Indigo Airlines — Problem in web check in and then not allowed boarding in spite of giving proper reason

Address:	Gurgaon, Haryana, 248001
Website:	www.goindigo.in

I was booked on flight 6e - 755 from dehradun to delhi and then with a connecting flight 6e - 763 from delhi to pune. The flight was to depart from dehradun to delhi on 15th march 2017. The pnr number of my ticket was j8w77p

On 13th of march i tried to do the web check in on both of these flights but i was checked in only in the delhi - pune flight (This i came to know later). As per the website i was shown that my check has been done and i was alloted a seat number (I remember 27f).

As per this information i was assure that the i have been alloted a fixed seat and it will not change and would remain same in both dehradun - delhi flight as well as delhi - pune flight.

Now come the date of boarding of flight. I left dehradun at around 12:20 during the day. The flight was at 2.25 pm from dehradun. The distance from dehradun to jollygrant airport in dehradun is about 45 minutes. As i was aware that i had already done the check in i have enough time left even after reaching the airport. But on this day i was struck in a traffic jam after doiwala. Finally the traffic jam got cleared at around 1:53 pm and within 7 mintues after crossing the traffic jam i reached dehradun airport. On reaching the airport first i found no one at the security counter of the indigo airlines. He told that we have closed taking passengers but he suggested to go to the other counter as they will be able to help me in boarding the aircraft. When i reached the counter i asked them to help me board the plane they flatly declined to do so. They said that you are already late and we cant help you in any way. The only way is that we can shift you to the other flight but in that case you will be required to pay differential amount to the airlines. I told them that there has been a heavy traffic jam and that i have done a web check in already. They checked their site and told me that your check in has not been done in dehradun - delhi flight but the check in has been done in del - pune flight. This is very frustrating as during web check in i was asked to give the pnr number for web check. I used this pnr number then why i was not checked in both the flights.

I requested them that i have very urgent work and i need to go but they did not allow me. For you information there were another passengers who also were not able to reach 45 minutes before due to the same reason.

After requesting them many times we were not entertained by the customer care representatives of indigo airlines. There have been instances where i have seen customer care executives helping the passengers and running with them so as to help the passengers to board the flight even 15 - 20 minutes before the departure of the plane.

The reason for not allowing us boarding as given by the customer care executive was "the captain has signed the paper and therefore we cannot do anything" does not appeal to me. Just because captain of the plane has signed the paper boarding cannot be given to the passenger who reached 25 minutes before. I was able to see that the gates of the plane were not closed till this time but the customer care executives did not give any value to the requests being made by me and that too on a day which is being celebrated as world consumer rights day.

Since we are the consumers if we are delayed by even 15 minutes due to a valid reason we are not given any value but there have been instances when the indigo airlines flights have been delayed by even an hour. And because of this i was late in catching the connecting train from delhi to dehradun earlier.

As a result of not able to catch the flight i have suffered huge loss. If the customer care had tried and put in a little effort from their side they would have made arrangement for me as well as the fellow passengers to board the flight. But i felt that they were just there to not allow us to board the plane and were just suggesting to take another flight to pune for which i was being asked another rs. 7000/-. Is this the way the customers are treated by indigo airlines. It seems that they are just there to make money and are not at all worried about the passengers.

The solution of this as per me is that i should be refunded my entire amount of the booked ticket and also should be paid for the losses incurred.

My email id for any correspondance is [protected]@gmail.com
Contact number [protected]