IndiGo Complaints & Reviews

Denied boarding and extra charges on next Indigo-flight
I would like to share details of an incident which happened on the morning of 23rd Feb. 2016 at Mumbai airport regarding a case of poor customer service and abnormal charging of the tickets for an alternative flight and demand corrective action for the same.

We were five passengers booked for your Mumbai-Delhi Indigo flight 6E 196 with PNR no. P22ZUR ; The scheduled departure was 10:50 am on 23 Feb. 2016.

Due to traffic congestion and unusual rush at the entrance main gate of the airport, we could not seek boarding pass till 10:10 a.m. We are certainly aware of the terms and conditions of boarding pass issuance and by this time the attendant at the counter said that this flight is not possible, we had pleaded with the staff and requested them to accommodate us in the flight as the flight in question had significant time for departure (That is approx. 40 min.). We also pleaded with your staff to speak to their superiors and seek help. But they refused our request, created a kind of a panic situation and simply asked us to travel by an alternative flight. The attendant told us to go the counter no. 38 A where the staff members rudely repeat the same thing that your flight is not possible although we have web-check-in one day before the flight.

The argue took 10 to 15 min. more and it is almost 10:30 a.m. by then. Then I requested them is there any way out, then again they said NOT POSSIBLE. Then I asked them what if my checked-in baggage will not go, then the staff member at the counter 38 A said that it is possible if your checked-in baggage will not go with you provided you have web-check-in which I already had. Again that lady look into the computer and said ‘Now it is not possible because it is too late’.

Now in the reflection of events gone by, we would like to pose the following questions --

1) Seriously in this age of competition, development, social media, what kind of a customer service is that?

-- One, you could have allowed us to board the flight as there was still significant time left (approx.. 40 min.) and the difference in time by which we missed the boarding pass deadline was hardly minutes (Do you reimburse customers if your flight reaches late by few minutes?)
-- Second, if that posed really grave operational difficulties, and we appreciate your stickler for on-time departures, you could have accommodated us in a following flight with our existing tickets !, as do most airlines albeit with some token charges (That would have been a touch of amazing customer service and human understanding and also humanity.)

2) Why did your executives behave in such a manner without any human touch and understanding of our situation and not properly guide us about the options? All your staff seems to be on a mission to make best of the situation n company favour.

3) Being a reputed company in a very important service industry, why did your staff lack that human touch? Surely you are not just cold profit-churning machinery in this industry where airlines in India and around the world exhibit amazingly some truly wonderful examples of customer empathy. Is indigo briefing to staff is on these lines in such a situation?

Here I can tell you the following way in which I can go to the flight no. 6E 196, which unfortunately your staff must have told me :
1) I could have put my checked-in baggage (only one) to some of my known at the airport and we could have board the flight within the time easily with the cabin baggage only. For your information the security in-charge at the airport Asst. Commandant Mr. Joshi was well known to me where I could have put my checked-in baggage and could have able to go the Delhi.

2) My wife and three little kids could board the flight and I could come with the next flight so that my loss could be curtailed.

3) We all five family members could go to the same flight and my checked-in baggage could come with the next possible flight.

All the above ways could be possible but your staff members at 38A force me to buy fresh tickets which cost me Rs. 22, 005 under pnr. No. ZD94KQ – 6E – 174.

Now I tell you the most interesting things which you must relish regarding the efficiency of your staff that as soon as I bought these tickets, the all the above three ways to go has been told by your staff only at the ticket counter. Amazing thing, isn’t it?

We have many other such questions - We would like to have answers for these and corrective action from your end. We request a full refund for the extra amount charged though very little can fix the ordeal which we went through. Please show us that customer service really means to you.
I am not asking about the compensation of my difficulties I just want my right to get full refund of pnr. No. ZD94KQ – 6E – 174 because this loss is sheerly due to inefficiency and lack of knowledge of your staff.
Vivek Negi

Passenger (Mr. Sanjeev Channa) took the boarding pass and completed the security check. Since the passenger was feeling some health issues, he intimated the IndiGo ground staff to help him/ call him to reach towards boarding gate once it is opened. Even then, ground staff failed to reach the passenger (even after a special request from the passenger due to his ill-health). Therafter, passenger had requested the staff to accomodate him in a later flight. But all the requests made by the passenger were in vain/futile efforts. Neither he was accomodated in a later flight nor any compensation granted for non-utilized air-ticket.
Due to this hardship, passenger was forced to spend another sum of around Rs. 7200/- for an AirIndia Ticket.

