GoAir — Boarding Denied After issuing boarding pass

Address:	Mumbai City, Maharashtra
Website:	GoAir

Date of the Incident :- 22nd February 2017

Full Description of the incident :- :- On 22nd February 2017 morning we four unfortunate passengers of Go Air Flight G8 305 from Mumbai to Chennai witnessed a very harsh, unprofessional and careless customer service from Go Air ground service personnel's at Mumbai domestic terminal we had to miss our flight due to their unsupportive attitude towards customers.
The sad part is 5.50 am flight left departure gate by 5.35 without four passengers even though all the four were identified by GoAir ground staff much earlier.
Details of the passengers are as follows.

1. Venkata Narayanan Srikanth -- 4A

2. Yogesh Khaise 16B

3. Anjjani Mishra 15C

4. Nomaan Nathani 7F

While each have their own grievances towards GoAir ground staff let me share my experience.

After collecting my boarding pass hard copy from the counter I proceeded towards security. There was heavy rush at the security, somehow I managed to reach the X ray counter. There we ( with Mr Norman ) spoted Mr. Farhaad Kerawala - Senior CSE of GoAir who was calling for Chennai flight passengers. We identified our-self and told him we are stuck here due to our luggage at security check belt not moving. He not only questioned the security staff and made fun about the slow work of security personnel's he also told us to run at full speed to the boarding gate. After taking our luggage we ran towards A7 boarding gate. We were totally at shock to see no body atGate A7 and more over the flight have left the time was 5.35 am.

We saw some commotion at gate A8 and rushed there, we saw two more Chennai passengers arguing with GoAir ground staff Mrs. Bhavana Raghuvanshi - Duty Officer. I am sorry to say she was not ready to listen to passengers and very arrogant in her response.

We were then directed to Mr Mayuresh Chadhekar - Duty Manager who could not help us by putting us on some other flights to Chennai. After waiting and arguing with him for more than an hour we were directed to Mr Dinesh Gupta - Deputy Airport Manager who was also not in a position to help us but asked us to purchase another ticket by paying Rs 3250.

The most frustrating part in the whole episode is none of the GoAir ground staff were ready to listen to our concerns, all were uniformly telling that nothing can be done and we have to purchase new ticket. Our questions are

- after locating passengers by GoAir staff inside the boarding launch how can the boarding gates close.

- we understand Mumbai is a silent airport at least GoAir can send SMS to the passengers who have taken boarding pass and still not boarded.

- why GoAir ground staff who identified us did not inform the boarding gate staff about our presence at boarding launch.

We faced loss of time ( missing business / office commitments ), mental torture, very high stress in missing the flight and arguing with your staff for one hour without any solution and huge financial losses .

GoAir repeatedly says they cannot help us and says we did not report in time. This is unfair. :- On 22nd February 2017 morning we four unfortunate passengers of Go Air Flight G8 305 from Mumbai to Chennai witnessed a very harsh, unprofessional and careless customer service from Go Air ground service personnel's at Mumbai domestic terminal we had to miss our flight due to their unsupportive attitude towards customers.
The sad part is 5.50 am flight left departure gate by 5.35 without four passengers even though all the four were identified by GoAir ground staff much earlier.
Details of the passengers are as follows.

1. Venkata Narayanan Srikanth -- 4A

2. Yogesh Khaise 16B

3. Anjjani Mishra 15C

4. Nomaan Nathani 7F

While each have their own grievances towards GoAir ground staff let me share my experience.

After collecting my boarding pass hard copy from the counter I proceeded towards security. There was heavy rush at the security, somehow I managed to reach the X ray counter. There we ( with Mr Norman ) spoted Mr. Farhaad Kerawala - Senior CSE of GoAir who was calling for Chennai flight passengers. We identified our-self and told him we are stuck here due to our luggage at security check belt not moving. He not only questioned the security staff and made fun about the slow work of security personnel's he also told us to run at full speed to the boarding gate. After taking our luggage we ran towards A7 boarding gate. We were totally at shock to see no body atGate A7 and more over the flight have left the time was 5.35 am.

We saw some commotion at gate A8 and rushed there, we saw two more Chennai passengers arguing with GoAir ground staff Mrs. Bhavana Raghuvanshi - Duty Officer. I am sorry to say she was not ready to listen to passengers and very arrogant in her response.

We were then directed to Mr Mayuresh Chadhekar - Duty Manager who could not help us by putting us on some other flights to Chennai. After waiting and arguing with him for more than an hour we were directed to Mr Dinesh Gupta - Deputy Airport Manager who was also not in a position to help us but asked us to purchase another ticket by paying Rs 3250.

The most frustrating part in the whole episode is none of the GoAir ground staff were ready to listen to our concerns, all were uniformly telling that nothing can be done and we have to purchase new ticket. Our questions are

- after locating passengers by GoAir staff inside the boarding launch how can the boarding gates close.

- we understand Mumbai is a silent airport at least GoAir can send SMS to the passengers who have taken boarding pass and still not boarded.

- why GoAir ground staff who identified us did not inform the boarding gate staff about our presence at boarding launch.

We faced loss of time ( missing business / office commitments ), mental torture, very high stress in missing the flight and arguing with your staff for one hour without any solution and huge financial losses .

I posted a compliant on GoAir site and sent my. GoAir is very insitive and repeatedly says they cannot help us. We need justice.

Thanks
Srikanth