[Resolved] Indigo Airlines — not allowed to board the flight

1 Review
 rishabh0912 on Feb 14, 2019

This is regarding complaint against indigo way of treating customers.
Incident is on 14th feb 2019, flight no 6e163 (Bangalore - lucknow) morning 11:15 am departure.

I had reached bangalore airport indigo counter at 10:40 am (It was late as there was huge traffic), but as i am travelling by indigo from last 5 years continuously. And i was travelling with my wife and my parents. Total 5 passengers.

I had already done the web-checkin. As i reached the counter, the lady at the counter started with the process, but then the manager came and he stopped her from doing the checkin.

I inquired with him, he said if you need on priority, then you have to go to counter number 33 and pay some amount, we can't checkin you on priority like this. When i said i can pay the charges he said that the counter is closed.

Then he assigned some other manager and he said him to look into the matter but don't process the checkin. Is this the way indigo is treating the passengers.

When i said that we don't want to checkin the luggage and just you send my parents in the flight with hand luggage, me and my wife will come in some other flight, then his response was that you should have given this option at the start, we can't give you these options. Even then 20 mins were there for the flight to take off.

Just because he has to do some paperwork, as he said, he was not ready to take even 3 passengers in the flight that too with hand luggage.

I requested a lot to the managers to allow atleast my parents, but in the end they didn't agree. I have to attend the marriage and i was not able to attend that.

I want the full refund for my 5 tickets.

Is this really the correct way of cooperation and what about my loss of money which i born because of non cooperation

Mailid: [protected]@yahoo.com
Complaint marked as Resolved Mar 23, 2019

Complaint Status

[Feb 14, 2019] IndiGo customer support has been notified about the posted complaint.
Updated by rishabh0912, Feb 14, 2019
I have even done Web checkin and paid Rs1450 for that.
Verified Support
IndiGo Customer Care's response, Feb 15, 2019
Hi Rishabh,

We are sorry to hear that you feel this way. Please know that we close our boarding gates 25 min prior to the scheduled departure. We 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. Based on our records, you reported at 1051 hrs to the gates. Hence, our staff was unable to accept you for the same flight.
Further, you may contact the travel agency used while making the reservation to claim the refund towards no show taxes. We sincerely hope that you will see this matter in the right spirit.

Team IndiGo
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