Indigo Airlines — * complaint against indigo employee *

Address:

Ernakulam, Kerala

Dear concerned,

I am joyichan kozhukkatta joseph. I had mentioned the below complaint in feedback form. But, as the character limit was less, i wasn’t able to explain the whole issue and hence i am writing this mail. Hope we can get justice.

This is regarding an issue we had with one of your employee mr. Sharon alex at hyderabad airport. We had booked a flight from goa to kochi and due to some of your maintenance issue, the direct flight got cancelled and we got some connection flight from goa to kochi (Goa to hyderabad and hyderabad to kochi). One of our members had some health issue and as it was his first time in flight, we had to stay with him. When we saw the final call on board we ran to the check-in area, where mr. Sharon alex was standing. By the moment we came, in-front o[censored]s he cancelled our ticket in his system and told us that we cannot board this flight. We begged him literally as we had to go for work the same day. We reached to his place at 4.00 am, the departure time of flight was 4:20 am. I have had used flights many times before and i haven't experienced such an arrogant attitude from any employees. He then cancelled our baggages and took it out from the flight. If he had that much time left we could have easily sat in the flight. He was literally showing off in-front o[censored]s by cancelling our tickets. Because of this we had to book 5 new tickets (Obviously not from indigo anymore). That costed us more than 27000 inr. We spoke to air asia team regarding this, they said they wouldn't have done this to their customers as for everyone to stand in the market, they need customers. They tried their best to depart us to kochi on time.

27000 may not be a big amount for him, but for us who save every bit of money to explore the world, this amount is huge. Every single rupee is hard earned. He was actually doing it intentionally we felt as he saw us coming and when we reached he cancelled our tickets. If he needs to understand the pain he should stand in this position. He should be thrown out of his job. Then only he will understand the value of money. We are from kerala, even he was from kerala. I am not saying like, he should help mallus in a wrong way, but he could have seriously helped us. Air asia people even asked it this what your mallu bonding is for which we where speechless.

Is it the way one have to deal with a customer? The staffs should be kind to customers, then only you can get customers and be in the market competing with others. I never had such a bad experience from indigo before this. But trust is something which should be kept strong. Today morning at 5.00 am we paid 27000 to air asia for the new tickets. I had an important meeting. We spoke to sharon alex regarding our work. Still he was not allowing us to take the flight. The loss we had was not just money, but also our work related things and trust in indigo.

After we booked air asia flight, i went to him to speak about this. He was then again justifying himself by telling that we didn’t reach at 4.00 am to his place. For that i asked him to check for cc tv footages as i am 100% sure that at 4 am i was at his place. He again changed his words, he said i wasn’t there at 3:55 am. He could have easily helped us in this situation. This is for what customer support officers are there for. I really feel that, he is not suitable for this job.

I (We) demand justice for the loss we had. Hope we can get a satisfactory reply from indigo. We humbly request you to give our 27000 back as all the money are hard earned. Taking action against him is your call. But the things said in this mail are 100 % truth and you can verify that with the cc tv footages in hyderabad airport.

Please let me know what action you will take against him for the loss we had (Work & money). Hopefully waiting for a positive reply from you said.

I would wish to get a call back from indigo regarding this if possible.

I attach sharon alex's photo here with.

Regards,

Joyichan kozhukkatta joseph