Kindly, look into the issue and compensate the passenger adequately.

I was to fly today from Dibrugarh to Delhi on flight 6E 571 at 1350 Hrs today that is on 25 Feb 2016, with Booking Reference M6FVTF. But due to postponement of PGT English exam of Haryana Staff Selection Commission I had to cancel the ticket. I got my ticket my ticket cancelled prior to two hours before departure but I have not been refunded money.

Booked IndiGo airline tickets on 16/01/2016 for Guwahati to Kolkata flight. Flight was scheduled to leave 12.20 from GAU. Due to inordinate delay we were forced to come to Kolkata by another flight. The Guwahati counter person cancelled the tickets and wrote for refund of Rs. 7510 duly stamped and signed. She also confirmed that refund will be made after 15 days. After 30 days I have not yet received the refunded amount. Please arrange to refund at the earliest to avoid further complication.

Dipankar Das.
Filght no- 6E-20 dated 16/01/2016, GAU to CCU Time: 12.20
Name:- Dipratim Das & Dipankar Das Ticket No- CEKGSH

I was travelling from hyderabad to raipur < i reached airport at 4 pm and my flight was boarding at 5:15,
i checked in which took half an hour roughly and then i passed the chek post and was moving towards the boarding gate
i went to the washroom prior and then to the boarding area
there were 6 attendents 3 were male and rest three were females one of her name was 'GAUCHIA ", i reached the boarding area 1 mintute late to the schedule departure and one of the male assistant said you cannot board because your are late and your laguage has been traced
i said how can you hold me for being a single minute late from your time
they did not allow me to get inside the flight, i requested them more than 100 times they were not even paying attention they were ignoring as if i don't exist !


i was not the only one who was late, there were 2 more people who were late and they begged to allow them to attentd the flight but the 'INDIGO STAFF' ignored them as well
the two passengers were one women and one man, that man reached the boarding area and said please wait for 1 minute my collegue will just come but the INDIGO STAFF said sir if you want to go then you go don't wait for your female collegue as she was in the washroom as she had some health issues
listing to that the man said i cannot go without her
and i was standing there and was still not being allowed to enter the flight !

and then the women was a bit more late came and request them that i was very very important for thme to go in this flight as they have to attentd some function at bliaspur which will take another 2.5 hours form raipur

the women was shouting and begging to please let me go but they the INDIGO STAFF one of them was making SARCASTIC faces for which he got shouted by that women he was also saying that SIR IT WILL TAKE 4 LACKS RUPEES TO OPEN THE PLAIN DOOR AGAIN, WILL YOU PAY ? is this the way to talk, is this what INDIGO is all about ? they are paracite who suck money from people said the women she also filled a case against the company and staff by calling her lawyer

but then then flight was standing there for 20 minutes and so were we all standing
but than after 20 mintutes the flight took off and we were there standing and looking at that helplessly because these INDIGO people were also doing nothing

then i was escorted out of the boarding are with one of that male attented who was very very disrespectfull to everyone present over there
even the normal public came in our support and said let these people enter the flight we are seeing them from last 25mins but then that MALE INDIGO STAFF said 'YOU MIND YOUR OWN BUSINESS" to a normal passenger who was telling olny the senario


i wasn"t treated well not compensated and they also did't arrange another flight for me they did nothing
i that what you are supposed to get after paying the full price of the flight ?


then i travelled from in a bus from hyderabad to raipur and struglled alot beacuse of these 'INDIGO PEOPLE'

because of them i was undergone very high mental pressure

i want the company to compentiate me with price of my ticket and the struggle i faced and under gone because of them
which can resist me from taking a legal action for INDIGO AIRLINES


YOGESH ROHRA
RAIPUR CHHATTISGARH
[protected]

