[Resolved]  Indigo Airlines — Counter staf[censored]nethical behaviour

Dear Sir,
I have the honour to bring to your kind attention an untoward and unexpected incident that occurred at Bengaluru air Port on 28 th Oct 2022 with the Indigo counter staff. The incident has caused immense inconvenience and loss to me apart from the personal insult from the Indigo staff.
At the outset, I would suggest you to consider imparting appropriate training to the staff as how to behave with the passengers and also as how to ensure passenger friendly approach with the
passengers, international passengers in particular. The frontline counter staff are the face of the carriers. If they are found to be erratic, arrogant, pugnacious and not suitably trained to handle the passengers it is quite natural that this would adversely affect the performance since the passengers will not choose the carrier for their trip.
Am an NRI entrepreneur for the last 33 years based in Dubai and travels frequently. I am senior citizen too. I had chosen the Indigo for a recent trip from Bengaluru to Dubai on 28 Oct 22 – Flt# 6E-95, CSR PNR#OLQQWF .
At the check-in counter one of the Indigo staff who was holding the passenger list took my passport and ticket copy and immediately came back and told me that I am holding a tampered passport and
marked the same in the passenger list and refused to check-in. I had then observed that the outer cover of the passport in his hand was about to be detached (may be due to frequent use or climatic affect). His choice of words and tone of the voice and body language was totally unbecoming for a customer counter staff. My efforts to make him convince the youngster, who claimed to have been the in charge, failed. He asked me to go back and get a new passport( he doesn't have an understanding of International travelling procedures with a new passport not having Visa in it ) When I told him "getting out of Dubai Airt Port scanning our residence visa and our eyes through the smart gate" the person in charge was making a joke comment on Dubai and was telling me to tear the Visa Page of Dubai and go to Dubai leaving the passport with him. ( On what right he has or Indigo to instruct me with such nasty comments. He said he won’t allow me to fly in Indigo with the passport in question. I was at the counter at 5.00 am and the conversation prolonged until 6.30 am and finally I asked them to consider my ticket to be cancelled and the Incharge told me that it cannot be done as it is now less than two hours prior flight and unable to refund claim eligibility with a sarcastic smile. My request to escort or allow me to the Immigration Officer on duty also went unheeded. In fact, I missed the trip just because of the Indigo Banglore Air Port staff /Manager Counter in charge . Since our Passport is a book with binded cover and its cover bind can be loosend or detach due to prolong use and we do not know when it will loosend from its binding .
I had left the air port and had to fly with Emirates as advised by my travel agent ab-initio on the same evening flight . I had to cancel two of my meetings in Dubai that were pre-scheduled with overseas clients, check-in one of the apartments as paying guest.
The predicament that I faced because of the no show for the pre-fixed meeting with the overseas clients, the business opportunity that I lost because of the same is huge. I hold Indigo responsible for the same and seek suitable compensation for my loss. Indigo Airline staffs should know the meaning of Tampering and and an unexpected detachment of a book front cover from its binding. I wholeheartedly look forward to receiving your support to get suitable compensation from the Indigo Airlines.
I would like to hear from you the soonest possible.
Thanking you,
Yours faithfully,
Mohan Sankar KV [protected]@gmail.com
+[protected] Dubai - United Arab Emirates