ticket to retain customers' satisfaction. The same concerns has also been raised at customer.[protected]
and in several forums.

If i could have got a single help from Asst. mangaer there all people in the queue (that he had termed "congestion" for more than 10 times to show how busy he is) were ready to help me to get to the gate in another 10 mins (i.e. 25 mins before departure) - but all the credit goes to honourable Asst. Manager there at Kolkata Airport that he was able to harass me and more than me my family (for a reason that i hope not so significant for the 1st timer late for genuine reason). I could have given 1 warning - and I was not causing a delay for the flight also.

In that respect please suggest how to react in future if Indigo flight is late by even 5-10 mins. Because every action should have an equal and opposite re-action.

Please do contact me in case of any further information. I will also be sending a copy to consumer court for the kind of harassment.

Thanks and regards,
Rahul Agarwal
Mob: [protected]
Indigo Ticket PNR: R84RAD (17-Oct-10 - 5.55 am.)
They replied:

Dear Mr. Agarwal,

Greetings from IndiGo.
With reference to your mail, we will like to clarify that among the actions IndiGo takes that allow us to maintain on time performance, is to close check in counter 45 minutes prior to the departure. Passengers who don’t check in for their flight, 45 minutes prior to its scheduled departure are considered “no shows. This is in line with the agreed terms and conditions, at the time of making the reservation.

Since you had reported past the scheduled time after the closure of the counters, we were unable to accept you for the booked flight. As per our records, you had reported at our check in counters at 0533 hours for 0555 hours departure.

At IndiGo we always try our level best to assist passengers who report marginally, past the scheduled departure of the flight by trying to accept them for the same flight. However, this effort is based on lot other factors, for eg check in baggage, congestion at security hold area, flight status, status of flight closure reports etc. Our endeavor is to accommodate passengers request as far as possible, without compromising on our on time performance. To maintain the same, we close check in counters exactly 45 minutes, prior to the departure of the flight. This is also mentioned on our conditions of carriage agreed at the time of making reservation. And, because traffic jams and other delays in transit to the airport or even at the airport occur with some frequency, we strongly recommend that our passengers plan to arrive two hours prior to schedule to departure to allow for such mishaps.

Sir, we are hopeful you will agree that in your case, as a goodwill gesture shown by our airport staff, our team offered you re accommodation on next available flight by charging you the difference of fare which I understand was declined by you.
Further, there is a dedicated policy to handle delays/cancellations when happens with airline and we adhere with the same.

Sincere Regards,

Mohit AroraCustomer RelationsInterglobe Aviation Limited ("IndiGo")
Tower C, 2nd floor, Global Business Park
Mehrauli Gurgaon Road
Gurgaon - 122002, Haryana

My response:

Dear Mr. Mohit,

Thanks for the reply.

First of all I would like to clear the point that around 10 mins was wasted before reaching to the check-in counter in conversation with two of the Indigo personnel there. And the arrival time 05.33 hrs. was recorded after that. It seems like first creating a situation of emergency and then stating the same as a reason.

As far congestion is concerned - other passengers in the queue were ready to allow me to get the security check done at very first place if I would have got the permission from Asst. Manager only. It is a process of 10 mins and I would have completed the security check within 05.40 hrs. Even the first bus for carrying the passengers to Airbus had NOT left by the time, I suppose. And it was a fact. This is merely an EXCUSE when the reason as I mentioned was genuine related to health. I was not asking to compromise on-time performance of Indigo - that I doubt sincerely by setting a simple example of my previous experience just 7 days back from MUMBAI to KOLKATA by Indigo only - Can you please compare the scheduled and actual departure time of Indigo flight on 10-Oct-2010 6E-325 - It was 20 mins late in departure and I was inside the airport within due time, 60 mins before departure. Two of the passengers also shouting inside the airbus for the same reason that is very common with Indigo as they had some urgency.

As far re-scheduling is concerned I have already mentioned that it was of NO USE for me as I had a connected flight from MUMBAI at 10.55 hrs by AIR-INDIA. It would have been useful if I would have got the next day flight at same time. In that case I would have re-scheduled both of them. But there was NO SEAT available - as per the Direct counter there - though in online it was visible as available. I don't know the reason of this mis-matched information also.

And I am also aware of the policy of delays by Airlines. And I think the policies are made for the convenience of Airlines and Passengers - not to exploit it every time and not to defend the Airline's in-efficiencies. So why should the passengers bear with Indigo Air-line now onwards.

I have incurred a loss of Rs. 17000.00 - due to the next flight that I had to catch at 09.30 hrs., apart from the harassment of my family members for the inconvenience created unnecessarily by Indigo (Asst. Manager at Kolkata Airport) for a mere 10 mins late for genuine reasons and that was not causing any harm to the timings of the Airlines. So I think it is NOT unethical/wrong to claim the compensation as I have NOT travelled rather I was NOT allowed to travel by creating such a situaion.

We had no idea that INDIGO at Kolkata Airport behaves like this with passengers in case of emergency. I have brought this matter in front of many people and no one supporting this kind of behaviour by Asst. Manager of Indigo at Kolkata Airport. Now your kind response will be responsible for the reaction by the people/passengers in future.

I hope it clarifies my situation there.

Thanks and regards,
Rahul Agarwal
Mob: [protected]


>> Now can you please suggest whether my claim for refund is right/wrong?
Complaint marked as Resolved Aug 13, 2020
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    Level 1, Tower C, Global Business Park, Mehrauli-Gurgaon Road, Gurgaon, Haryana, India - 122002