Verified Support
Feb 12, 2018
IndiGo Customer Care's response Dear Mr Gopalakrishnan,
Thank you for writing to IndiGo.
With reference to your request, we understand you were unable to board flight 6E-654 from Chennai to Chandigarh on 11th November 2017
We would like to inform you that, at IndiGo, we close the check-in counters 45 minutes prior to the scheduled departure time of the flight. This information is also mentioned on the itinerary sent on confirming the reservation.
We would also like to mention that, passengers who are travelling with hand baggage and carrying printed web check-in boarding pass may report directly to the boarding gate and passenger who is reporting with check-in baggage need to get their luggage checked prior 45 minutes of the scheduled departure
We try our level best to accept passengers reporting past the scheduled reporting time, however, it was not possible for our staff to accept you at the time you had reported at our counters as the counters of 6E-654 were already closed.
We strongly recommend our passengers to report at the airport at least 2 hours prior the scheduled departure time to enjoy a hassle-free boarding experience.
Moreover, had there been any possibility, our staff would have accepted you for the flight without any hesitation as we always try to accept the passengers reporting past the scheduled time, however, this effort is based on a lot of external factors.
We would like to inform you that the seat on your original reservation went vacant and therefore as per policy the complete booking amount gets forfeited. However, our staff at the airport offered you re-accommodation by charging you only the fare difference and necessary fee which was accepted by you and as per investigation our staff also waived off the accommodation fees as a goodwill gesture.
We request your kind understanding on the need for our policy and look forward to serving you again.
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