[Resolved] Indigo Airlines — misleading staff

sunitagupt

from Mumbai, Maharashtra

Address:

Mumbai City, Maharashtra

We sunita gupta and divij gupta had been booked on the 9:15 am indigo airlines flight from mumbai to kolkata booking ref no. Wcu77j, date 8/12/2017, we had checked in online on 7/12/2017. We reached the airport at 8:15 am 1 hour before the flight. When we asked assistance from indigo staff to hurry up with the baggage drop we were told to wait in que as 9 am passengers were still in que. We as law abiding citizens waited our turn patiently just to be told that the counters were closed. Right infront o[censored]s there was another family on the same flight who were taken in and w were told to go to counter no.7 for assistance. On reaching counter no.7 we were told nothing can be done and we were asked to book ourselves on a later flight at a heavy premium. Which we did as the travel was important. But is it really fair to cheat passengers like this. Looks like a combined conspiracy tp make passengers pay extra. The staff kept insisting that they had paged for flight 321 for kolkata but all they were paging for were a chandigarh and raipur flight. Please look int the matter as due to your staffs callous attitude i have lost close to 16000 rs today which i was made to pay as difference in fare for the later 4;45 pm flight. As it is hard earned and saved money please ask you to look into the matter.
The name of the staff at the staff near the aiport entrance was priyanka. I hope you will do something about the matter as soon as possible.
Cctv footage at airport can be checked as proof of my entry on time

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Mar 19, 2018

Complaint marked as Resolved

Verified Support

Feb 12, 2018

IndiGo Customer Care's response Dear Ms Gupta,

Thank you for writing to IndiGo.
With reference to your request, we understand you were unable to board flight 6E-321 from Mumbai to Kolkata on 8th December 2017
I would like to politely state that we try our level best to accept passengers who report marginally late due to reasons or situations beyond their control as it does not benefit us when the seat reserved under your name goes vacant. While our intention is to help our passengers as much as we can at every contact point, at times it becomes difficult to achieve this goal due to various operational challenges.
Further, your feedback definitely matters to us and we would like to assure you that we have shared your feedback regarding your experience at Mumbai airport with the Airport Manager – Mumbai, who in turn will counsel the staff to assist our passengers accordingly to provide them with a hassle-free journey.
We would like to inform you that the seat on your original reservation went vacant and therefore as per policy the complete booking amount gets forfeited. However, our staff at the airport offered you re-accommodation by charging you only the necessary fee which was willfully accepted by you.
Ms Gupta, we would like to clarify that re-accommodation is never followed as a policy. It was offered purely as a gesture to assist you in saving the amount from being forfeited and reaching the planned destination.
Thus, we are not in a position to offer any refund in this regard.
We request your kind understanding on the need for our policy and look forward to serving you again. Thank you for taking time to communicate with us.

Regards,
Team IndiGo