Indigo Airlines — Deficiency of service

Address: 560021

Website: not applicable

To
The Compliant section
Indigo Airlies
Bangalore International Airport
Bangalore.

Date of incident - 30th April 2017

On 30th April 2017, following passengers had booked air tickets for travel to Pune form Bangalore in your flight number 6E 408 Copy of tickets enclosed as Annexure – 1. Schedule time of Departure was 5:25 AM.
1. Seethalakshmi H. V.
2. Swarnamba H. V.
3. Subbalakshmi D.V.
4. Prakasha H.V.
5. Keerthana H. P.
6. Saraswathi H.
7. Achutha G.Y.
8. Sreelakshmi H. V.
9. Sridhar H.
10. Abhay Vasista H.P.
All the passengers reported at check in counter well intime and collected Boarding passes for flight number stated above.
Two passengers listed under item -7 and 3 required special assistance as one had suffered serious leg injuries and the other passenger was too weak to walk and physically handicap. Both of them needed to be taken on Wheel chair to boarding gate. Sincere request was made for two wheel chairs. We were told that a maximum of four wheel chairs only could be provided for each flight and that all four chairs had been used to take passengers to boarding gate. Undersigned immediately rushed to another airlines counter and brought a chair for use of Achuta and seeing the criticality of time other passenger Subbulakshmi accepted the challenge to walk. Behind wheel chair brought from another counter INDIGO airline name was printed.
Your airline staff, however, still insisted that no more passengers could be permitted on wheel chair as quota for that flight was exhausted and regretted they would not be of any further help in that regard. We also observed that our checked in luggage had not been moved to loading bay and they were still behind check in counter.
We proceeded on our own and reached the gate number 19 twenty minutes before departure time, but your staff on duty told us that travelling passengers should report at least Twenty five minutes before departure and did not allow us to get into bus that was ferrying passengers to aircraft.
All o[censored]s were travelling to Shirdhi to have darshan of shri saibaba and our travel arrangements form Pune had been scheduled and fixed for next three days with return on 2nd May 2017. Consequently we had no choice but to reach Pune by 30th Noon.
When we told them about our imperatives, we were asked to pay additional amount to shift our tickets to 9:30 flight. We paid the difference amount and continued our journey. That flight was further delayed by 30 minutes. The details of new boarding passes issues in exchange is given in Annexure -2.
Indigo has been negligent and preplanned not to allow us to travel in the scheduled flight for reasons best known to yourself. You have achieved unjust enrichment by collecting additional charges encashing on vulnerability of our position. Your acts are illegal and you are liable to refund excess amounts collected through scheming and cheating as also compensate us for the mental agony we have suffered. All our intention to have a peaceful darshan of Baba was spoiled by your illegal acts.
What establishes your dubious intention was non movement of baggage from check in counter to aircraft that should have happened independently and automatically. Our baggage was moved to 9:30 flight after difference amount was paid. In the normal course check in counter executives would inform airline staff attached to boarding gate about passengers in transit (from counter to gate) and provide assistance even to expedite passing through security check. Observed behavior was unusual.
You are advised to refund Rs.32000.00 collected additionally and compensate us Rs.10, 000.00 for each of the passengers listed above for the mental agony suffered immediately upon receipt of this letter. If we do not hear anything within 15 days from the date of this letter we will be constrained to file our claim at Consumer court for deficiency of service with intent to collect additional money by causing agony, anxiety and frustration.
Yours Sincerely

Prakasha H.V. and on behalf of other passengers
[protected]