[Resolved] Indigo Airlines — more 1 of 11, 180 horrible indigo assistance

nepra

from Bengaluru, Karnataka

Apr 20, 2018

Address: 560087

Website: www.goindigo.in

Hi,

I have a very serious concern to raise here for indigo staff.

I had a flight today (20th april-2018) at 5:35 am from bengaluru airport 6e-903.
Web checkin was already made earlier.

Which i missed because of rude and insincere behaviour of indigo staff and was misled for financial gain.

Below are series of incidents that took place :

1. Initially the flight was at 7:10 am which got rescheduled to 5:35 am,

2. I was in hospital last night and called indigo customer care support that i might reach 5-10 min late for check-in because of some unavoidable circumstances.

3. I had reached the indigo checkin counter entry point at 4:50 am exactly, the staff did not allow me to directly go to "boarding pass counter" in-spite of many requests they strictly told me to follow the queue. I followed the queue and passengers helped me to reach front of the queue somehow i reached the counter at 4:55 am, the lady at the counter said we cant do anything you are late, you have to book another flight, though i had the web-checkin done and reached 35 min before still she did not guided me well and provoked me to book another flight and directed me to reservation counter.

4. Lady at the reservation counter wasted my 10 mins while she was talking to her colleagues inside the cabin and then she replied that next flight will cost me 17k inr (While online it was 12k inr for indigo at 11:15hrs) i asked her why is she quoting me such a high prices to which she said that price can be negotiated and you might only have to pay 15k. (Are the indigo flights charges are flexible as per their staff convenience?)

5.in between other airline staff's came to me and informed me that if you have web-checkin you can directly take the printout and go to security gate if you have even reached 25 min. Before. Where as it was 40 mins even after the staff misled me.

6. I was seriously shocked that the lady at help-desk wasted my 10-15 min just for the financial gain without giving me necessary information and with extremely rude behaviour and straight way asking for the raised priced
(I had reached at 40-45 min. Before the flight actual departure time)

7.in-spite of being the frequent flyer with indigo i am seriously shocked with the pathetic assistance i got today from indigo staff.

Was this information helpful?

No (0)

Yes (0)

May 21, 2018

Complaint marked as Resolved

IndiGo customer support has been notified about the posted complaint.

Verified Support

Apr 20, 2018

IndiGo Customer Care's response Hi Neha,

We sincerely regret the inconvenience caused to you. Your flight was rescheduled due to operational reasons. We recognize the importance of maintaining our flight schedules and assure you best of our efforts to eliminate or minimize the causes of change, which are within our control. We do realize the impact of a flight cancelation on the convenience of our passengers however, our operations depend upon various external factors. When changes happen we allow our passenger to choose a refund or re-booking onto an alternative IndiGo flight at no additional cost. You have opted for the flight from Bengaluru to Lucknow. As per policy, check-in counter for the flight closes 45 minutes prior to departure in case of web check-in passengers need to check-in their baggage before the closure of check-in counter. Based on our records, you reported at 05:00 hours and your luggage was not checked-in that was the only reason our staff couldn’t accept you for the flight scheduled to depart at 05:35 hours.
At IndiGo, our endeavor is to assist our valued passengers at all times, therefore with an intention to help you reach your destination, our airport team offered to accommodate you on the next available flight, subject to payment of applicable charges i.e. the difference in fare and re-accommodation charges, due to limited available seat fare difference was high. Further, you can claim a refund of no-show taxes, request you to get in touch with travel portal originally used for making the booking. We look forward towards your understanding in this regard.

Regards,
IndiGo Team