Indigo Airlines — Quality of service at hyderabad airport and money refund

Address:	Hyderabad, Andhra Pradesh
Website:	www.goindigo.in

To the management of indigo,
With a lot of dissatisfaction and anger i write this letter. I had morning flight from hyderabad to bangalore on the 16th of nov 2016. I reached airport on time. Got my boarding pass, i had excess luggage as i had an international flight to take from bangalore. I was going for employment purpose. Flight no: 6e 151. While i was in the que to pay for the extra luggage i noticed there were three european (In a group) customers, who were having a payment issue. They were telling to your counter staff that they have been cheated. You may check the cc tv footage for that particular date and time to verify the same. I wasted a lot of time in the “q”. If the counter staff felt it is too late to receive the payment for excess luggage they should have told me at that point of time and done an alternate arrangement for me. Card was swiped at 0744am. Post paying an amount of 8, 000/inr i moved to security check. Before moving to gate no: 24 (Seat allotted to me was 12d) i had a quick coffee as i was tired of standing in the q, i am a sugar and cholesterol patient. When i reached at the gate, the counter staff (A girl) told me gate is closed. This was at 0817am. Flight departure time was 0840am. When i questioned here why was there no announcement and also as a general practice with all other fight company why did someone not even bother to check for the customer or called the customer, which most of the flight company dose, the answer that i got was “we can’t use our personal mobile to call customer as we don’t have company mobile, we can’t spend our money. This made me really upset, how can someone treat customer like this, when you are working in a service industry. I still feel there was a scope of letting me in. Many flight company are flexible and they accommodate customer request. I had to go back. When i went back the same counter where i paid for my excess luggage the counter person recognized me and was shocked to see why i was not allowed. All this could have happened because you must have been over booked. I felt cheated. Next indigo flight was at 1135am. I couldn’t take that flight as my international flight from bangalore was at 1320hrs. I am a middle class employee. My ticket was booked by my company. Now i had no choice but to buy a fresh ticket from spice jet which was cheaper compared to indigo. As such there is a crisis of money these days. Luckily i had credit card. I used the same to pay for my next flight with spice jet.
Now the other issue is till now i haven’t been refunded my excess luggage money of 8000/inr.
Flight no: 6e 151
Passenger name: asi arun kumar reddy
Seat no: 12d
Sequence: 27
Pnr: v92thc
Excess luggage: 30kg
Issued by: pr4
Can you at least refund my money. As such during demonetization this money matter a lot to me, as such i had so much problem at the airport as i didn't had any excess money.