PNR NO. OF MY TICKET - DYF2GT

I was suppose to travel to jaipur from kolkata by indigo flight no 6e 238. the departure of flight was 05:20 a.m. as mentioned on ticket and website.
pls note that i had already done my web check in one day before my departure.
i reached the counter at 04:30a.m. but the officials denied saying that the counter is closed. i requested them saying that almost an hour is left, "how can you close the counter".. the official time of closure of counter is 45 minutes before the departure. but in no circumstances they allowed me to move in.
all these discussions killed another 20 minutes. at around 5:00 a.m., they saying that the flight has already taken off and they cant help.

now first of all i would like to question indigo that how can a flight which is suppose to take off at 5:20 a.m. be departed at 5:00 a.m.
next thing, inspite of re accomodating me in the next flight with the same fare and ticket they charged exorbitant extra amount of money (3876/-) from me. also they wrote unjust comments of late arrival at counter on my boarding pass.
kindly note there were 3 more passengers along with me with the same problem.

closing the counter one hour before the departure of flight, not re accomodating the passengers within the same fare and ticket, misbehaviour with the passengers is what i faced today.

this is highly unacceptable and unethical behaviour of indigo. i am writing this complaint letter to disclose such unethical standards indigo is following.
looking forward for justice.

I was flying Kolkata - Pune via Ahmedabad on 18/02/2016. My flight number is 6E 0202.
WHen I was checking in I was told that only non reclining seats are available.
I was shocked to know that even though I am paying the same price why am I being given non reclining seats.
Later when I boarded the flight i was even more shocked to see that my seat was non reclining since the seats behind me were being sold at a premium...

I purchased indigo iron box 750 w Dry iron(white) i received this material on date 22.02.2016 at time 4:20pm.i opened the box iron box is damaged(front edge) i am purchased web site is paytm.com please do not purchase indigo product waste of money this company product waste

Dear Sirs / Madam

Please find the following mail and SMS.
This is a bad experience mandatory to share this with each of you.
I know you are unable to Cure this But I believe Pehredar would definitely try to correct and determine the circumstances are forcefully formed by mismanagement of these airlines at cost of what.

this indicates from where to which destination the journey is started.

One More thing to remember for Low cost airlines, when you board a aircraft in Indian summer before 20 -25 minutes of its take off you got baked in hot because Low cost airline stats its cooling for airtime period only.

Please read few of stupid actions are taken on Indians which takes Low Cost Airlines.

My question to Priyanka ji is these Airlines are really low cost airlines.

Regards
Er.Deepak Johri
johri_deepak @yahoo.com
Builds Better Serves Best


To
[protected]@interglob.com, sakshi.[protected]@bm.com, [protected]@goindigo.in, [protected]@goindigo.in, aditya.[protected]@goindigo.in

CC
johri_deepak @yahoo.com, [protected]@moneyconrol.com, Hemant Goyal


Today at 8:45 PM


Dear Sir/ Madam,
We thanks to you for the Curtsy extended by your Crew during our flight.
We would remember this lesson with a tired and badly mannered reaction by your crew which may further arise in future.
We will make a request to DGCA to give allowance to carry drinking water.
This is a kind of threat on our personality. This is due to following.
1. Low Cost Airline - no packaged water.
2. Low Cost Airline - no Male crew
3. Low Cost Airline - Only 4 over-burdened female attendant in a big plane, which may react as per their physical condition, tiredness, duty hours and having lot of responsibilities hosting, demo service, cash retaining, reporting, sales of food and its distribution, cleaning, many more.. .
4. Low Cost Airline - you are a bagger in air - left your dignity on the ground and be pay moral attention and keep quite. Some body could distrust your personality.
5. Low Cost Airline - dominant staff they would teach how to speak.
6. Low Cost Airline - neither English nor Indian culture.
7.Low Cost Airline - each time you hear money for your legs space, donation, you must to hear advertisement on PA System.
8. Low Cost Airline - they would board the passenger from a far distant gate no. 20 and on after a long run they put you in a bus for the airplane.
9. Low Cost Airline - no reactions on feedback suggestions and complaints- heartless money money.
10. Low Cost Airline - group of Insensitive people. They are far distant from apology / symbolic apology / expressions of apology. They bear a Proud what they have delivered.
11. Low Cost Airline - these companies distributes one thousand Two hundred Crore Rupees to shareholders and avoids to give services of water for a human which is its own customer.
12. Low Cost Airline - these airlines does not have any one of staff to assist in large area of airport to assist before boarding and on arrival.
13. Low Cost Airline - they avoid aero-bridge like services which involves a Cost.
14. Low Cost Airline - one should get immune, should get silent before boarding of flight beware any body from the airlines may shout on you.
15. Low Cost Airline - No response, irresponsible Team of Money Makers
16. Low Cost Airline - you are thirsty crow. A thirsty crow cannot speak.

