[Resolved] Indigo Airlines — check in procedures

chitrama

from Chennai, Tamil Nadu

Address:

Chennai, Tamil Nadu, 600061

Booking ref. No2019/reg/2307254

Good morning sir/madam. With above booking ref. Have booked 8 tickets (6 adults+2children) to travel hyderabad on today 24th fl. Indigo 6e384.
We all 8 people landed port at 4.45am, waiting in que to check in. Due to rush were in diff. Que, out of 8 people 2 were got boarding pass, we 6 were left, on reaching counter said it was closed, no announcement was made, while asking said system were under silent mode. For a important family function we all were to go together. Inspite of repeated request the counter staff denied to do check in and issue boarding pass. My son who got boarding pass, requested the indigo staff at lounge, were agreed to let us in but the counter indigo staff denied and due to their mistake we 6 people could not travel as planned, lost our ticket money and importantly could not attend function at right time.

Have travelled many times in different airline including indigo, this time staff of indigo at airport behaviour and the way of treatment to passenger to senior citizen like me is worst and made us tension and worries.

Due to this the indigo staff forced us to book another ticket to a additional cost of rs.15000/- and to wait airport for more 4hrs to catch next flight. Though counter closing time is 10mnts left, and 50 more minutes to start light indigo staff refused to issue us boarding pass.

Would request your goodself to take action to the concerned and staff and refund the excess fare to us.

Thanking you, regards.

K. Padmanabhan

[protected]
[protected]@gmail.com

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May 29, 2019

Complaint marked as Resolved

IndiGo customer support has been notified about the posted complaint.

Verified Support

Apr 26, 2019

IndiGo Customer Care's response Hi,

We understand missing a flight could be distressful. However, to ensure a hassle-free experience for everyone, we have to follow certain protocols like closing the check-in counter before 45 mins of flight departure. Sadly, passengers had reported after counter closure. Hence, our staff was unable to accept the passengers for the same flight.
Further, in order to save the passenger from losing the entire ticket amount paid for the booking, our airport team offered re-accommodation on the next available flight with minimum charges, which was accepted by the passengers.
We are hopeful that you will understand that re-accommodation is not followed as a policy and was offered purely with the intention to help the passengers reach the destination at the earliest and save the cost of making a completely new reservation. Please be assured that we always remain committed to assist our esteemed passengers in the best possible manner.

Regards,
Team IndiGo