[Resolved] Indigo Airlines — complaint against indigo airlines regarding not allowing boarding the flight despite being in time at new delhi airport.

2 Reviews
Pune, Maharashtra, India
 Peeyush Pahade on Feb 10, 2019
Complaint against ‘indigo airlines” regarding not allowing boarding the flight despite being in time at new delhi airport.
This is with regards to file a complaint against “indigo airlines” for being understaffed on floor for checkin at the new delhi t1 terminal and a careless and negligent and approach by the staff on the counter.
Me and my family of five were not allowed to board the indigo flight: 6e 105 dated 8th february 2019 departure time 14.45. We were the counter at 13.10 hours at least fifty minutes before the boarding time and much before the departure time. We had already checked in the previous day and had to deposit our luggage.
There were long queue and initially we were in queue. As we understood that the company seems to have understaffed and the luggage section was working dull and in chaos we tried to talk to the floor manager who shifted us to some other queue where the employee was extremely slow. As the time passed we became anxious and as for a quicker and priority service. She declared that you cannot board now. We tried to convince that there is still time kindly consider us on a priority basis. There were other customers on the same flight too with us who too were denied. This frustrating experience by indigo came when on of my family member is already 75 plus. Even as we tried to tell the floor manager she kept her self-busy elsewhere and did not pay heed to our say, leaving us to destitute. The compensatory fares were five times higher and not in sufficient numbers also. Understaffed and negligent approach by the company has hurt us besides having to pay more for the taking another airline and also missing the day.
I wish indigo should compensate us for the pain given, for not considering and teaching their staff prioritizing, for being negligent.
Complaint marked as Resolved Mar 14, 2019

Complaint Status

[Feb 10, 2019] IndiGo customer support has been notified about the posted complaint.
Verified Support
IndiGo Customer Care's response, Feb 11, 2019
Hi Peeyush,

We are sorry for the inconvenience caused. We would like to inform you that the check-in counter closes 45 mins prior and the boarding gate closes 25 mins prior to the scheduled departure time of the flight. Please know that the passengers carrying the printout of boarding passes through web check-in can report directly at the board gates without check-in baggage. Based on our records, you reported at 1417 hrs for the flight scheduled to depart at 1445 hrs with bags. Hence, our staff was unable to accept you for the flight. Now, you may opt for no show taxes, kindly get in touch with the respective travel agency used for making the booking to claim.

Team IndiGo
Updated by Peeyush Pahade, Feb 18, 2019
your checkin counter team kept on passing the buck. it kept on asking us to shift from one counter to other. your records donot make sense as they have been created after we started complaining. as we started telling her to hasten the process she freed herself by making some statement as you say.
kindly do not hide your incompetence.
the case still stands.
Complaint comments  1 Comment     Updated: Share0Tweet0


Dear Sir/ Madam,
this answer is not acceptable because your check in counter had lesser staff and was inefficient. also the counter was closed much before than the said time. the concerned complaint is not resolved. and your claim of having it solved is not acceptable.
there were serpentine ques which your team wasn't able to handle. they were not well verse with the standard operating procedures.they closed the counter much earlier leaving customers to misery.
i regret you to look into the matter rather than giving usual standard answers.this reply is just unacceptable and is hiding negligence and incompetence.


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    Indigo Airlines - complaint against indigo airlines regarding not allowing boarding the flight despite being in time at new delhi airport.