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[Resolved]  Indigo Airlines — mishandling of wheelchair bound passengers

I am writing this with utmost anger due to deficiency of services on indigo airlines part at patna airport on august 02, 2019.

The details of the entire incident is as follows:

My brother had booked tickets from indigo airlines for my elderly parents. Due to their poor health and old age we bought the wheel chair assistance from the airlines.

My parents were to travel from patna to visakhapatnam via kolkata on july 31st, 2019 from kolkata there was a flight change. The pnr/ booking reference no was gekikp.

However, the indigo flight from kolkata to visakhapatnam on the mentioned date was cancelled.

Their itinerary was modified and we decided to travel on august 02, 2019 with the same flight. Their total travel time was 4 hours 15 minutes.

On reaching the airport 8 am, my parents were handed over the boarding passes from patna to kolkata and from kolkata to visakhapatnam. After waiting for 1 hour, at 9 am, we received the call that the flight from patna to kolkata has been delayed. The same was informed to my parents at the airport. When they requested for an alternative flight via hyderabad, which, as per the indigo website, had the fastest travel time till visakhapatnam, they were informed by the airlines staff that the delay of the said flight will not hinder their journey and that they would travel through the same flight as per their itinerary and the boarding passes issued to them. Despite our repeated requests, the airlines staff did not pay any heed to the same and my old, senior citizens, wheel chair bound parents were made to wait unnecessary at the airport.

After waiting for 4 long hours at patna airport my parents, were asked to immediately board a delhi bound flight at 12.30 pm, as their kolkata flight was delayed beyond reasonable time. They were immediately made to board the delhi bound flight without any explanation. Also, all their boarding passes were taken from them and they were made to sit in the flight without boarding passes. They were not informed about their alternate routes. They were not given any information.

Just before the takeoff of the delhi bound flight, the airlines staff rushed to my parents and handed them 4 boarding passes, without the luggage slip.

On reaching delhi, we realised that
1. My parents modified itinerary, as per patna indigo staffs was patna to delhi, delhi to hyderabad and hyderabad to visakhapatnam (Longest and awfully modified itinerary for wheel chair bound passengers)
2. The other major audacity was that there was just 10 minutes difference in the arrival flight, from delhi to hyderabad and boarding flight, from hyderabad to visakhapatnam
3. There was no assistance given to my parents. My parents were stranded at terminal 2
4. Their luggage was lost
3. Their flight arrived at terminal 2 in delhi, however, their delhi to hyderabad flight was departing from terminal 1d. Their was a terminal change and the same was not informed to them.

My father, who is 64 years, had spine surgery few years back due to which he has problem in walking. He is also suffering from high blood sugar and blood pressure.

My mother, 61 years, is suffering from high blood pressure. All their medicines were in the luggage which was lost at delhi airport.

After 2 hours of our long struggle in delhi at terminal 1d with the airlines staff my parents received proper itinerary, however the layover at delhi terminal 2 airport was another 4 hours.

Their travel time increased from 4 hours 15 minutes to 12 long hours. They were at the airport without proper food, care, and their medication.

My parents were sent back to terminal 2 from terminal 1d at delhi. Fortunately, their luggage was also traced and handed over to them and they were made to shuffle from terminal 1d to terminal 2 with their luggage.

All of the above incident caused not only mental harassment, but also they were physically tired and harassed by constantly moving from different airports and terminals.

The severe deficiency of the services of the airlines and their untrained staffs have caused tremendous pressure, both mentally and physically to my parents, who are senior citizens, under constant medication and wheel chair bound.

My parents were handled very inappropriately and in a very highly insensitive manner at patna airport. The staff were very rude to them. They had no knowledge as to how such sensitive issues pertaining to wheel chair bound passengers are handled.

In reference to the above, i want indigo airlines to take cognizance of the entire situation and compensate to my parents for their traumatic experience.
Complaint marked as Resolved 2019-09-19 02:57:53

Complaint Status

[Aug 19, 2019] IndiGo customer support has been notified about the posted complaint.
Verified Support
IndiGo Customer Care's response Aug 19, 2019

We are extremely sorry for the inconvenience passenger had to face. We believe that our customer relations team is in touch with you and will assist in the best possible way.

Team IndiGo
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