[Resolved] Indigo Airlines — money-minded, worst service | |||
This has reference to my recent air travel booked with indigo airlines for domestic journey. On 12th april 2018, i had a return flight from mumbai to delhi, booked through indigo airlines, flight no.: 6e174, scheduled departure, 04:15 p. M. I had no check-in baggage and therefore rushed to the boarding gates immediately. Due to usual mumbai traffic congestion followed by airport security checks, i reached the gate to board the flight at 03:50 p. M. Relieved that i could make it on –time as there were still 25 min. For the flight to fly, i approached the gate. But to my dismay, the lady standing at the gate told me that the boarding was completed and they have cancelled my ticket without any notification/information to me and the flight push button was released. (The airline does not have a policy to inform the passengers who could not board and simply cancel their tickets-or re-sell them!) They told me that i was the only passenger who could not board the flight. Without any concern or willingness to assist me further, they tend to ignore me. I could not understand, there were still 25 min. And i was sure, flight was not flying before time!! With the help of the security personnel appointed nearby, i was directed to counter no. 7, indigo airlines for re-scheduling/re-purchase of tickets. At the counter, i was told that there is a flight at 08:00 p. M. And would cost me inr 9, 000 for a one-way journey. When i insisted for a flight before 08:00 p. M., they told me that if i can wait until 6:00 p. M. And any other passenger did not board the next scheduled flight, they will adjust me in the same, with much higher pricing!!! (There is supposed to be no re-scheduling also considering that i have already paid for my ticket and eligible to be adjusted) While standing at that counter, i also came across several other people who were facing the same situation. Another passenger had to fly to hyderabad and had a medical urgency with his child in hyderabad. There were still 40 min. For his scheduled flight and he wanted to check-in the baggage. The people at the counter were rude and indifferent, completely convinced that they cannot do anything. He was almost crying and was even willing to leave his baggage so he could board. I don’t know what happened with him further as i decided not to go through any flights from indigo and bought another ticket from goair. As a routine job, the indigo staff at the baggage check-in counters, also misguide people to cause unnecessary delays. I understand, everyday people may be missing on the flights or some situations, where they are not able to board on time. I respect the policies of the authorities, but the rules are being modified by some cheap kind of airlines to make money/benefits on expense of conveniences to the customers. But, i consider it as my responsibility to inform the authorities: indigo has set-up a side business of looting people by re-selling the already occupied seats at just double or triple the prices. I request the authorities to probe into the matter and take strict actions against the such fraud airlines. Was this information helpful? | |||
May 21, 2018 Complaint marked as Resolved IndiGo customer support has been notified about the posted complaint. Verified Support Apr 16, 2018 IndiGo Customer Care's response Hi, We are sorry to hear about your experience. We can understand your trip didn’t go as planned. We would like to inform you that as per policy, boarding gate closes 25 mins prior to the scheduled departure time and in case of web check-in passengers need to check-in their baggage before the closure of check-in counter which is 45 min prior from scheduled departure time. As checked, you reported at 15:57 hrs for the flight scheduled to depart at 16:15 hrs. Hence, our staff was unable to accept you for the same flight. Further, you can claim no show taxes refund, request you to get in touch with travel portal used to making the reservation. As always, we were happy to have provided assistance to you and would request your understanding in this regard. We look forward to serving you on board again. Regards, IndiGo Team Verified Support Apr 18, 2018 IndiGo Customer Care's response Hi, We would like to summarize our findings for you. You were booked to travel in flight 6E 174 from Mumbai to Delhi which was scheduled to depart at 16:15 hours on 12th April 2018. As per policy, boarding gate for the flight closes 25 minutes prior to departure. Based on our records, you reported at 15:57 hours and boarding gates for the flight were closed at 15:50. Our staff has no reason to deny boarding to passengers who report on-time. In fact, they try to accommodate passengers who report marginally late. While we understand your sentiment, please note that reporting on-time is the passenger's sole responsibility and in case passengers fail to report within the designated time frame, our staff cannot accept them for the flight. Also, we would like to mention here that, the seat reserved under your name gone vacant it does not benefit us. Further, our endeavour is to assist our valued passengers at all times, therefore, our airport team offered to accommodation in the next available flight, subject to payment of applicable charges. We would like to clarify that re-accommodation is not followed as per policy but with an intention to help you to reach the destination. We look forward towards your understanding in this regard. Regards, IndiGo Team Verified Support Apr 19, 2018 IndiGo Customer Care's response Hi, We understand your concern. We would like to clarify that upon re-accommodation necessary charges are applicable. Also, changes in the booking is possible till 2 hrs prior from departure time. Further, we regret the experience. We believe this could have been handled in manner. Therefore, we have shared your experience with our airport team on the need for displaying a customer-friendly demeanor at all contact points. We look forward to your understanding for the need of our policy. Please be assured of our constant endeavor to provide a hassle-free experience to our esteemed customers. Regards, IndiGo Team | |||
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I even mentioned to her that 25 min remain but she was unwilling to listen.
I have a firm belief that my ticket was sold to someone and therefore nothing could be done.