Indigo Airlines — Did not allow check in even after being on time

Address: Mumbai City, Maharashtra

Website: www.goindigo.com

Hello, I was travelling to Bangalore from Mumbai on 16th September 2015 by 10.10 am flight no. 6E 878 with PNR G5I1QS. I had web checked in and I was travelling with my 5 year old son. We reached the airport by 9.15 am on that day and completed the security check in by 925-30 am. We sat after the check in for sometime, as I thought there will be an announcement for boarding. Then we went to the washroom, and then immediately I checked with a Indigo person about the flight. She quickly took me to the gate and they asked me where was I, and why was I delayed, I must have reached the gate by 940-45 am. They called someone from the flight and the reply came that they cannot take us in. I WAS SHOCKED, I COULD NOT BELIEVE WHAT THEY WERE SAYING. I asked them why no announcement was done, to which they said it’s a silent airport. I said if there were only 2 passengers left to be boarded why were no efforts made to contact them, they said they cannot make announcements. So I asked them why didn’t they call me on my cell, after all the airlines does take the passengers details. They said you had “web” checkedin, how do we know whether you have reached the airport or not. Their replies were just SHOCKING me. After all its indigo’s website I have taken the print out from, I had already done my security checkin on time, then what was my fault. And I am not aware of people booking their flight and not reaching the airport just for fun! It was a mental torture and my son was so terrified and was crying, how do I handle such a situation, talking to staff which is so RUDE & RUTHLESS. And an airlines who does not care whether passengers have boarded the aircraft or not but is surely taking care to get flight out before time, just to show that they are always on time. TERRIBLE, MENTAL TRUAMA, ANXIETY, HYPERTENSION were the few words that could express what I went through. The concerned ground staff name was “Juthilia”… who refused to give me her name. (I am not sure if I got the name right) It did not end there, they just asked me to contact the counter number 39. To my horror they told me that the difference that I had to pay for the next flight was 10, 800/- !!! I booked this flight planned and planned in advance on 22nd June 2015, to save money, get better flight rates! No one directed me what next, with my son and my hand luggage I was running helter skelter on the airport to get a cheaper flight. Went to Spice, Jet Airways (which was outside the airport, so had to catch hold of a indigo personnel to take me out and take me in again) and I came back to the indigo counter, I told her I would like to go ahead and book indogo by 12.30 pm flight, she said its already fun! WHY WAS A I GOING THROUGH ALL THIS, JUST BECAUSE INDIGO AIRLINES WANT TO LEAVE EARLIER THAN THE TIME AND DID NOT CARE WHETHER PASSENGERS HAD BOARDED THE FLIGHT OR NOT!! I finally booked Jet, paid 10, 100/- rupees for the next flight. Why should I bear this amount. On my return journey which was on 20th September 2015, 6.00 pm flight, the flight was delayed to 6.20 pm, there were no smses that were sent out to inform us. They took the passengers in at 6.15 pm (for a 6.20 pm flight) WHICH MEANS THAT YOU DECIDE THAT SOMETIMES YOU WILL LET THE PASSENGERS IN TILL 5 MINS BEFORE THE FLIGHT AND SOMETIMES NOT ALLOW PASSENGERS WHO HAVE ALREADY DONE THE SECURITY CHECK BY THE REQUIRED TIME. This is utterly disgusting, and I am ashamed to say that you claim that your customer service is the best and that you have the best service!! Just to conclude would like to mention that I work for an MNC company Kodak India and as a Senior Manager Human Resources, we have a corporate tie up as well with Indigo.