[Resolved] Indigo Airlines — gate closed before scheduled time and I was not even contacted

Abhiram Cherukuri

from Visakhapatnam, Andhra Pradesh

Address:

500034

My flight was originally scheduled to depart from hyderabad to ahmedabad at 4.55 am. It was delayed to 5.55am and i was informed the earlier evening. I had finished security check and as the airport was busy i had reached my gate by 5.30. There was no indigo representative at the gate and they said they gate is closed. I had to run to two different dates to find the manager and the manager arbitrarily scribbled arrived at 5.34 (Which was the time i found him at a different gate) and was closed at 5.30 am. The indigo staff did not try to contact me before closing the gate. I spoke to two different indigo managers who said that they had waited till 5.32 am and closed the gate. It is clear they offloaded me from the flight because they were overbooked. I had to purchase another ticket to fly out at 8.40 am. I have been flying with indigo for the last 7 years and their service levels have become worse every year to the point where they are not honoring the boarding passes they issue. My pnr no was hjmrtx.

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Sep 5, 2018

Complaint marked as Resolved

IndiGo customer support has been notified about the posted complaint.

Verified Support

Aug 04, 2018

IndiGo Customer Care's response Hi Abhiram,

We regret to hear about your experience and would like to inform you that flight 6E 995 was delayed due to operational reasons. We understand how delays can impact our customers and therefore we make every possible effort to minimize such delays and offer our customers an on-time and hassle-free flying experience.
Further, boarding gate for our flight closes 25 minutes prior to the departure. Also, Hyderabad is a silent airport. Hence, only limited announcements can be made in the airport premises. Therefore, flight information displays are updated for the flight status. Since our boarding gates were closed at the time of your reporting, our staff was unable to accept you for the flight.
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 with minimum charges, which was accepted by you. We are hopeful that you will understand the need for our policies and see this matter in the right spirit.

Regards,
IndiGo Team

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Comments

Gubalee

from Delhi, Delhi

Same is happening with me no budy help, I arrived after 1 minute then he said gate is closed.i request him and told him its very urgent.but he was not support me.even talking very rudely.only indigo policy is earn extra charges.because there was a passenger whose flight departure time is 5:50 and he arrived at gate 5:00 and he indigo person told him your flight is miss and you have pay extra charge we make ticket on other flight.same day I travel with indigo on other time but gate is not closed before 25 minute then why Indigo write rules.

IndiGo Customer Care's response, Aug 6, 2018

Verified Support

Hi,

We regret the inconvenience caused and customer service is our utmost priority, which is why your experience is of extreme concern. We wish to mention that we certainly put focus on displaying customer service skills at all times during the conversation with the passengers. However, it is pertinent to note that reporting on-time is the passenger's sole responsibility. Also, we advise our passengers to reach the airport 2 hrs prior to the scheduled departure to avoid any last min hassle. Further, we request you to share your booking reference / PNR number so we may look into it.

Regards,
IndiGo Team