[Resolved]  Indigo Airlines — poor service and refusal to allow check-in

I had my travel plan to Hyderabad on 18th November at 16:00 from Ahmedabad (Indigo Airlines). I had checked in airport by 14:45. By 14:55 got into que to collect my boarding pass. At the entrance Mr. X (staff of Indigo) commented that Maam you have just 15 mins to check in and also stated that there would be given buffer time to check in, he got this confirmed from their customer support (Nidhi Desai - Assistant Manager)

By the time i reached the window it was 16:20 (Also in spite of continuously letting them know that i have flight: The process was very slow- which also led the customers ahead of me to remove his extra items from the baggage and shift to the other) and by the time it was my turn the staff said very conveniently, "Maam the window for your flight is closed. You will not be able to travel". There was no announcement that was made in the airport. Neither did they call out passengers who had to travel to Hyderabad at 16:00.

This kind of irresponsible and miscommunication was not expected from Indigo staff. Also due to their fault i was charged extra INR 1500 to travel by another flight. It was really very disappointed, because when you were on time and because of the airlines fault i had to travel by 19:45 flight and that got delayed to 20:25 and on top of that bearing extra charges/expenses.

I even confronted the same with the staff. The response that i got was. Maam you should have contacted us and not Mr X (who was at the entrance of boarding point) since he is staff of Indigo airlines who only checks the tickets, he is not aware of the procedures. An employee/staff of airlines are not aware of the system, then whom do we (customers) rely on and ask queries when in doubt. Very disappointing response from the Assistant Manager, and not ready to accept the fault. Also another reason for not letting me in was because the flight is shut now and also full.The day while i was returning from Hyderabad i had got popup message to collect boarding pass 25 mins prior to my departure.

Request to kindly keep trained employees, so that customers like us when in doubt can connect/contact them freely. Also would like to request a refund/waive off the amount that has been paid extra, as i missed my flight due to careless behavior of customer support of Indigo airlines.

Thank You!!