[Resolved] Indigo Airlines — did not allowed an elderly lady to board the flight on being 10 min late

Hina Tiwari

from Bengaluru, Karnataka

Apr 15, 2018

Address: Mumbai City, Maharashtra, 400093

My mother was to travel from mumbai to lucknow on 14 the april, pnr re 9 vyz, and due to traffic jam reached airport 10 minutes after baggage closing counter, flight leaving time was still 45 minutes left and she was not allowed to board the flight giving reasons that she was late by 20 minutes. My mother insisted that she will leave the baggage behind still the staff was so non cooperative and refused straight away. No consideration for an elderly senior citizen traveling alone.

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May 19, 2018

Complaint marked as Resolved

IndiGo customer support has been notified about the posted complaint.

Verified Support

Apr 16, 2018

IndiGo Customer Care's response Hi Hina,

With reference to your post, we have investigated the matter and would like to summarize our findings for you.

Passenger was booked to travel in flight 6E 174 from Mumbai to Lucknow which was scheduled to depart at 16:15 hours on 14th April 2018. As per policy, check-in counter for the flight closes 45 minutes prior to departure. Based on our records, passenger reported at 15:40 hours which is 35 minutes prior to the departure. Since our check-in counters were already closed for the flight, our staff was unable to accept passenger for the flight. At IndiGo, our endeavor is to assist our valued passengers at all times, therefore with an intention to help to reach the destination, our airport team offered to accommodation in the next available flight, subject to payment of applicable charges i.e. which was not accepted by the passenger. Further, you can claim a refund for no-show taxes, by getting in touch with travel portal used to make the reservation. We look forward towards your understanding in this regard. Please be rest assured that we try our best to assist our passenger in the best possible manner.

Regards,
IndiGo Team