Indigo Airlines — Not allowed to board the flight

Address:Mumbai City, Maharashtra
Website:book.goindigo.in

I had reached the counter by 2 pm and the flight was of 2.40pm. since i was travelling with a 98 years mother-in-law of mine i requested the staff to let us board as it was emergency. they nor did help nor gave solutions for cancellations of tickets..Is this the service what you provide?
Completely unacceptable..kindly revert
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