| Address: | Gurgaon, Haryana, 122002 |
I was scheduled to travel on flight no. 6e 109 on the 13th of june from delhi to bengaluru with my daughter. Since we live in noida, i had done a web check in, so that we could arrive in time for boarding. The flight was to depart at 6.20 and i was in the airport baggage drop in queue at 5.30. I told the indigo staff at the entry that i was going on the bengaluru flight, he said, "yes, this is the queue". I presumed that this was the queue for the flight and stayed in the line, though it moved slowly, as there were only 4 indigo staff members manning the counters. I have always seen airline staff calling out the flight numbers and helping passengers move forward, for those who had to hurry. This day, conveniently, there was no mention and when i reached the counter to drop off my bags, the lady, babika without much of a glance said that i was too late and could not board the flight. It was 5.45 after standing in the queue for about 15 minutes!! Boarding gates close 25 minutes before and even without the indigo staff help, i would have still made it, as there was no queue at the security. She asked me to go to another counter and that i would be put on another flight. I did not protest much, as i thought i would just be put on another flight. Only when i reached... Did i realize that this was actually a racket. The lady at the counter seemed to be quite used to passengers coming who had "missed" their flights!! I was told that i would be put on the next flight, but i just had to pay rs16, 800. This was indeed shocking, as i had already shelled out 9, 818 for my actual tickets. So, was my trip to bengaluru cost me rs 13, 300 each! And for what? Since, the government had stipulated that if airlines overbooked, they would have to pay twice the amount as cancellation fee, indigo airlines had conveniently found a loophole and was fleecing the passengers again!! There were quite a few people who had "missed" their flight that day and i am sure indigo airlines made a lot of money that day!!
I finally booked on the flight next day, for which i had to shell out an additional 8, 800 that included a rs 3, 200 "penalty" for each ticket because the airlines had to book me on another flight. I have not heard of anything more ridiculous than this! Apart form this loss, i had to cancel my flybus tickets to mysuru, take a cab back home, all amounting to a total loss of 12, 500.
Apart from the inconvenience caused, i would also like to report the rude behaviour of the indigo staff members.
I have been in touch with a family lawyer who said that i am justified in asking for a refund from indigo or legal action can be taken. What is worse that, on the flight next day, i heard a friend mention how the previous week she was late, reached the airport just 15 minutes before take off and since she "knew" someone working in indigo airlines, she was allowed to go straight to the aircraft without so much as a security check!! What are we doing here, compromising national security?
I think it is the duty of service industries to provide service and not harass the consumers. I expect immediate action to be taken and my money to be refunded. If you need any documents from my side, i can provide them. My passenger pnr is c36m9l
Divya pandanda
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