[Resolved] Indigo Airlines — unsatisfactory customer service
SuSukanya Karmakar on Oct 9, 2018
My parents (Senior citizens) travelled on indigo flight 6e-361 from bengaluru to mumbai today. I was supposed to travel with them but i had to cancel at the last moment due to urgent work here.
After about 1 hour of them already walking inside the terminal (I personally went to see them off) and before 20mins from the flight departure i get a call from an indigo executive saying that the passengers have missed their flight and have to pay and take the next available one. I had talked to my parents after they checked in their luggage and the news of them not reaching the departure gate made me anxious and worried. On asking the executive about this, he replied that i don’t know they have missed the flight and have to take the next one. I asked again about my parents that how is this possible that theu haven’t reached the gate after check in and the executive said “i cannot search for them in a 4km long airport building, you just tell that they have to take the next flight”.
I was baffled by this response and i told the guy that i don’t appreciate the way he is handling this and he should be helping the customer in such a situation. To this he replied that i am not saying anything madam but it is not my problem if they didn’t reach the gate before 25mins of flight departure. When i finally lost my cool and scolded him for his behaviour, he instead blamed it on me for being rude and disconnected the call.
I immediately called my father to check up on him and he informed me that they were already inside the gate and in the runway bus going to the airplane for boarding. They were not late on the check in counter and had reached before the gate was finally and permanently closed.
This is unexpected behaviour from a well reputed airline, distressing the customer right in the middle of their travel and then behaving rudely on top of that.
Complaint marked as Resolved Nov 13, 2018
[Oct 09, 2018] IndiGo customer support has been notified about the posted complaint.
Verified SupportIndiGo Customer Care's response, Oct 10, 2018
We are extremely sorry for the slip up at our end because of which you had a distressfull time. We strive to provide the best of the services to our passenger but there are instances, where human error supercedes the process we set. Nonetheless, we would like to assure you that we have shared this with our airport Manager to counsel the concerned staff member to be extremely polite, courteous and more attentive while assisting our passengers to ensure non-occurrence of such situations in future. Please be assured that we always remain committed to assist our esteemed passengers in the best possible manner.
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