[Resolved] Indigo Airlines — denial to board aircraft and surcharge of 1000/- per head for rescheduling an aircraft

Fahad Affan

from Chakia, Bihar

May 8, 2018

Address: 600005

1. Pnr-xbeghs (8 passengers) & pnr-uh8tuq (2 passengers) were denied to board 6e 298 flight from maa to cok on[protected] when we arrived at the gates by 6am. There was a delay in the security check for the ladies of this group but the boarding passes were given to all the passengers and when we arrived at the stipulated gate at 6 am we were denied entry.
2. Moreover we were charged for the next flight at the surcharge cost of rs.1000/- per head
3. Further there was a 17 month old child (1 among the 8 passengers of pnr-xbeghs) who was charged full fare for the journey.in what way is this justified.

I demand reimbursement of the surcharge amount at the earliest.

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Jun 12, 2018

Complaint marked as Resolved

IndiGo customer support has been notified about the posted complaint.

Verified Support

May 09, 2018

IndiGo Customer Care's response Hi Fahad,

With reference to your post, we would like to summarize our findings. Passengers were booked to travel in flight 6E 298 from Chennai to Kolkata which was scheduled to depart at 06:10 hours on 19th April 2018. Please note that boarding gate closes 25 minutes prior from scheduled departure time. Based on our records, passengers reported at 05:53 hours. Since our boarding gates were already closed, our staff was unable to accept passengers 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, subject to payment of applicable charges which was accepted by you. Also, we wish to mention that children under the age of two years, as on the date of travel, can travel as Infants with a fixed fee of INR 1250 which is charged by our staff. Please be rest assured that we try our best to assist our passenger in the best possible manner.

Regards,
IndiGo Team