AirlinesIndiGo customer service and refund

[Resolved] Indigo Airlines — customer service and refund

2 Reviews

gusaini6 on Jan 8, 2019

This is in reference to flight no 6e-171 from delhi to mumbai i booked for my sister (Bhavna basera) and her daughter (Yaana basera), who is 6 years years old who showed on time i. E 50 minutes before the departure on 8th jan, 4.45 am to get the boarding pass at the counter however denied by the airlines staff at the aiirport with the reason given that she was 6 minutes late and hence cant be boarded in the same flight and offered to board the next flight from delhi to mumbai i. E flight with the minimum charges of 1000 per person. They had a discussion for around 40 minutes that started 4.00 am to let my sister board the flight however end up denying that it cant be possible and have to taking another flight. She had given 2000 extra for the next flight with the very rude and less supportive indigo staff which is completely unacceptable which brings to my complain to refund 2000 rs for time and money wasted at the airport. Regards, rahul gusain, mobile no [protected]

Complaint marked as Resolved Feb 15, 2019

Complaint Status

[Jan 08, 2019] IndiGo customer support has been notified about the posted complaint.

Verified Support

IndiGo Customer Care's response, Jan 08, 2019
Hi Rahul,

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, the passengers had reported at 0404 hrs, hence we were unable to allow onboard.
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 passenger.
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. Nonetheless, we would like to assure you that we have shared this with our airport Manager to counsel the concerned staff members to be extremely polite, courteous and more attentive while assisting the passengers. Please be assured that we always remain committed to assist our esteemed passengers in the best possible manner.

Regards,
Team IndiGo

Updated by gusaini6, Jan 12, 2019
0404 is only 4 minutes late as flight was scheduled for 0445. The indigo staff kept on arguing for next 15 minutes and that made it more late to board the flight. They should have taken immediate action instead of arguing to help my sister and her 6 year kid to board the flight who were only 4 minutes late. There are cases where as a passenger we have to suffer when flight gets delayed for any reason. Why can't in such cases we have to wait and not allowed to board another flight at the scheduled time? This is completely unacceptable. As a customer we also understand and support the concerned authority. Why can't the indigo staff behave in the same manner and show some respect with give some logical solution. In this matter, its only a matter 4 minutes late and if as per the rule its late then staff should have not charged extra 2000 rs for the next flight. This is annoying the customer even more and helpless which should not serve well with customer service??

Verified Support

IndiGo Customer Care's response, Jan 15, 2019
Hi Rahul,

We are sorry to hear that you feel this way. We would like to politely state that we try our level best to accept passengers who report marginally late due to reasons or situations beyond their control as it does not benefit us when the seat reserved under your name goes vacant. While our intention is to help our passengers as much as we can at every contact point, at times it becomes difficult to achieve this goal due to various operational challenges.
Further, as mention earlier that 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 nominal charges which was accepted by the passenger. 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 passenger reach the destination at the earliest and save the cost of making a completely new reservation. Please be rest assured that we always remain committed to assist our passengers in the best possible manner.

Regards,
Team IndiGo