[Resolved]  Indigo Airlines — missing the flight due to poor communication from customer service officers

Address:

560127

Dear Officer In charge,
I was supposed to travel in flight 6E-51 on 2nd July, timing 05.20am from Chennai (MAA) to Singapore (SIN) due to poor communication from your customer service staffs I won't able to travel on that flight. Let me elaborate exactly what happened on that day. I have finished my check-In by around 3.50am, then I was waiting in the immigration queue and cleared the immigration by 4.37am and security check by 4.45am. At this point, I still have 10 more mins to reach the gate if the gate has been closed 25mins prior to departure. Actually, I had reached to the waiting hall at 4.50am. Without proper announcement they have changed the gate from 11 to 12. I was totally not aware of it. At around 5.00am when I enquired 3 customer service officer who is resting in the chair near Gate 11, they explained that the Gate has been changed from No.11 to No 12 and now it has been closed. When I asked them why you haven't give proper mike announcement? Mr Vivek Customer service manager says that it is not their duty. I was stunned by his reply. And I go on to ask him that you may aware that I was finished check in, boarding pass and going to flight in 6E-51 then why you haven't search for me in the waiting hall? He said that it is not in-practise in Indigo airlines, which is not a true statement. I am frequent flyer from Singapore to Chennai, many times I have travelled in Indigo airlines. In past, Indigo customer service officers will be very kind and make sure all the passengers who has done their check-in has been boarded. If they came to know that any passenger is not boarded yet, they will search for that particular passengers and alert them, which is not happened on that day. Mr Vivek convinced me that they will book in next Indigo Airlines flight 6E 53 to Singapore which is scheduled at 21.55hrs departure with minimum additional fare price. Since I have no choice, I agreed to go in next flight. In the ticket counter, they charged me Rs.9648 which is more than the actual flight ticket cost of Rs.8961.14 which I have booked for the flight 6E-51 on 2nd July, 05.20hrs. I am totally fed up the way the customer service staff acted to situation especially Mr. Vivek. He don't understand the pain of Customers despite he is very rude to me. My personal thought on this issue is at any cause the passenger who had cleared the security check 35mins prior to the flight departure should not miss the flight because of the reason that the gate has been closed. If customer service officer fails to satisfy the customers then really I don't know what the meaning of Customer Service. Hope you will understand the situation and customer views. I like to highlight I am not the only one passenger who missed the flight, there are totally 4 passengers who missed the flight 6E 51 on 2nd July, 0520hrs because of poor communication from your customer service officers. Appreciate if you have taken action against this customer service team and give compensation for the passengers who had missed the flight because of above mentioned reason. For your reference, I have attached copy of my cancelled boarding pass, tax invoice of both the flights.