[Resolved]  Indigo Airlines — alighting flight denied after check in and boarding 02-jul-18

Address:	24200
Website:	Indigo

I booked to go from Qatar to Chennai on 2-Jul-2018 by Indigo International flight service.

We got our bags checked in and got the boarding pass an hour before the flight time but, unfortunately in the Qatar Immigration queue we were delayed around 25 minutes due to system jam...+ the walking time from immigration to the gate along with our children (aged - 8 & 14) took us almost near to the flight start time.

We were confident that since we boarded, they shall keep the gate left open for all the passengers to alight (Which is the reality with all the flight service throughout the world ) But, ...to our shock when we landed the gate they denied us getting on to the flight.
Even after explaining the reason for our delay, the customer co-ordinator from Indigo was so rude and was keep on questioning on how come a person who checked in after us got boarded earlier than us.

She should understand as a single man can pass the immigration queue faster than those who travel with family. Further, in Immigration, we go to different official in different queue which all o[censored]s know of. Even after explaining she was so arrogant and rude about us not boarding the flight.

We being educated were able to explain and was fighting for justice to get on to the flight. But, there were 2 more passengers along with us who could'nt converse in English was pleading and begging them.

They did not respond politely at all even to them.

Is this the service being trained to the Indigo staffs?

Ashamed to choose Indigo as our travel option. We staying abroad was trying to patronize Indian company but, they showed their true colours.
It was an absolute brutal act to just walk away when the passenger is pleading for help to reach their destination.
It is not a railway or roadway where we have all the option to choose other mode of transport and reach our destination.
Many may travel with all their days planned and each day is precious for people like us who travel home for vacation.

Being an middle aged person, we were running to the core and walking all over the airport to get our baggage back. I can't imagine the same scenario with aged passengers.

A customer service is fulfilled only if the organisation is able to attend to all the customer's needs.

Mahatma Gandhiji's Quotes on customer service:
"A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so."

I have been travelling for the past 18 years atleast 5 times in a year and have not experienced such a bad treatment ever in my life through any flight services (inclusive budget airlines).

Apart from the physical pain and mental harassment, I almost lost INR 80, 000 as I cancelled by return tickets booked with Indigo.
I will hesitate to use anymore Indigo flight service in my life.

My question is, if you know that the passenger is late in the bag check in itself. why you allow him to check in at that point itself? Should you not stop them from checking in if they are late.

Attaching herewith my copy of Boarding pass issued.