[Resolved]  Indigo Airlines — payment refund for mis management by indigo ground staff

Address:

Dehradun, Uttarakhand, 248002

My name is manoj saini where i booked a return flight from delhi hyderabad - hyderabad delhi on dated 22.07.2018 for 05 passengers namely manoj saini, rajesh rana, meena gurung, reena rana and laxmi devi with pnr number zcfe6c in flight no. 6e5268. On 14.12.2018 we went to terminal t1 and were stopped by the security staff as we did not book the ticket for infant and was told to book it from outside counter of indigo. We went to book the ticket for ujjawal rana who was 2 years and 11 days old and were asked to pay rupees 24, 280 one way for him with pnr number ejvrrk. As we did not have choice we asked him to book and the staff gave us the e ticket o[censored]jjawal rana and he showed it as delhi-
Chennai-hyderabad sector in ticket as he said that since there is no seat available in the plane he has made some adjustment after speaking to his duty manager nandu. It was 07:40 approximately at that time and he told us that we should go and meet his dm at counter number h07 and he will assist us in quick boarding as it was already 07:40 a:m. When we went to counter number h07 we did not find his dm but a lady was sitting at that counter who took our e-tickets and she did not had any clue as the dm was missing at counter h07 and neither dm nandu told her that we will come at the counter for the boarding passes. The lady left the counter unattended to speak to the dm nandu in front of other guests waiting in the que and also took me along with her to the dm. On meeting dm told her that he has approved the adjustment o[censored]jjawal rana and to process the quick boarding. We came back at the counter h07 but the lady was so slow in the process that it exhausted another 30 minutes resulting in the missing of our flight.
Left with no option we were offered to be adjusted in another flight but it was connecting flights from raipur, chennai, bhubaneshwar and banglore which had 2 seats available in via chennai flight, 2 seats via raipur and one each seats available via banglore and via raipur to hyderabad. We had no choice therefore we requested the lady to put mrs. Reena rana and her infant ujjawal rana in 01 flight, rajesh rana and laxmi devi in 01 flight (Laxmi devi is a senior citizen and illiterate who cannot travel alone) and meena gurung and manoj saini in flights with 01 seat each.
The blunder started from here. Since ujjawal rana's e-ticket was mentioned with delhi-chennai-hyderabad therefore rajesh rana and reena rana were put together in the delhi-chennai-hyderabad along with ujjawal rana from t-2. Laxmi devi was put alone in delhi-raipur-hyderabad flight. Meena gurung was put in delhi-bhubaneshwar-hyderabad flight and manoj saini in delhi-banglore-hyderabad flight. When we received the e-tickets we noticed this error from the staff and highlighted this to her and we told her that we were told 2 seats each were available in delhi-chennai-hyderabad and 2 seats in delhi-raipur-hyderabad flight so why the lady made the mistake in putting the passengers accordingly when we told her that infant and her mother to be put together and laxmi devi with rajesh rana together as laxmi devi cannot travel alone. The staff started arguing that we have done according to your wish we requested that since laxmi devi has being put alone in delhi-raipur-chennai flight so they can swipe laxmi devi with rajesh rana in delhi-chennai-hyderabad flight and rajesh rana can travel alone in delhi-raipur-hyderabad flight. The people did not listen to us. They asked us to wait for 01 hour and we waited but after 01 hour also they did nothing and told us to go to t-2 and can request the staff at t-2 to make the changes. We met rajan at the t-2 terminal and requested him to make the changes but he did not helped. No-body at the counter was ready to listen to our request. Then atlast we met a nepalese boy at the counter and told him the entire story in nepalese language and he then suggested us to put laxmi devi on wheel chair and indigo staff will help her in the boarding and de-boarding of the flight.
Left with no option we accepted his request and when we presented our e-tickets for the boarding passes then the indigo staff noticed another blunder made by the ticket booker of t-1 that the e-ticket o[censored]jjawal rana was a direct flight from delhi to hyderabad but on the e-ticket it was mentioned as delhi-chennai-hyderabad. The staff of t-2 told us that there is a huge goo[censored]p in issuing the e-ticket o[censored]jjawal rana and it was also suspicious of the amount of 24, 280 rupees which was charged to us for a 2 years and 11 days old child. Then scared of this blunder that we might take an action against the indigo airport staff four of our passengers namely rajesh rana (Pnr dew68j), ujjawal rana (Pnr ejvrrk), reena rana (Pnr rf7snm), laxmi devi (Pnr ril5jq) were put in the same flight from delhi to raipur and from raipur to hyderabad with pnr number rajesh rana (Pnr dew68j), ujjawal rana (Pnr ejvrrk), reena rana (Pnr rf7snm), laxmi devi (Pnr ril5jq).
My first question with indigo management is that amount of 24, 280 rupees is a huge was a child of 2 years 11 days, second question there is lack of proper communication flow between the internal staff of the same organisation when the ticket for child was booked and we paid whatever amount we were asked to pay then why the duty manager did not passed the message to the respective desk h07. Third question, the ladies at the counter do not attend 01 guest at a time and also leaves the counter without any attendant at the desk and the whole process consumes a lot of valuable time. Fourth the counter do not even has a printer and to print a e-ticket the attendant goes to the other counter and even the print out that she hands over to us does not shows the details as the cartridge of the printer does not have ink in it. Fifth nobody at the airport is ready to listen to the customers most of the time in the situation like ours and only passing the query to other desk or terminal happens. Sixth when we were requesting to interchange our passengers with flight we were told that it cannot be done and also we requested to put 02 passengers in 01 flight which was also not done but when the management came to know of the goo[censored]p of the child's ticket then suddenly all 04 seats were avaialble in delhi-raipur-hyderabad flight.

I urge the management to look into this serious matter and would also request you to kindly charge a valid air price for the child and refund the balance amount as it was a huge blunder because we had to wait for more than 09 hours at the airport to board the flight.

I have also lodged a complaint in national consumer forum for the same with complaint number 1062486.

Thanking you

Manoj saini