[Resolved] Indigo Airlines — flight miss due to no communication | |
I had booked an indigo flight to travel from from hyderabad to goa with my family scheduled to depart on 11-oct-2018 at 5:40 am vide the pnr pbt4yv. We received an sms stating that the flight has been rescheduled and will now depart at 6:10 am. We reached the check-in queue at 5:10 am. After waiting for a few minutes, i asked one of the indigo support staff if goa flight passengers need to be prioritised. He told us to remain in the queue. When we reached the check in counter at 5:30 am, they told us that the check-in has been closed for this flight. Surprisingly, there were no call outs for goa flight. Also, there were no display boards indicating the flight time and status. As i had to go, i purchased tickets for evening flight paying an extra ~ rs. 23, 000. Because of the lack of appropriate communication from the indigo support staff in the check-in desk area, i had to miss my flight, pay almost twice the initial ticket price and lose a day. I request for a refund of this extra payment and compensation for the loss of a day as the flight miss was due to lack of communication from indigo. Anticipating a fair response, Yours truly, Gautam Was this information helpful? | |
Nov 12, 2018 Complaint marked as Resolved IndiGo customer support has been notified about the posted complaint. Verified Support Oct 11, 2018 IndiGo Customer Care's response Hi Gautam, We are sorry to hear about your experience. As per our policy, check-in counter closes 45 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. As checked, you reported at 0530 hrs to our counter for a flight revised to depart at 0610 hrs. Since, our check-in counters were already closed, our staff was unable to accept you for the same flight. Further, our endeavour is to assist our valued passengers at all times, therefore 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 sincerely hope for your cooperation and understanding in this regard. Regards, IndiGo Team | |
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I am aware that the counter closes 45 mins prior to departure. We had arrived at the queue a good one hour before departure and was in the queue. Please note that there were no call outs for Goa passengers.
I asked one of your support staff in that area if Goa passengers would be prioritized. He asked us to be in the queue. So we remained in the queue.
The key point is that between 5:10 am to 5:25 am there were no call outs for prioritizing passengers as normally done by the airlines. You may check the CCTV footage to ascertain this.
Had some one been calling out or had that staff given us correct information that we need to be prioritized, we would not have missed our flight and would not have to pay more that twice of the original fare.
I had to accept the next flight because of the subsequent bookings on stay and return journey tickets.
The refund was a paltry 20% of the ticket amount.
For no fault of mine, I had to pay more than twice and lose a day.
I expected a better response.
Gautam
We believe you wrote to our customer relations Team and will connect with an update over the registered E-mail ID. Thanks for your patience.
Regards,
IndiGo Team