[Resolved]  GoIndigo — Complaint about the services

Address: Kolkata, West Bengal

Hi, I and three friends of mine planned for a trip to Goa. As decided, we went to the Kolkata airport to buy the tickets for the four o[censored]s on 1st of July, 2013.We checked the rates and finally zeroed in on the Indigo offer. We told them the date and the booked 4 tickets. We didn’t know till then that we would me harassed so much. We boarded the flight 6E293 Kolkata to Mumbai(reference:KUSQDV) and then had a connecting flight 6E181 Mumbai to Goa(reference:GUR9CQ). We landed at Mumbai at the correct time on 10th October, 2013 but due to the luggage collection and the bus coming late to get us to the terminal(form the flight), we missed the boarding just by a few minuted.Even when we were standing in the queue in Mumbai airport to get our boarding passes, we heard they were closing the gates for the Mumbai-Goa flight.We hurried but were late by 3 minutes and so we couldn’t get the boarding pass.We missed our flight.We were told by the employee sitting over there that our tickets were non refundable but they will consider adjusting only if we take the next flight which was at 1:20PM.We had earlier bought the ticket @ 10000 for the four o[censored]s but now were told to pay a whopping 20000 to get 4 tickets of the next flight.We agreed but I just want to point out a few things: 1)We booked two flights: 6E293 Kolkata to Mumbai(7:20am-11:10am) and 6E181 Mumbai to Goa(12:15pm-1:20pm) from the Indigo counter at Kolkata airport.They could have told us about the other flights from Mumbai to Goa and suggested us that if we were a bit late, we could miss the connecting flight to Goa which we eventually did! 2)The flight reached on time i.e at 11:10 but we reached the baggage counter at 11:32am and the checkin queue @ 11:35am.They could have allowed us if they wanted to but the lady sitting over there was very adamant.She even told that we should be grateful that they are considering our previous ticket and if we don’t book the 1:20pm flight then they would take the full amount if we wanted to go on a later flight. 3)If the bus arriving to take us from the flight is late, is it our fault?Our bags come late on the baggage collection conveyor, was it our fault?We were late and we literally ran in the airport to reach the counter but there was no response or any kind of helping attitude from the Indigo personnel at the airport. 4)They constantly reminded us that our tickets were non-refundable and they were helping us by giving us a discount on the next flight!Helping?really..if you call this help then thank you but I don’t require it! 5)20000 was a huge amount and we eventually had to book the next flight as we didn’t have any other option.We had limited holidays(3 days) and couldn’t spare an extra day day travelling.Our trip got spoilt as 20000 was a considerable amount and we dropped many sightseeing plans due to this mishap. Please: 1)Educate and train your employees who book tickets at the aiport and let them warn customers that if they are travelling and considering a connecting flight, the next flight should be minimum 3 hours later. 2)We are the people who love to travel and getting such responses from such a huge brand disappointed us. 3)The non refundable ticket and Indigo doing us a huge favour by considering our previous ticket cost.We are travelers and not beggars!but yes you made a feel like one!thank you for the awesome treatment at the airport. Last but not the least, kindly consider my suggestions as it can lead to delighted customers and people would love to take the (Indigo)flights again. In flight service is as important as the service being provided at the airport so don’t neglect it. Regards, Subhankar Sinha, Kolkata.