[Resolved] Indigo Airlines — harassment and unprofessional
Mumbai, Mumbai City District, Maharashtra, India
BeBennet Dsouza on Apr 11, 2018
I had a flight from mumbai to bangalore and a connecting flight from bangalore to mangalore in your airline on 7th april 2018 at 5.40 pm from mumbai. The flight took off late and i reached bangalore at 8pm. On landing i asked ground staff about the way to go to get my connecting flight they misguided me the wrong route i got a call asking me where i was and i replied i am at the airport only please send s crew to assist me to the flight. Getting no help i rushed to the gate and reached at 8.15 and i wasn't allowed to board the flight on requesting and showing my ticket of return next day too they asked me to pay an additional 1000 in cash and kept me waiting all night till 5.30 am to board the next flight. The ground staff there was making a joke of me and making weird facial expressions too. This is not what i expected from a big brand name like yours. Request the seniors to look into this and do justice to a customer. Rest in your hands if you want to retain a customer or get further published on social media.
Complaint marked as Resolved May 18, 2018
[Apr 11, 2018] IndiGo customer support has been notified about the posted complaint.
Verified SupportIndiGo Customer Care's response, Apr 11, 2018
We regret the experience you had. Kindly allow us sometime while we look into it. We’ll get back to you at the earliest.
Verified SupportIndiGo Customer Care's response, Apr 13, 2018
With reference to your post, we have investigated the matter and would like to summarize our findings for you.
You were booked to travel in flight 6E-5533/875 from Mumbai to Mangalore connection from Bengaluru which was scheduled to depart at 05:10 hours on 7th April 2018. As per policy, boarding gate closes 25 minutes prior to departure. 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. Based on our records, you reported at 20:19 hours which is 6 minutes prior for connecting flight in Bengaluru scheduled to depart at 20:25. Also, our staff made multiple calls to locate you and assist you towards the gate. Since our gates were closed at the time of reporting for your flight, our staff was unable to accept you for the flight.
Further, our endeavor is to assist our valued passengers at all times, therefore with an intention to help you reach your destination, our airport team offered to accommodate you on the next available flight as a Customer Service Gesture, subject to payment of applicable charges which we understand were accepted by you and you duly travelled to your destination.
Notwithstanding the above, we have taken your concerns into account and purely as a step to restore your faith in our services and as a special case we are refunding re-accommodation charges and request you to contact our call centre at [protected] to process the same in your account. As always, we were happy to have provided assistance to you and would request your understanding in this regard.
We look forward to serving you on board again.
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