Indigo Airlines — Behavior and attitude by airlines staff

Address: New Delhi, Delhi, 110006

My name is Divay Bahl and I had a flight at 8 AM on 3/27 (Delhi to Bangalore 6E 115), which they 'pre-poned' to 4 AM and apparently sent out a couple of SMSes to inform me. The phone number I used for the booking is not one that I use regularly so I missed their SMS. I reached the airport at 6am and I was told my flight had left and I was obviously taken aback.

Now, I understand that airlines need to do such alterations for numerous reasons BUT ... I was shocked to see that the staff initially took no liability for my distress. At Counter #1, I was told I will be booked on another flight without any charge and was escorted to another counter. At counter #2, the lady took a U-turn and told me I have to pay for my re-booking at which I obviously got frustrated.

Then came the "rude supervisor" Mr. Saurabh, who tried to justify the airlines' stand showing me the proof in their system that the SMS was sent. Additionally, he would "not even let me talk" and tried to shove his justification down my throat.

After quite a bit of argument, I was eventually re-booked at the behest of a relatively compassionate supervisor, Ms. Kiran. Even though I did get a re-booking, I still could not get over the following points:

1. Indigo pre-pones a flight and uses SMS notification to intimate all its passengers about such a change and "assumes" EVERYONE read it.

2. Secondly, I fail to understand that if they have to reschedule a flight then why not reschedule on a 'later' flight in which case the only consequence will be just a delay for the passenger and not a missed flight.

3. Lastly, I feel agonized that I had to "fight" for something that should have been a corporate responsibility of such a reputed airlines in the first place.