[Resolved]  Indigo Airlines — was not allowed to board the flight even after going through the security checks

Address:500032

Hi team,

I was supposed to travel to indore from hyderabad by 4:55am flight today. I reached airport on time and underwent security check on 4:18 am. Post that i went to lounge for 10 mins. There was no announcement being made about the indigo hence i was under the impression that the boarding might be delayed.

I stayed there for 10 mins and reached the gate at around 4:32 am only to find out there was no indigo spokesperson there. I waited for 2 mins and then i thought something might be wrong. So i went to other gate and there i found out that the boarding is closed.

I was not allowed to board the flight. Can you please look into this regard and check why there was no announcement being made and also why no indigo spokesperson was at the boarding gate.

I always prefer indigo over other airlines and this is the first time it has happened so i expect indigo to take some action against it.

Regards,
Anshul
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Oct 20, 2018
Complaint marked as Resolved 
IndiGo customer support has been notified about the posted complaint.
Verified Support
Sep 17, 2018
IndiGo Customer Care's response
Hi Anshul,

We understand you were unable to board flight 6E 416. As per our policy, boarding gate closes 25 mins prior to the scheduled departure also, Hyderabad is a silent airport. 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. However, as you had reported after the gate closure, our staff could not accept you for the same flight. However, our staff offered you re-accommodation as a customer service gesture. We'd like to clarify that re-accommodation is not followed as a policy, but with the intention to help our customers reach their destination at the earliest. We request for your understanding in this regard.

Regards,
IndiGo Team
Complaint comments 

Comments

Hi Team,

Thanks for the reply. Couple of things i would like to mention:

I reached the gate just 2 minutes late @4:32 only to find out there was no Indigo spokesperson near the date. I waited for 2 minutes and then reached to the other gate by 4:35am to speak with an exective.

I was not given the replacement fee for no charge. For 2 tickets i had paid 5009INR extra and the amount on makemytrip at that time was 2790 per person.

No one tried to contact us. We had already checked in. If someone would have reached out, i wouldn't ha ve to go through all these.

Hoping that you would consider the situation we were under.
IndiGo Customer Care's response, Sep 21, 2018
Verified Support
Hi Anshul,

It is unfortunate that you missed your flight. Please note that reporting on-time is the passenger's sole responsibility. However, considering the situation, we offered you re-accommodation in our next available flight at a nominal charge of INR 1000 per passenger to help you save your entire ticket amount from being forfeited. We sincerely hope for your cooperation and understanding in this regard.

Regards,
IndiGo Team

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