[Resolved] Indigo Airlines — unethical behaviour

prabhjeet bhatiya

from Thiruvananthapuram, Kerala

Address:	Bangalore, Karnataka, 560037
Website:	www.goindigo.in

My flight time was 4:40 hrs from indore airport. I reached the airport at 4:00 hrs. Since there was no one even in one of your counter i wasted my 5-6 minutes standing in the jet airline queue. And when i was known i went to one of your servants and asked to call anyone to let me checked in. When she came to me it took another 4-5 minutes. And when she came she started arguing that they cannot check me in since the rule is you should be there 45 mins prior to the departure.
"i got no call from your service that we are done with boarding". I had office on that day, and i couldn't board the flight. And trhen i was reaccommodate in a flight which charged me 1000 rs. Extra and was at 12:30 noon. When i was standing in queue he again told the check-in is done, when i told it is your service which was late, they confirmed and opened the check-in, made me checked-in and closed the check-in again. This time a was at the counter 30 mins prior to departure and i was checked in.

I have 3 questions to you:
1. Why there was no call from your service regarding check-in/boarding?
2. If you are so strict with your rules, why you checked me in 30 mins prior the departure in the second time because it was your fault?
3. It was an early morning flight, and there was no-one at your counters to serve the customers, what kind of service do you provide then?

I know gates get closed 25 mins prior i had only one baggage, withinn 40 mins they were really not able to board only one person?

Please reply.

Was this information helpful?

No (0)

Yes (0)

Dec 25, 2018

Complaint marked as Resolved

IndiGo customer support has been notified about the posted complaint.

Verified Support

Nov 24, 2018

IndiGo Customer Care's response Hi Prabhjeet,

We are sorry to hear about the experience. Please know that check-in counter closes 45 mins prior to the scheduled departure time of the flight. Our staff has no reason to deny boarding to passengers who report on-time. In fact, they try to accommodate passengers who report marginally late. Also, we do not call up passengers upon their contact number as a process. Since our check-in counter was already closed at the time of your reporting, our staff was unable to accept you for the same flight.
Our endeavour is to assist our valued passengers at all times, therefore with an intention to help you reach the destination, our airport team offered you to accommodate on the next available flight subject to payment of applicable charges, which were accepted by you. Further, our staff has allowed you to board the flight at the last minute as a one-time goodwill gesture. We look forward towards your understanding in this regard.

Regards,
IndiGo Team