Jul 19, 2018 Complaint marked as Resolved IndiGo customer support has been notified about the posted complaint. Verified Support Jun 11, 2018 IndiGo Customer Care's response Hi,
We regret to hear about your experience. Kindly share the booking reference / PNR number so we may look into this.
Regards,
IndiGo Team
Jun 11, 2018 Updated by Rsuk Booking reference no. VLMJ4B
Verified Support Jun 12, 2018 IndiGo Customer Care's response Hi,
Kindly allow us a while. We will revert to you at the earliest.
Regards,
IndiGo Team
Verified Support Jun 13, 2018 IndiGo Customer Care's response Hi,
We regret to hear about all the hassle you had to face. We have investigated the concern and would like to summarize our findings. You were booked to travel in flight 6E 2013 from Delhi to Bhubaneswar, which was scheduled to depart at 09:00 hrs on 9th June 2018. 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. Also, Flight Information Displays are updated, maintained and operated by the concerned airport authorities, upon which we have limited access on the same. Therefore, our team tried contacting you on the registered mobile number. Since our boarding gate was already closed at the time of your reporting which is 09:02 hrs, 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 to reach the destination, our airport team offered you to accommodate on the next available flight subject to payment of applicable 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
Jun 13, 2018 Updated by Rsuk As per you I was wrong. I told you we have reached gate no 26 at 8:25am and there was no display or emergency announcement. If GMR authority have given you the announcement why it was not utilized. I spoke to GMR authority and they itself told that announcement system was given to all airlines. If you feel that we reached after 8:35am then footage of gate no 26 can be checked. I'm not the first time flier in indigo. Actually I was coming from Ukraine and reached Delhi airport at 6:30am again from terminal 3 to terminal 2 All the way I came walking and taken boarding pass by 7:30 am. There was no rest or I didn't eat anything. I have been to washroom in mean time and again runned to gate no 26. Do some one feeling the my pain. I have been harassed by your people. Again I request you to check the gate footage, you cannot be correct always and don't think just to keep you in trouble I have given complaint. Since I have been harassed by your people for not giving the better solution I have taken it further. I believe you people have seen the video how casual was your Mr. Anoop in resolving a customer issue. In same Airport I spoke to airport authority also and how helpful their were.
Jun 13, 2018 Updated by Rsuk Please don't say that we have accepted the next flight charges, without any option and not to make fun in airport we just came away by giving written complaint to GMR. But still I believe in justice.
Verified Support Jun 15, 2018 IndiGo Customer Care's response Hi,
We understand that your experience at Delhi airport on 9th June 2018 was not up to your satisfaction. We are quite concerned to note your comments on our services. We would like to assure you that our staff has no reason not to accept any passenger on flight especially when the seat goes vacant reserved in their name. We would like to clarify that it is the sole responsibility of the passenger to complete the security check and reach the boarding gate before closure to board their flight. Based on our investigation, flight information displays for flight 6E 2013 were updated. Also, Delhi is a silent airport regular announcements are not allowed therefore final call announcement was made for the said flight. We look forward towards your understanding in this regard and assure you of our constant efforts to provide a hassle-free travel experience to our esteemed passengers.
Regards,
IndiGo Team
Jun 15, 2018 Updated by Rsuk But how can Go Air is announcing. Rules applicable to all. There was flight at next gate and there were making repeated announcements. I totally understood you concept of misleading. Your explanation are not convincing me. Putting a mask of best and cheap flights your service is atrocious. No customers friendly. It is my fault to put a compliment. You people never accept any thing. I will take it further. I need justice.
Jun 15, 2018 Updated by Rsuk But how come Go Air is announcing. Rules applicable to all. There was flight at next gate and there were making repeated announcements. I totally understood you concept of misleading. Your explanation are not convincing me. Putting a mask of best and cheap flights your service is atrocious. No customers friendly. It is my fault to put a compaint. You people never accept any thing. I will take it further. I need justice.
Jun 15, 2018 Updated by Rsuk It would be better that I would proceed legally. I believe you have seen the video. Your people have accepted that go Air is doing wrong and you are correct. Now I understood that there is no justice from indigo.
Jun 15, 2018 Updated by Rsuk I think no one is feeling the agony which I have passed through on 9th June. We came from Ukraine in morning flight at 6:30am and again at 9am there is a flight to bhubaneswar and we are supposed to attend meeting at 3pm. Time is also valuable to us. Being on time is not only for you, that is for all.
Verified Support Jun 18, 2018 IndiGo Customer Care's response Hi,
One of our representatives will get in touch with you to address your concern at the earliest. Please be rest assured that we always remain committed to assist our passengers in the best possible manner.
Regards,
IndiGo Team
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I was travelling from Mumbai to Bangalore on 3rd June. This is my PNR LE39XZ. I was charged extra 900, the bag was definitely within limits. Can you please check this?
Thank you for bringing this to our notice. We would like to inform you that baggage allowance is one piece of hand baggage weighing 7 kg including laptop, ladies purse and check-in baggage of 15 kg is permissible. As per our findings, you were carrying a total of 3 kg excess baggage. Hence, our staff has charged for the excess baggage at the rate of INR 300 per kilogram. Please be rest assured that we try our best to assist our passengers in the best possible manner.
Regards,
IndiGo Team