[Resolved]  Indigo Airlines — missed flight due to mismanagement by Indigo staff

Address: Karnataka

Date of incidence: 1st May'2013

I reached airport at 5:10 am by airport bus . As I entered, I saw a very long queue for check-in for Indigo. I was in the line for around 20 min when Indigo manager called for passengers travelling to Nagpur/Indore. I went to him and was allowed to jump the line. He asked some o[censored]s to go to counter 2, which is a baggage drop counter. Since Indigo person had asked for, I went ahead to counter 2. Couple of passengers were ahead of me. Meanwhile on counter 8/9 also Nagpur/Indore passengers were called.

I went ahead with the line on counter 2. When it was my turn, I was told by the lady at the counter 2 that check in will not be done. Then I was sent to counter 8, where again I was refused to do the check-in, reason being I was late. Time was 5:45 am when I had reported to counter 8.

It was frustrating to see that this incident happened because of the confusion among Indigo staff members themselves. I was there at the counter when Indigo staff members made the calls, I followed the instructions given by them and still was denied the check-in. Indigo staff was not able to manage the rush hour crowd.

Even though I was offered a flight for next day (2nd May'2013), I had to drop the plan, as I had to attend a wedding which was on 1st May'2013. Also I had a connecting flight from Indore to Pune on 2nd May'2013. My plans had to be changed and also suffered a financial loss. It was because of the mismanagement on Indigo's part that I had to undergo this whole trauma.

Customer care response to the complaint sent by email was very poor. After reminders, Mr. Mukul, from customer care called. But he was not ready to accept that such incidence had happened. According to him, no such incidence had been reported at the airport. It was like I was bluffing a story and wasting my time. Later Ms. Pratibha called, but same response. Overall matter was closed by Indigo on an unpleasant note. Indigo airline should take care of the customer satisfaction.

- An unsatisfied customer