[Resolved] Indigo Airlines — deliberately delayed at check in counter

noella P

from Mumbai, Maharashtra

Feb 16, 2018

Address: Mumbai City, Maharashtra

M7wmhy thats the pnr for my mumbai chandigarh indigo flight on 16th jan 2018. My friends travelling with me had arranged my boarding pass at mumbai airport and directed me to collect it from counter no. 30 as i had done a web checkin.

Due to heavy snarls and some unexpected processions, metro work etc, i landed at the airport and made my way to the counter at 1055 am for the flight at 1140 am. The lady staff at the counter wrote on a paper reported at 11 am and went about doing the entry and confirmed that my boarding pass is with her. Since she said that i did not indulge in discussion of 5 mins extra that she accounted

On placing my bag to checkin she kept making some phone calls but there seemed no one at the other end to receive her calls. She asked me to wait and started checkin for the next pax. When i told her that i am geeting late and she needs to complete my job first she dont worry your boarding pass is ready. I just need to arrange for you bag pick up and it will be done. Thereafter i tried to approach the other staff asking for help as she seemed to look the other way attending to other pax one after another. Finally i met a gentleman who said he is the duty manager. He came about did some entry on the computer screen and told me its ok leave your bag and proceed and he vanished from the counter. This lady however did not handover my boarding pass. This entire drama went on till 1120 am and finally ay 1122 she tells me the size of my bag is bigger and cannot be accomodated in the cabin. Then she asked me to rebook myself on the next flight and considered this ticket as no show.

Did she tell me this on the 1st instance, i would have arranged to return the bag to the one who came to see me off and moved on with minimum things in a smaller shopping bag that i had.

I had to incurr almost additional rs. 10000 loss on rebooking and losing a day of my holiday in shimla. All due to the lady staff at indigos counter no. 30 on 16.1.18 at 11. Am. Or indigos strategy of over booking.

It seemed later that the flight was overbooked and it was just to make extra money that i was unnecesarrily delayed. As my friends mentioned that my seat was alloted to a gentlemen and the flight was full.

Seems indigo is known for such behaviour as later i heard from pax who met the same fate as me mentioned at the airport.

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Mar 20, 2018

Complaint marked as Resolved

IndiGo customer support has been notified about the posted complaint.

Verified Support

Feb 17, 2018

IndiGo Customer Care's response Dear Ms. Picardo,

Thank you for writing to us.

As checked with reference to your concern, you had reported our counters at 11:10 for the flight which was scheduled to depart at 11:40. Our airport team had tried their level best to accommodate you on the same flight, however, you were carrying 13kgs as baggage which was not able to load in our flight due to check-in baggage closure and due to excess size of baggage, it was not able to go in hand baggage. As late reporting was the only reason, our staff couldn't accept you on the flight. Our staff has no reason to deny boarding to passengers who report on-time. In fact, they try to accommodate passengers who report marginally late. As per our policy, check-in counters close 45 mins prior to the scheduled departure. Also, we advise our passengers to reach the airport 2 hrs prior to the scheduled departure to avoid any last min hassle. We request for your understanding in this regard.

Regards,
Team IndiGo