Verified Support
Feb 15, 2018
IndiGo Customer Care's response Dear Ms Jajodia,
Thank you for writing to IndiGo.
With reference to your email, we would like to inform you that, at Indigo, we close the boarding gates 25 minutes prior to the scheduled departure time of the flight. This information is also mentioned on the itinerary sent to you and also on the boarding pass.
Further, we always try our level best to accept passengers reporting past the scheduled reporting time, however, on 04th January 2018, it was not possible for our staff to accept you at that time as you had reported after the closure of counter for 6E-757 Delhi – Raipur.
Apart from accepting a passenger, once the counters are closed the load sheet needs to be amended, headcount has to be changed, baggage (if any) holds also need to be re-opened to accommodate any addition which may further hamper the operations.
Moreover, we make every possible effort to minimize such delays and offer our customers an on-time and hassle-free flying experience. Our operations are dependent on various factors which determine our on-time performance like airport infrastructure, runway availability, air traffic etc. These factors can contribute to delays which are beyond our control. Additionally, delays in incoming flights due to weather and/or air traffic congestion also contribute to delays.
Moreover, we would also like to mention here that the seat on your original reservation went vacant therefore as per policy you would be entitled for government/airport applicable taxes of passenger service fee and user development fee.
Adhering to the above-stated policy, an amount of INR 330 towards no show taxes, comprising of passenger service fee and user development fee under booking reference UY5J3S, has been refunded to the agency account. We would request you to get in touch with the concerned travel agent to claim the refund amount.
Once again, we thank you for taking out time to communicate with us.
Regards,
Team IndiGo
We understand that you were unable to board 6E-985. As checked, reporting late was the reason that our staff couldn't accept you on the flight. 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 counter closure, our staff could not accept it.
As per our policy, check-in counters closes 45 minutes prior to the scheduled departure. Also, we advise our passengers to reach the airport 2 hours prior to the scheduled departure to avoid any last min hassle. We request for your understanding in this regard.
At IndiGo, our endeavor is to assist our valued passengers at all times, therefore with an intention to help you reach your destination, our airport team offered to accommodate you on the next available flight, subject to additional payment of the difference in fare i.e. INR 8774.00/- and re-accommodation charges worth INR 16, 214.00/- which we understand were accepted by you and you duly traveled to your destination.
We are happy to provided you any further assistance or clarifications you need.
We look forward to serving you on-board again.
Regards,
IndiGo Team