[Resolved]  Indigo Airlines — not allowed to board flight even after issuing boarding pass

Address: Kolkata, West Bengal, 700006

Website: Indigo airlines

Atrocious experience trying to fly with you which seems like a recurring thing with your airline at this point. Delays were fine and understandable but to actually decree that a person with a speech defect is unfit to fly is a new low. I had pre-requested special assistance for my 76 year old grandmother. We were told to check for a wheelchair at the airline counters outside ccu airport entrance by the customer care team. Having arrived at the airport by 5:10, we head directly there. Turns out, there's no such counter and we finally are directed to the checking counter by an army jawaan where we happen to arrive at 5:31 for a 6:05 flight. We were sent back from the security checkpoint citing my grandmother's speech defect as an argument against her ability to fly. All of this in spite o[censored]s having our boarding passes in hand. Ludicrous. Inhumane behaviour on full display after when we request that the 2 others accompanying her be allowed to board. The delay that this has inevitably resulted in is now somehow our fault and our reservations are summarily cancelled without a second thought. 'we have to cancel all three tickets, can't just cancel one'. They talk amongst themselves, make the calls for us and send us packing. What era is this? We ask humbly for a full hour that we be accommodated on this flight or the following flight, minus the one person that they deem unfit to fly, but nobody is willing to listen. Customer care has no answers and their superiors hung up on us twice in the span of one hour after two back to back 30 min calls. We were finally told that a call can be taken 2 hours prior to the following flight for which we would need to present our case to the team at the airport and hope for the best. At this time, all we request is reassurance of resolution or a refund of some kind to which we have the phone hung up in our faces. Is this what indigo has become? Apathetic and inhumane? Is this the best way to redress a grievance that had at the center of it all. Out of all people, a senior citizen with a speech defect on a wheelchair?