Hope this message would save people from getting disheartened on choosing such flights.

India is a safest place on the globe, but indian culture is being getting threatened, attacked, injured by india international companies.

Further Hope some body from this universe would come and deliver a lesson of humanity to such kind of people.

Thanks and regards
Er. DEEPAK JOHRI

# if want to talk- mail your contact number and details.

------ SMS ------
To: 566772
Sent: Feb 16, 2016 6:57 PM
Subject: FEEDBACK V8QF4Z 6E469 a bad...

FEEDBACK V8QF4Z 6E469 a bad experience - HAMMER IN A BLUE BLANKET, highly irritating behavior of angry woman hostess PREETI, there were no Male Hostess. It is very difficult to speak with, on demanding water She instruct to put off your request button and turned this to some other without any return. On demanding TEA very rude reply. On our denying to take any services along this behavior, she try to argue, on requesting not to argue. We know in INDIA we can not argue with a woman, On advise of my friend bearing same PNR not to speak 'IS-SE" further keep Quite She heard this and starts not to say ISKO my name is PREETI " na umar ka ho lihaz, na ho jubaan se Izzat, Shakal par ho badsurat si badzubani, Hindi ki durdasha kar-dene wale, bas ab. Bardasht nahi...
Er.DEEPAK JOHRI

I had booked ticket from delhi to ranchi for 2 person dated 05/02/2016 flight was 6e-495 dep time 6.45 am. I reached the airport at 5.45 and there was heavy rush.
When my turn came for boarding pass at 6.05 am, i was informed that they have closed for this flight.
I was literely forced to miss the flight without information and forced to take same day high value fare ticket.

I had fever today. N my flight departure was 5.05 am. Due to fever i was late and reached at 4.30 am. I was not allowed to board for the flight. Completely dis satisfied. Since i always travelled in the same flight, still i had tp face such un pleasant situation. I had to pay again for the next flight. Frustrated.!!!
Contact [protected]
Durga shankar mishra

Dear Sir/Madam,
I flew with Indigo from Kolkata to Hyderabad on 04 January 2016 and returned to Kolkata from Hyderabad on 11 January 2016. On my way back to Kolkata, I was stopped by Indigo Staff Ms Rani and Sr. Executive Mr MD Anisur at the Indigo check-in counter during check-in at Rajiv Gandhi Hyderabad International Airport. I was informed that a laptop bag is considered as a handbag and fall within the allowed 1 piece and 7 kg passenger’s handbag allowance. However, my e-ticket has only mentioned the following.

'Hand baggage allowance is 7 kgs which would include laptop and duty free shopping bags, with an additional restriction on maximum size of hand baggage not exceeding 7.0 kg and of dimension -length 55cm + width 35cm + height 25cm respectively...’

Total weight of my hand bag including the laptop was less than 7 kg and combined total dimension of my cabin luggage (hand bag + laptop bag) fell within the allowed dimension (length 55cm + width 35cm + height 25cm). I clearly demonstrate this to the Indigo staffs. My check-in luggage was less than 10 Kg. Instead, I was asked to put my handbag as checked in luggage despite the fact that Indigo staffs at the Hyderabad Airport could not show me any document stating that the laptop bag falls within the 1 piece hand bag allowance.

Indigo website (https://content.goindigo.in/Corporate/conditions-of-carriage; downloaded on 27/01/2016) states ‘As per Bureau of Civil Aviation Security (BCAS) guidelines, travelling Customers may carry maximum 7 Kg’s of Hand Baggage (which would include Laptop and duty free shopping bags), with an additional restriction on maximum size of hand baggage not exceeding 7.0 kg and of dimension - length 55cm + width 35cm + height 25cm respectively’.

