[Resolved]  Indigo Airlines — unethical/apathy/harassment to the family of the deceased

Dear team indigo,

We had made a bulk booking at the last minute due to death in family, for 9 passengers in the indigo airlines on 15th oct, 2018 from maa to bom worth inr 71496/-.
Booking id – 8692005
Pnr - fb59wv
Time - 12.15 to 14.20

Passengers reached the airport a couple of hours ahead of our departure. All the passenger’s had checked in except passenger 9 who was at the entry gate near cisf checkpoint. During check in of other passengers in the same booking id, indigo team assured passenger 1 that the boarding pass will be handed over to passenger 9 when he arrives for the check in and that all the other passengers can proceed with the security check. We were also informed that passenger 9 would be escorted until the boarding gate. We were at ease due to the assurance and support provide by the team.

However, things turned haywire when passenger 9 arrived for check in & the indigo team member did not permit the passenger to proceed without the boarding pass. Indigo team member had the boarding pass with her and did not hand it over to the passenger in spite of multiple requests & recurrent begging. Passenger 9 was harassed and indigo showed no compassion towards the loss.

It would have been an easy journey and much appreciated service, only if the boarding pass was handed over to the passenger when it was requested upon.
At such times of distress and mourning, we would expect some empathy to be shown towards the family of the deceased. However, thanks to a bunch of discourteous, ill mannered & irreverent team members who were the face of indigo, we had to experience immense stress, annoyance and tension apart from the grief & mourning. Few team members said she had the boarding pass but when asked the lady, she said she doesn’t have it and thus the entire team made a fool o[censored]s in the times of distress. All this led to passenger 9 being blamed for being late & missing his flight & had to book the next available flight with other airline in order to witness the funeral of his family member.

Indigo’s core values of high customer service, communication & efficient service were turned a deaf ear to, by your own employees.

Nevertheless, the email is intended towards the conduct of the team towards their customers for cheating, dishonesty and misrepresentation as per ipc 420 and harassment of the passenger. I would expect indigo to send a letter of apology to the family of the deceived along with the remuneration to the family members for the stress, mental torture and emotional pressure given to the family while they were experiencing the pain of their loss.

If indigo cannot cater to the requests, i would be happy to go to the consumer rights court and file a case against the harassment and mental torture that indigo team gave us in the difficult times.

I am writing this on behalf of the passenger as he won’t be able to follow it up, as he is the mourner in the family of the deceased.

Looking forward for the response.

Regards,
Family member of the travelling passenger