[Resolved]  Indigo Airlines — COMPLAINT AGAINST INDIGO FLIGHT FOR IRRESPONSIBLE BEHAVIOUR/NON COOPERATIVE WITH ARMED FORCE OFFICER AT IGI NEW DELHI

Address:

New Delhi, Delhi

DIRECTOR OF INDIGO AIRLINES
NEW DELHI

COMPLAINT AGAINST INDIGO FLIGHT FOR IRRESPONSIBLE BEHAVIOUR/NON CORPORATIVE WITH ARMED FORCE OFFICER AT IGI NEW DELHI
BOOKING REFE NO.NED7NB FLIGHT 6E309 (DELHI-HYD 13 NOV 13)

Sir
I have the honor to earmark you a few lines for your kind considerations and immediate action.
1. My mother has expired that is the reason I booked Indigo round trip ticket on 11 Nov13 for my son Mr. Praveen Kumar for 13th Nov 2013 from Delhi to Hyderabad for my mother death ceremony
2. I and my son serving in armed forces. My son is posted at border sides controlling fighter aircraft.
3. The express train got delayed by 1 hour to Delhi and added to that he got caught in traffic which leads to late arrival at Delhi airport. However got confirmation from Indigo customer care that his boarding pass is ready and Indigo representative would make sure that he will be boarding the flight.
4. My daughter Miss Rinku who is always booking Indigo Aircrafts for the last ten years for me and her brother start consulting and requesting Indigo customer centre 1400 hrs on 13th Nov 2013 at the following numbers.
 [protected]
 [protected]
 [protected]
5. She has unsatisfactory response from all of them.
6. I requested to make boarding pass and try to help my son to receive from main gate. I have already explained them his urgency.
7. Your customer care has simply put me on hold and passed the time from 1400 hrs to 1530 hrs on 13th Nov 2013.Lasting at 1530 hrs I requested the customer care agent to put my call to his higher authority. He has transferred the call to supervisor and I explained my problems/requesting for help. I have already informed him to make boarding pass and inform airport authority to receive my son for boarding in the aircraft.
8. I appreciate supervisor that he had informed and boarding pass /seat 18E was allotted and promised me that he will board my son in the flight.
9. My son reached on the gate at 1540 hrs and ETD of the flight was 1610 hrs.Airport authority was not allowed to enter the gate and pushed him back. No Indigo representation was available to handle the situation which shows the communication gap between airlines and airport authority.
10. My son is an officer in armed forces flight controller. He was fully disturbed.
11. I contacted Indigo customer care who just wasted time in putting my call on hold for long time and explaining the policy. We are not travelling in flight for first time. This kind o[censored]rgency never happens. We always reach airport much before time. It was a crucial time where we required Indigo help.
12. Customer care agent sounded very rude and non ethical. She said where ever you want to complain go ahead. Nothing will happen. But the harassment did not stop here.
13. They said they will try to accommodate in next flight at 2020 hrs only if any passenger do not board. However we checked on indigo official site seats were available for the same flight for armed force and normal quota.
14. After a long argument Indigo customer care manager, charged Rs 4097 and booked a ticket for next flight 6E307.
15. If this the way a commissioned officer in armed forces is treated it is hard to imagine how they behave with civilians.
16. At any point of time there was no sign /act o[censored]rgency by any of the indigo representative. It was appearing as if it was a daily routine affair for them. When willingness of lodging a complaint was shown the general behavior of the manager changed, it appeared as if he is trying to convey that nothing will happen by complaining and he is the supreme commander.
17. The only inference which could be derived is customer service is available to bite extra money to make up for the cheap flights.
18. The situation could have been handled as urgency is an exception and it is only the time the real value of service is shown.
19. My whole family was mentally disturbed during all this conversation.
20. Please register the complaint against them and decide compensation.
21. It requested to take immediate action and apprise me of the same with complaint number for my further action.


Yours sincerely,
S.N.Singh
Email id: [protected]@gmail.com
Sn.[protected]@yahoo.in
Ph no. [protected]


Copy to:-
 Defence of ministry (Delhi)- you are requested to take necessary action against them.
 Civil aviation minister(Delhi) – you are requested to take necessary actions against indigo staff who were envied in my case.
 CNBC Awaaz Pehredar - [protected]@moneycontrol.com