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[Resolved]  Indigo Airlines — Boarding denied saying transit not allowed for the passengers travelling to Doha

I, Anji Reddy Puli, booked Indigo's flight 6E 1775 on 24th Nov 2021 to fly from Chennai to Doha. Whereas booked Pegasus flights from Doha to Istanbul, further to Stockholm on the same day.

I am yet to receive the confirmation from Indigo that they denied issuing a boarding pass for my family and me.

One of my cousins alerted me that Indigo does not allow boarding the transiting people. I was worried and tried to seek confirmation from Indigo about the same.

I tried to contact the customer relationships team, which led me to the link and asked me to check with the HIA about the transit documentation process.

https://www.goindigo.in/information/visa-information.html

I tried to get in touch with the HIA team as Indigo's customer relationship team suggested I reach the HIA and receive a firm response that I could avail the transit facility without a transit visa to enter QATAR.

I was trying to get a similar response from Indigo, so I contacted Indigo's nodal officer, but she led me to the customer relationship team again.

I struggled to receive a firm response, so I continued to follow up with the nodal officer, and she diverted my case to the customer relationship team again. This time CRT guy responded like my case was exceptional, and he sought OKTOBOARD confirmation from my onward flight operator Pegasus.

Pegasus didn't provide OKTOBOARD explicitly but confirmed that Swedish immigration authorities' guidelines are applied implicitly for my journey, and Swedish Authority guidelines allow me to enter Sweden with a valid covid vaccine certificate and a valid residence permit.

I was confident that my trip could happen post seeing Pegasus's message.

I urged here Indigo Customer Relationship team to provide OKTOBOARD by forwarding the Pegasus response to avoid inconvenience with their ground staff.

Indigo Customer relationship team kept me waiting for the firm response.

I was happy to see the response as Indigo confirmed they weren't responsible if my onward flight operator Pegasus denied boarding in Doha. I inferred it as Indigo would allow me to board.

I was bemused to hear from Indigo's ground staff that they wouldn't issue me a boarding pass saying transit passengers aren't allowed. I wonder why Indigo's customer relationship team didn't provide such firm responses in multiple attempts.

I am yet to receive the confirmation from Indigo that they denied issuing a boarding pass for my family and me.

I felt helpless and annoyed with their arguments like I should carry a Covid -ve certificate where we gave the samples in the last 24 hours. Still, their travel advisory clearly states that the travelers should provide the samples in the last 72 hours. I tried to convince the Indigo's ground staff but had no mercy. It was brutal to hear their conflicted responses when traveling with children of age 7 and 8 years old.
They didn't respect their own Customer Relationship team's confirmation. At the same time, HIA authorities and Swedish authorities' confirmation went in vain. And I am not sure what Indian authorities say about the cases like mine.

Indigo ground staff suggested me😊 to book a flight operated by Qatar Airways, which had a transit in Doha. I managed to secure it upfront, boarded the flight on 15th Jan 2022 at 02:30 AM without any hassles, and transited successfully to the flight to Stockholm immediately.
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Mar 2, 2022
Complaint marked as Resolved 
IndiGo customer support has been notified about the posted complaint.
Verified Support
Jan 23, 2022
IndiGo Customer Care's response
Dear Sir,

We are really sorry to know about the convenience caused to you. We wish to check this internally. Please share your PNR with us via private message.

Regards,
Team IndiGo
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