Indigo Airlines — Demand for Full Refund for Guwahati-Pune Flight on 6th November 2016

Address:	New Delhi, Delhi, 110001
Website:	www.goindigo.in

Hi,

This Complaint is regarding Flight Booking from Guwahati to Bangalore scheduled 6th November 2016 8:30 AM bearing PNR UI6L3B.The passenger Mr.Manas Pratim Das reported to the Check In Counter on time and was issued Boarding Pass as well as Check-In Baggage Tags and he immediately moved to Security Check Queue.Just prior to the Bangalore Flight there was a Guwahati-Imphal flight for which Indigo Ground Staff assisted the passengers stuck in Security Check queue and redirected them to the Aircraft. But unfortunately for the Guwahati Bangalore Flight neither was there any Ground Staff who came in to assist Manas at the Security Queue nor was there any Boarding Call made in his name despite the fact that he was issued his Boarding Pass.Due to this mismanagement committed by the Indigo Ground Staff Manas reached the Boarding Gate 6 to find it closed.He missed his flight as well as had to cancel the connecting flight from Bangalore to Pune on the same day.Post this, Manas went to meet the Manager at the Indigo Guwahati Airport Office only to find an empty office;there was only one person present who was taking his meal and who refused to provide any assistance.Due to this passenger had to leave and make travel arrangements for the next day which had very high financial implications and also impacted his work commitments as 7th November happened to be a Working Day for him and he had to travel on a Working Day instead. Following this I tried to get in touch with the Guwahati Airport Office of Indigo over telephone but the ladies answering the phone were extremely rude and were not at all courteous. Please make a note of this because this further added to the passenger's harrassment for no fault of his own.So, Kindly take this complaint to further my request of a Full Refund of my Guwahati to Pune flight via Bangalore which could not take due to mismanagement at the Indigo Ground Staff's end.
It is solely the responsibility of the Airline Staff to locate and assist a Passenger for whom Boarding Pass has been issued and atleast a Mic Announcement for the Passenger is expected which was not done. It is an extremely serious blunder committed by the Indigo Staff which led to tremendous harrassment for the passenger Manas. And a very important query is how did he receive his Check In luggage immediately when he found the Boarding Gate Closed?His luggage was never loaded into the Aircraft despite the fact that he was issued a Boarding Pass and Check In Baggage Tags by your Indigo Airline Ground Staff themselves. This is a serious offence. Also bringing to your notice a similar incident wherein the judgement was given in the Passenger's favour:
https://www.google.co.in/amp/m.rediff.com/amp/money/report/missed-flights-airlines-should-compensate-only-if/20150907.htm

Please take strict action for this offence as this is totally the fault of your Airline Ground Staff in Guwahati Airport. We are frequent travellers and we are also aware of the Protocols. Please understand that Manas had to face this situation for no fault of his own and totally because of incompetence of few Indigo Ground Staff at Guwahati Airport.

Thanks and Regards,
Priyankona.