Bureau of Civil Aviation Security website
(http://www.bcasindia.nic.in/passengers/traveltips.html; downloaded on 27/01/2016) states ‘Carry-on baggage is limited to one carry-on bag plus one personal item. Personal items include laptops, purses, small backpacks, briefcases, or camera cases. Remember, 1+1.’ It seems that Indigo deliberately providing wrong information to the passengers in order to harass and charge extra.
I flew from Kolkata to Hyderabad with Indigo with the same number of bags but I was not stopped at the check-in counter.
I request the concerned authority to take appropriate and necessary action against my complain.

Sincerely,

Dr. Supriyo Kumar Das

Dear Sir,

Through Authorized agent i.e. Sharp Travels (India) Limited, on 09.02.2012 I have booked an Air Ticket of IndiGo bearing PNR No JBUT7A - 6E 438 GOI BOM 1515/1625 and 6E 696 BOM JAI 1805/1950 to journey from Goa to Jaipur via Bombay on 11.02.2016 of total fare Rs. 11003/-

On the date (i.e. 11.02.2016) of journey I have got the first message around 9.00 AM from IndiGo in respect of flight delay with revised departure time of 1555hrs instead of 1515 hrs of 6E 438 GOI BOM flight. The flight was again rescheduled to departure at 1625 hrs. Considering the delay undersigned has requested at Customer care to reschedule my subsequent scheduled journey of 6E 696 BOM JAI 1805 in some other IndiGo flights as time gap between arrival and departure was only 15 minutes (expected revised arrival time of 6E 438 was 1750hrs and expected departure time of 6E 696 BOM JAI was 1805hrs). However, she has denied to reschedule my ticket and advised to cancel that booking of 6E 696 BOM JAI 1805/1950hrs and book a new ticket in subsequent flights.

Accordingly, undersigned has requested to Sharp Travels (India) Limited, to book a new air ticket from BOM JAI after cancellation of existing ticket of 6E 696 BOM JAI 1805/1950. They have booked a new air ticket bearing PNR No. I3CJ9L of 6E 217 BOM JAI 1915/2105 with a total fare of Rs. 11614/-. On account of cancellation of 6E 696 BOM JAI and they have received a credit of Rs. 3980/-. In between, I have received third message for reschedulement of 6E 438 GOI BOM with revised departure time of 1635hrs.

On reaching at Indigo counter at Goa Airport, it has has informed that the departure time of 6E 438 GOI BOM still uncertain/doubtful and proposed to depart to undersigned via Hyderabad instead of Bombay and finally after waiting of almost 2 hours at Hyderabad Airport undersigned landed in Jaipur around 9.40 PM and miss all the engagement scheduled as per original plan of journey.

In view of the above, even after payment of more than double fare undersigned miss all the engagements scheduled and bear to additional financial burden as well as other obligation for which IndiGo airlines is sole responsible.

In view of the above you are kindly requested to examine the matter and take necessary action in respect to:

1. Refund of excess amount paid on account of second booking vide PNR No. I3CJ9L 6E 217 BOM JAI 1915/2105; and

2. Cost on account of Opportunity and mental stress for almost 13hrs from 09.00 AM to 10.00 PM and other incidental charges that would be not less than Rs. 1.00 Lakh.

The Indigo airlines allow 7KG hand luggage including the laptop. It doesn't make any sense at all. A typical laptop weighs ~2KG, the laptop bag, power cards and other smaller items weigh another 2KG. Then the carry on luggage itself weighs 2 to 3KGs, this means, a passenger can carry only empty bag as carry-on luggage in Indigo airlines. It's an universal norm for allowing a personal item along with the carry-on bag. All other airlines I...

I was offloaded from Indigo flight 6E765 and a Lady staff told me to book another flight which was on 7AM. So I booked that flight and after that they told me to go to police Station for clearance where police Station incharge denied to to take me in custody because I did not do any offence. Then Indigo staff Mr Neeraj Kumar (asst security manager) helped me.
But my complaind is against the girl named Jyoti missguided me to do another booking before police clearance and Mr chetan shukla (asst security officer Indigo)who missbehaved with me and offloaded me and did not completed the formalities whichever he was supposed to do.
Now my request is for compensation of my money and precious time and the missbehave on such a public place at IGI Airport Delhi Terminal 1D.

