Indigo Airlines — Boarding not allowed

Address:

700064

Dear Sir / Madam,

We booked Indigo Flight from Kolkata to Chennai in Flight No- 6E 271 vide PNR No- IHT5PE & BBNLKG & ABVW6D & RHIKRH & JG2D4H for 6 pax. The schedule departure was 6.05 AM in the morning on 25th Feb-17.

Later on we got the information from your esteemed organization (Only thru SMS .. NO call / No IVR) that this flight has been prepond at 4.45 AM on 25th Feb-17. We understand such arrangements and reached Airport sharp at 2.30 AM in the morning. We were the 1st one who started security check at Kolkata Airport.

From 4.10 AM we were sitting in front of Gate No-23A from where flight boarding was supposed to get started. The gate was locked one indigo executive was standing there. We further saw two indigo buses flashing Kolkata to Chennai. That was enough to make us understand that the gate will open shortly so we sat infront of the gate. We waited there for 20 mins and around 4.30 We asked your duty manager and for our shock and surprise he said that boarding already completed and now you cannot board the flight. Our Concern is :-

• Your duty Manager is watching us from Last 20 mins but did not ask anything.
• No where any message / information were displayed.
• No announcement for last boarding was done which is a general practise.
All o[censored]s requested with folded hands to duty manager to allow us to board the flights as there was still 15 minutes left for flight to take off. He ruthlessly kept on rejecting our promises. We all were 3 families including ladies who were going for Tirupati Darshan. We requested him to allow us else we will miss the darshan which was pre booked along with hotels and other facilities. Despite our repeated request he did not accept it and told us to meet senior executives at Gate No- 22 who will reschedule our tickets to next flight at 08.20 AM. Since we were helpless and had no other options we proceeded to Gate No-22 hoping that Indigo people will help us reschedule our existing ticket without any charges or may be some nominal charges.
We gone there and meet another duty Manager. 1st he laughed on us as we were the only fool people who were caught by INDIGO on that morning. He assured us that staffs at booking counter will surely help us reschedule the ticket at some nominal charges and dropped us outside security check gate and ran away. Our Concern is :-

• Why he asked us to follow when his only intention was to out us from Security Check-in gate.
• He was not ready to listen / understand our problem. His only intention was to get rid from us as soon as possible.
• Is this the way you handle your customers ?

Still incident doesn’t end here. Now one gentlemen (Duty Manager) came and asked us that do we want rescheduling ? we said YES then he asked us to follow him. He seem to be very smart and senior employee of your esteemed organization and he again assured us that he will help us reschedule the ticket at very nominal charges. He smartly asked us to contact booking counter which is at the entrance of Airport and suddenly we realized that we are completely out of the Kolkata Airport. Now we had only one option to book another ticket and reach Chennai.

Having no other option we booked another ticket vide PNR No- AD4NGQ of 08.20 AM flight and paid Rs 47700 for 6 tickets.

For your record purpose you can check entire incident in Airport CCTV footage. You will come to know timing, incident, and most importantly behavior of your employees with passengers. Our Concerns:

1) Knowing that we have reached the designated gate on time, indigo executive should have understood our problem and allow us to board the flight
2) Even if we assume (which we are not sure is not true) that flight had already taken off by 04:30 AM. Alternate arrangement of rescheduling should have been done at no charges or may be very nominal charges as we had already paid for full tickets
3) please do not sale tickets at lower price and panelize passenger so that they can buy costly tickets at Airport
4) At Kolkata Airport no one was ready to listen anything in-spite of Security Officers also requested them on our behalf.

Any positive response from your side will surely restore our faith in Indigo and negative response will break our trust and then we will ensure that none o[censored]s and our friends and relatives use services of Indigo in future

Regards,

Vikash Somani
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