[Resolved] Indigo Airlines — accommodating in the flight

satishkumar2007

from Mumbai, Maharashtra

Apr 27, 2018

Address: Bangalore, Karnataka

Dear concern,
I had to travel by 6.45pm indigo flight from bangalore to hyderabad on 27th april 2018. Reached the g11 gate by 6.25pm. The lady staff from indigo said that the gate is closed and proceed to gate 6, my supervisor will help you to get into 8.25pm flight. As i rushed to gate 6, the lady staff (Radhika) simply said the flight is full. Next available flight you can try that is at 10.30pm. When i said your staff asked me to come over here to get into the 8.25 pm flight then 1st radhika said just now ticket had purchased by somebody flight is full, then after argument she said she asked my to come to gate 6 by 7.20pm. When i went there she was giving the seat to somebody and charged rs.1000/- but to me she said flight is full.
My question is that when flight is full how can she had given seat to other guy. Is really the 8.25 flight was full.
I had to reach my home urgently, due to this confusion i am upset and all my plans cancelled.
Still i am sitting in the airport without having any confirmation from the indigo airlines.

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Jun 6, 2018

Complaint marked as Resolved

IndiGo customer support has been notified about the posted complaint.

Apr 27, 2018

Updated by satishkumar2007 i am satish kumar, [protected] mobile no.
[protected]@gmail.com

Verified Support

Apr 28, 2018

IndiGo Customer Care's response Hi Satish,

We regret to hear about your experience regarding your travel in flight 6E-855 from Bengaluru to Hyderabad which was scheduled to depart at 18:45 hours on 27th April 2018. As per policy, boarding gate closes 25 minutes prior to departure. Our staff has no reason to deny boarding to passengers who report on-time. Based on our records, you reported at 18:31 hours on the counters. Since, our counter was closed at the time of reporting our staff was unable to accept you for the flight.
At IndiGo, our endeavour is to assist our valued passengers at all times, therefore with an intention to help to reach the destination, our airport team offered accommodation in the next available flight. Flight at 20:25 hr was full at the time you reported. As always, we were happy to have provided assistance to you and would request your understanding in this regard.

Regards,
IndiGo Team

May 01, 2018

Updated by satishkumar2007 Dear concern,
I agree I was late. I have only problem is your staff change in communication within seconds.
Second please check the guy got accommodated in 8.25 flight, came after me to the counter that you can check in the cctv.
Looking at these thing I loose respect on the service providers.

Please ask your staff to give right communication(check n confirm before committing as one staff asked me to go to gate 6 to get accommodated in the 8.25 flight moreover she spoke to her supervisor before asking me) to the passengers.
Second first come first serve.

Regards
Satish R

Verified Support

May 01, 2018

IndiGo Customer Care's response Hi Satish,

We regret the inconvenience caused. Please bear with us while we look into this.

Regards,
IndiGo Team

Verified Support

May 04, 2018

IndiGo Customer Care's response Hi Satish,

We would like to summarize our findings. As you reported at the gate after closure re-accommodation option was offered for 20:25 pm flight. The recommendation booking can only be done at one particular counter and our team requested you to report at the counter in order to confirm the recommendation booking. However, by the time you reported at the counter flight for 20:25 pm departure was full and same was communicated to you by our staff. In order to assist you, our team offered an option of next flight for 22:20 pm departure at nominal charges of 1000, which was accepted by you. We thank you for taking out time to share your concern and we assure you of our best services at all times. We look forward to serving you on board again.

Regards,
IndiGo Team