[Resolved] Indigo Airlines — flight departure - missing the flight

2 Reviews
 conugovi rao on Jan 10, 2019
This is with regard to my saga of missing the flight, as per below details.

My booking ref. Zg4e7g, from bangalore to visakhapatnam.

Reached kempagowda airport at 3.39am (Reference my meru booking 57833108. On 29th dec, 2018). Cleared my boarding by 4015am, boarding pass ref. Seg. No.140, seat 5a, gate no.20. Completed my security checks by 0445am, proceed to gate no.20.

Now the story begins. When i reached the gate 20 at 0546am, i could see bubaneswar flight delayed, now boarding. I started waiting in front of the gate, but no passers for bhubaneswar were ready to pass the gate. After a while, they started the boarding, during the process i checked with the gate indigo personnel, what is the status of visakhapatnam flight? Then i was told that the flight time is already over and the gates were closed. The indigo personnel claims that they had announced the final call and also called my telephone (I am resident of uae, carry my uae mobile phone, which is given at the time of booking my ticket). Immediately, i showed them my telephone, there was no missed call on my phone. Finaly, i could not board the flight and i had to repurchase a ticket vide ref. Zg4e7g, departure time 12350hrs, on the same day. I had to wait in the airport 7 to 8 hrs.

Question: 1.

Indigo personnel knows very well i checked in and i have a valid boarding pass.


The final call announcement was not done, otherwise i would not have waited at the gate for some, when i developed a suspicion about my flight to visakapatnam.

Question 3:

Why did indigo personnel changed the flight information (Bhubaneswar flight boarding - delayed), when i actually they were not boarding at 0546 hrs? Still, they should have shown visakhpatnam flight gate closed or final call over? At least, i could have approached the gate personnel at 0546hrs, so that some mitigation measures would have taken place.

Question 4:

Indigo should have given a free boarding pass to any other airlines, such as air india, spicejet which are flying via hyd, or chenai to visakhapatnam.

Instead they forced me to check out from the airport to buy a ticket, when my baggage was off loaded and lying in the open baggage section of airport area.

Question 5:

Am i stupid to miss my flight, when i traveled to the airport and reaching airport at 0339hrs. I booked my itinerary 2 months well in advance, it means my itinerary is 100% valid. Paid for my ticket rs.4234, indigo airline txn[protected], dt, 29th dec.


The indigo personnel behaviour is not acceptable and no efforts have done to trace or locate the bonafide passenger, who has boarding pass. I could see some confusion at the gate 20, when couple of flights are mixed up at the same gate, and the bhubaneswar flight was delayed.

Along with me there was another passenger to visakhapatnam, who also missed the flight. Please investigate and check your records.

A lady with infant, travelling to bhubeneswar were also of the same case of missing the bhubaneswar flight.

There were many ways the indigo personnel could have averted and enable the passenger to board the flight, no positive attitude shown by personnel. Airline received their money, no caring the customer until a bonafide passenger completes his journey.

Please investigate and revert. I have all supporting documents, if necessary, i can scan and send it.

Very much disappointed with indigo, very unprofessional in enabling and managing bonafine passengers.
Complaint marked as Resolved Feb 16, 2019

Complaint Status

[Jan 10, 2019] IndiGo customer support has been notified about the posted complaint.
Updated by conugovi rao, Jan 10, 2019
A bonafide traveler reaching airport at 0340hrs (preparing right from 0200hrs) to commute for one hour journey from the residence to airport, checked in at 0400hrs, reaching the Gate on time/exact time, misses flight which is supposed to depart at 0525hrs- how do you this situation? is something wrong with Airport ground operations or Airlines itself? The only defense or excuse where Indigo can claim, is that the passenger is sleeping the in airport or washroom for 1 to 2hrs????????????????????????????
Verified Support
IndiGo Customer Care's response, Jan 12, 2019

We are sorry to hear that you feel this way. As per our policy, boarding gate closes 25 mins prior to the scheduled departure time. Our staff has no reason to deny boarding to passengers who report on-time. In fact, they try to accommodate passengers who report marginally late. Please know that Bengaluru airport is a silent airport, hence we are not allowed to do the announcement. Therefore, our staff went beyond their prescribed call of duty and tried contacting you on the registered mobile number, however, the call was not connected. Since the boarding gates were already closed, our staff was unable to accept you for the same flight.
Our endeavour is to assist our valued passengers at all times, with an intention to help you reach the destination, our airport team offered you to accommodate on the next available flight subject to payment of applicable charges, which were accepted by you. We request for your understanding in this regard.

Team IndiGo
Complaint comments  1 Comment     Updated: Share0Tweet0


I introduced with public complaint of anonymous UAE passenger on the refusal to to board the flight at this site.
Nobody has a duty to reply on unidentified complaints, or anonymous complaint, or oral complaints.
The passenger can not claim anything if he was late for the flight due to his fault only, and the boarding pass has showed the timing cleraly.

Otherwise, the legal complaint has to demonstrate:
- the full name of the claimant / address / e-mail /
- the addressee - the particulars of the air carrier, who had not provided the promissed service,
- explanation which events had happned with place / date / time / flght number
- explanation, what is a fault of the air carrier in1-2 sentances,
- your request towards air carrier, which has to be expressed clearly in 1-2 sentances and in figures.

All above detals are absent in your text.

You have own the prove of loss and fault of the service provider such as :-
1. e-ticket + BORDING PASS for passenger
2. notice of the cancellation, if you have it.
3. Your own written complaint addressed to air carrier.
4. The reply of the the carrier, which has to be given in 15 days in order to support the future claim in the local court.
5. Any recept / e-ticket which you had paid in addition due to cancellation of the flight / refusal to board.

Time limit.
The complaints related to cancellation have to be submitted at air carrier/travel agent site or at the airport or in person not later 30 days or not later than in 1 year in all cases following the cancellation of the flight / denied boarding.
The recipient of the complaint (air carrier) must accept the complaint at their site or in person, and to issue the decsion on satisfacton or refusal to satisfy the claim on compensation within 15 days.
Usualy air carriers do not pay compensation.
It is usless to request the same from the addressee more than 2 times.

If your complaint is not satisfied in 15 days (no reply), you are entitled to hire a lawyer / or a legal professional for agreed fees in order to bring the civil sute to the local court or to the court abroad.

Based on you text, you will need the legal professional / lawyer for the agreed charge:
The charges/fees start from ~10000 ruppes for such type of cases, as you have described, if for Indian court + your own efforts.
There are different other charges in other countries, where the other air carrirs operate.

The fair court shall award all losses, compensation and paid fees by judgement.
The length of the court procedure is unpreducted, can last 1-2 years for such type of cases.

Time limit:
such types of claims can be submitted to the court not later than 1 year following the flight cancellation or of the reply of the air carrier or travel agent.

The fair court shall award the loss, moral harm and paid fees.

Sr manager for ICAO irregulations matters
Aryan enginners ltd
email for request with documents:
[email protected]

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    Indigo Airlines - flight departure - missing the flight