Indigo Airlines — Unprofessional Indigo staff behavior in responsible customer service positions

Address:

004, Terrace Towers, near electricity department Alto, Porvorim, Goa 403521

Dear Management Team,

I am writing this letter to convey my disappointment against the unprofessional behavior of your staff members in the Goa airport towards wheelchair arrangements while travelling back home to Visakhapatnam from Goa.

As you are aware, wheelchair service for this PNR has been reserved well in advance for the passenger, CL Mittal, aged 85 years. However, after reaching Goa Mopa airport by 2:00pm today (dt:19th December 2023), I called the airport counter of your airline via the assistance phone at the drop off point to arrange wheelchair with an attendant from the entry point to the boarding point of plane as a senior citizen. I reminded counter staff on 3 occasions via the phone and on then walked over to physically request them for the same after waiting over 20minutes of time span, I repeatedly requested over and over again at the counter for wheelchair arrangement because of intolerable heat and uncomfortable seating arrangement that were provided for passengers by the airport but after waiting another 15 minutes, when all staff in the counter had left their positions, Mr. Mittal, with the support of a loaded trolley, had to walk up to the check in with number of walking breaks facing no attention/support from Indigo ground staff members in the airport.

While the rest of my family members were struggling with getting the attention of responsible airline staff at the same time, to ask for help to escort the elderly man, on counter number 7, Mrs. Eleza was not showing any urgency in the matter, nor was able to strongly ask for assistance from her senior staff. Upon persuasion she approached Mr. Abhijeet who blatantly informed her that the same is not our concern and the lookout of the passengers as the sub contracted vendor does not have enough staff. Shocked at hearing this, we now started losing our cool as this was straight up ignorance and denial of basic services deemed serviceable by your airline. Absolute mental harassment and helplessness is what we have gone through to ensure our senior citizen and partially mobile family member gets the needed assistance. After nearly 40 minutes of waiting, Ms. Aishwarya tended to us and apologized, which was simply not enough for what we were put to. Mr. Zuber, the assistant manager then stepped in and ensured wheelchair was provided and assured me that right action will be taken in this regard.

To wrap up, I would like to inform you that Indigo is responsible for making arrangements and ensuring the staff are sensitized to the requirements of the partially mobile passengers who are full paying passengers. The chaos, rudeness and time taken to finish formalities are simply not required to be faced by travelling passengers. Different forms of apologies at each and every stage don’t cut the levels of discomforts.

I demand to know how the Airline will take remedial steps in ensuring the right action is taken against the irresponsible staff, the discomfort faced by us and how this will not happen with any passenger in the future.

I urge you to pay attention to my complaint according to the airline procedure and do compensate me accordingly by procedures.

Kindly do the needful soon!

Your’s sincerely,
Mr. Vidhan. Mittal.