Indigo Airlines — Denied boarding pass

Address: coimbatore airport. tamilnadu

Greetings!

my name is Pushpa from Coimbatore. Iam writing this complaint on behalf of my son, My son a student in UK, had booked an indigo flight ticket from Coimbatore to Mumbai on 20th September 2025 The flight timing was 2040 hrs. and flight number 6E5114. HIS PNR #-T7M1QW, paid 11, 000 rs, He was denied a boarding pass because of extra weight. My son thought he booked under student baggage allowance ticket which was actually a flexi package. He was on time in the airport without any other issues, Ticketing staff in the counter told him that he has extra weight and to remove some and come back to the counter, which he did fast, When he returned he saw the counter was closed and he was told by the same staff that the counter is closed and to take another ticket from air India counter which my son did because he didn't want to miss his London flight what I understand if Iam not wrong is that the boarding pass printed but not issued . The ticketing staff totally misguided the student-
1. why did he ask the student to remove extra weight if he cannot board the flight.
2. why didn't the staff ask the student to pay extra weight instead of asking to take another ticket from another airlines when the student already had a valid indigo ticket.
3.why was his status no show when he was in the airport ( in the queue and counter more than more than 90 minutes.
4. student was not listened when he said he has a connecting flight to London very soon from Mumbai
As a parent I sent an email to customer experience On the following day. A staff named Ankita Gupta called me on phone and told that they cannot refund the amount also sent an email to my son

My son was embarrassed, frustrated, upset from this incident. he missed his enrolment in the university because of this. This type of services in the airport is unacceptable at least consider the students and their urgency to fly if they can legally fly and not to detain for such silly reasons (which could have been solved very easily Either pay or remove extra weight) instead of missing connecting flight and the university enrollment.)
Based on this incident kindly consider this as a special student issue and make necessary arrangements for refund the amt and instruct the staff accordingly so that another student will not go through such bitter experiences in the airports.
waiting for a positive reply at the earliest

kind regards
pushpa
[protected]