[Resolved]  Indigo Airlines — poor airport boarding management and staff crew members behaviour

Address: East Singhbhum, Jharkhand, 831001

Dear team indigo,

I am writing this email to express my grievance over a very horrible experience i had today with indigo airlines. For the last 10 years i have been a regular flyer with your airlines and had a very nice experience till date. However, my perception has been affected after today’s experience with your staff and members.

I had a flight booking from bagdogra to kolkata (6e-534 – pnr no. Rhnz9k) for 16th feb-2018. I was coming back from gangtok and had started at around 10 am in the morning. My wife had serious vomiting and was not feeling well, hence there was some delay in covering the road distance. We managed to report at the boarding point of airport at 3:55 pm. I knew that we were very late considering that the scheduled departure is 4:35 pm. However, there was an indigo staff (I am not sure but i think she was ms. Rita) to whom i described the situation and requested to accommodate us in the flight.

She called up the manager (Mr. Ganesh) and said it is not possible. I explicitly told that my wife is not well and have already multiple vomits and i want to get her checked as soon as we reach kolkata. She again called to check with mr. Ganesh and conveyed that they will not be able to assist in any way. I felt bad that indigo staff are not having any kind of humanitarian approach while dealing with customers. It is the one time when your customer expects you to understand the troublesome situation he is facing and instead the staffs behaved in a very inhuman manner. I asked ms. Rita if i could meet someone senior like mr. Ganesh and explain the situation, she out rightly denied saying that she is the senior person and the decision is final.

I had to book the next available air asia flight at 4 times the cost with each ticket costing me inr 5500/-. I had to pay inr 11000 for 2 tickets as it was a medical emergency. I met mr. Ganesh after security check in and expressed my concern to which he said that he was not aware of the situation otherwise he would have accommodated. This came to me as a surprise because i thought it was clearly communicated to him. It puts a question on the integrity and honesty of esteemed organization like yours.

I demand a proper grievance addressable and resolution process for the above incident i had to face due to mismanagement of indigo airline staff members. Till now i am not taking up this matter in various social media platforms or consumer interest forums as i believe this can be solved with mutual efforts. However, if proper actions are not being taken i would be forced to take appropriate actions which may harm/tarnish brand image of indigo airlines among loyal customers like me.

Also please share the escalation matrix and email id of senior persons of indigo to whom i would like to communicate the issue.

Thanks and regards,

Sandeep acharya

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