| Address: Hyderabad - RGIA Airport |
My wife booked a flight from Hyd - Mumbai on 3rd June 2021. The flight was 6E 5732 and PNR HQ97NH. We gave the RT-PCR sample on 31st May and were informed by the path lab, that the reports would come the next day i.e 1st June. With this, we were within the 48 hrs window of the RT PCR test. However, we got the report on the same day at 11:37PM.
My wife was 21 weeks pregnant and was travelling alone. The Indigo staff refused her boarding and said reluctantly that if the report would have come after 12AM, they would have allowed her to board the flight.
Indigo is a good carrier, and have always liked it, but this behaviour was simply awful and disheartening. They made her do a test again, and gave her a flight at 6.30 PM that same evening.
My question to indigo management is:
1. if something would have happened to her as she is pregnant, would the airline staff have taken the responsibility for that.
2. How can a passenger control the timings and delivery of results that are provided by the pathology lab? If they give it before the scheduled time, is it my fault?
3. This check should be done at the check-in counter. She did the check in and was waiting at the terminal. Had this been done at the check in counter, she would have got enough time to get a test done at the airport itself, and get the results. The reason I am saying this is she was at the airport by 7, and the flight was at 10.30. The second test was done at 12PM and the hard copy was given to her at 2PM. So just 2 hrs to get the report. Had she been told at 7am when she arrived at airport that the rt-pcr is not valid, she could have done the second test, and got the report by max 10 am and boarded the flight.
But this was negligence by Indigo, and you made a pregnant lady wait in the airport where she was more susceptible to get the virus. This is not expected, and I want the Indigo management to answer this for me.
Aug 6, 2021
Complaint marked as Resolved
IndiGo customer support has been notified about the posted complaint.
Verified Support
Jun 19, 2021
IndiGo Customer Care's response Dear Sir,
We sincerely apologise for such an experience. Our team will be calling you shortly on the registered number to discuss this in detail.
Regards,
Team IndiGo
As checked, the refund after applicable cancellation charges has been processed from our end on 15 April 2021. We request you to please get in touch with your travel agency to claim the same.
Regards,
Team IndiGo