Indigo Airlines — Denial of check in and boarding due to overbooking

Address: Gurgaon, Haryana, 400067

Website: www.goindigo.in

We had booked a flight from mumbai to goa in indigo airlines, 6e -711 which was scheduled to depart at 13.50 hours, saturday, 16 july. we were two families of 3 adults and 2 kids (aged 5 yrs).
All o[censored]s were waiting for check in the queue by 13.10pm, when we were informed that they have closed check in and they cannot send us in on the premises that we were late. one of the family was standing in the que since 12.30 pm and had informed the ground staff from indigo that they are in the que to board the flight for goa. when they were waiting there was no alarm raised that the check in getting closed in spite of them being informed that they are waiting for goa flight check in.
When we raised questions on how could they deny us boarding they replied the manager of the airlines (name starting with d) informed us to clear the reception and proceed to counter 38a where we will get help. we rushed to the counter just to see a lady who was ready to inform us that she cannot help us as the all the passengers on the flight have boarded (still 45 minutes to go for the flight departure time!). we questioned them how can they say all have boarded when 5 o[censored]s are still out. she remained silent which gave us a sign that they have overbooked the flight. the receptionist and the manager remained silent and offered us no help or guidance even when we informed them that we have kids with us and they still have enough time to let us in. she also informed us that since our flights were booked at special fares they cannot help us, which means they had clearly sold our low fare tickets without us being informed.
We pleaded and requested them but they were extremely rude to us and offered no help to the families who were in the state of tension and were already mentally harassed by the sudden news. the staff had not even alarmed the family who was waiting in the queue since 12.30
We went looking out for help when other airlines also informed us that there we had good time to be allowed in. having no option, we had to look out for spicejet for other flights during the day but at very high cost per person.in this flight, we not just saw a great professional level service being offered to the passengers but also we witnessed people coming in the flights till 3.50 pm when the flight was to depart at 3.50 pm. they were actually waiting for 4 passenger to board in.
Indigo airlines has not just caused us a lot of inconvenience and cost to all o[censored]s, but also harassed us by overbooking the flights which is a usual concern in indigo. we expect compensation for the extremely unexpected behavior of the manager and the staff at 38a and refund of the flight cost to each one o[censored]s.

Regards
Pradnya shetty
[protected]
Mumbai.