There were not 1 or 2 but many mosquitoes in the flight.
Also there was 20min delay in delivery of the luggage after its arrival during night 11:50pm.

This is regarding flight tickets which I have booked from Hyderabad to Vizag(6E 611).
My flight was on 13th Feb at 4:55pm.below are the PNR no’s :
PNR: RY8H2G
PNR: CGDCGB
PNR: H4C5MY
We reached and done with our check in formalities at 3:20pm at that time receptionist informed us that boarding time is at 4:10pm at gate 30B and we were in that floor from 4:00pm. By the time we reached near the gate it was around 4:35pm.
But no one were present over there near boarding and even we didn’t receive any final announcement for the passengers and the flight has taken off before departure time.
Generally we will get the final announcement several times before the flight takes off. But we didn’t even get that announcement. when we checked with indigo employee over there he said that we made the final announcement. But we are sure that they didn’t make the announcement.so I called to the help no which was provided in the ticket[protected] and informed them the same and I asked them to refund the same as it was not our mistake. They said that as per records you have entered boarding at 4:44pm but we didn’t do that we reached at 4:35pm as no one were present over there we tried to contact any one from indigo by the time we contacted it was 4:44pm and they noted that time in the records And even asked them is not your responsibility to give an final announcement.
I proposed 3 options, as under:
1. To cancel the tickets and give me Full Refund.
2. To accommodate me in the late evening flight on same day from Hyderabad to Vizag.
3. Or Lastly, to postpone the entire journey for next day ( i.e. 14th February)
For 2nd option they said that was the last flight for the day and for 3rd option they said that you need to pay 3800/- per head for next day. So I asked to refund my ticket charges, they said that we will provide the TAX amount.’
When I called to help no and informed all the above stated issues and questioned them why the final announcement was not made they were not providing the answer to that question.Is this the service does indigo provides to the customers.
Now I want my money to be refunded as soon as possible.
Otherwise I will go to court and file a case against indigo airlines.

Even-though we called up @ 4 PM on Friday, 12/Feb/2016 to indigo customer care requesting them to forward our message to the Kempegowda International Airport, Bangalore that "We got stuck in a very bad traffic, we will be reaching airport in between 4:30 PM-4:45 PM. So please allow us to board our flight",
WE WEREN'T ALLOWED TO BOARD OUR FLIGHT.

We were at check-in Baggage counter @ 4:40 PM & web check-in was already done.

Please reply my below queries:

I was told by the supervisor at the airport that "We have received your request but we can't allow you!", now what is the difference between not making a call & making a call to Indigo customer care and requesting them?

Since web check-In was already done, other airport formalities should have been completed in 5-10 min, then why we were not allowed to board our flight?

In worst case, Indigo could have done the following:

By Allowing us to board the flight & luggage could have been sent to Kolkata with the next immediate flight.

Emergency gates could have been used to board the flight.

Since we were not allowed to board the flight, It's a financial loss to me apart from missing an important meeting in Kolkata.

It would be a favor from Indigo if:

The fare gets refunded or

Gets adjusted in my future trips to Kolkata.

Request you to do the needful so that a Indigo frequent flyer like me keep faith & be loyal to the airline.

PS: As per my interaction with Army people at the airport, Indigo could have made it possible to me!


Thanks & Regards,
Mayank

HI,

Indigo Flight 6E 288 which departed from Bangalore to Vishakhapatnam at 05.45 on 13/02/2016 didnt let my Wife and sister in law board the flight saying there was an ITEM in their baggage which was not allowed(the item was a party popper). PNR of the flight - Z3KBQB

They waited there since morning and were denied basic lounge services as promised by indigo .

Indigo had let them suffer in the airport for more then 10 hours. they promised to provide at least a lounge for the whole duration instead what they provideed was for 4 hours only, however they didnt let her checkin!!! and with out boarding pass no one can avail the lounge services.

My wife was mistreated ill-treated through out the process.

My name is Bharat Shah. We flew From Ahmedabad to Mumbai on Flight 172 on 11th FEB. Our Flight was delayed by almost three hours. There was no responsible person for first two hours to give the correct information. They were continuously giving us wrong information.I am very much disappointed with the service Indigo provide. I would not fly with Indigo if this kind of knows nothing attitude.

Sincerely

Bharat Shah
phone [protected]