[Resolved]  Indigo Airlines — mis organised transfer services for a delayed flight.

Website:

www.goindigo.in

Dear Indigo airlines
This is Dr.Ram Sateesh Pasupuleti, Faculty from Indian Institute of Technology Roorkee. Today on 20th December 2018 i had a booking for flight from Tirupati to Dehradun via hyderabad transfer. My PNR no is PE3FSP..

Whilst we reached tirupati, and checked in the security, the Indigo staff member who is incharge there (a tall guy tamilian name not known) had informed that flight is delayed. We enquired about our connecting status. He said he called tirupati airport manager, and hyderabad airport manager. and finally concluded us that they will put us in the same flight as scheduled, with little delay in hyderabad. We have repeatedly asked him, also discussed him with options, whether he can atleast put us to next Delhi flight and transfer us to Dehradun by road. After hearing us too, he very strictly assured us that in hyderabad people will help us in luggage shifting and help us in putting us in the scheduled flight.

We reached hyderabad and there were people on ground, asking for jaipur and bhubaneswar transfer. but no one was there to help us or inform about Dehradun flight, which had already left.

The hyderabad supervisor, Deepak Singh, id no. AEP Hyd00005952 have informed us they have got the information that two passengers are having transfer. and they may miss this flight. Initially i asked him his id for complaining process, for not establishing clear communication either with customer flying and the follow upon supervisor from tirupati. He denied showing his id. then i tried t take his badge photo, he agitated to even do that, then only after he showed his id, only i have deleted his photo.
Later on after a long negotiations, they booked me a hotel near by and booked a flight on next day travelling to dehradun on 21st december. They denied, providing surface travel from Delhi. This would have helped us, to reach atleast on time. Now I am wasting one full day in hyderabad. I will be missing one fruitful day, spending unnecessarily in hyderabad.
The above is the incident. The below are my complaints.

1. I am seriously disappointed by the way tirupati staff members, who have done the boarding for the flight 6E 7108 have informed us a serious lie that in hyderabad the flight is delayed and you will be transferred as scheduled. Despite of our requests to put us an alternative flight to delhi. He some have washed his hands just to send us from tirupati, then the headache is from hyderabad onwards. We have asked him about this confirmation, many times. because, we had other pick up connections which also costed us some charges. His behavior also appeared to us as though he was trying wash his hands after he send us from tirupati.
I demand a serious strict action against such employees, who will bring a bad repute to INDIGO.

2. Complaint about hyderabad ground staff.
No person was there to inform us about the situation when we landed, until we reach inside the arrivals. More importantly, why is some one hesitant to show his id. He should not be aggressive if some one takes his photograph, when he denies providing his id. If he has not done some thing wrong. They were not able to arrange on road transport from Delhi as alternative. I personally feel he is clear that he is gonna put us in alternative flight, which was not communicated to us whilst we were in tirupati. he did not established any contact with them afterwards as well.

3. Claiming from insurance:
My trip is insured, I think I should get the claim of such delay and disturbances. kindly update me how you are going to settle this claim.

I am expecting a serious actions and swift response for this situation. Otherwise, this will be my last trip from Indigo. will never encourage anyone for Indigo. I ill loose trust and hope with you, if you don't make this a transparent and prompt action.

Awaiting your response
Best Regards