[Resolved] Indigo Airlines — reached counter on time but did not get boarding pass

George VFM

from Bengaluru, Karnataka

Apr 13, 2018

Address: 560077

Dear sir/madam, me and my wife had a flight this morning to trivandrum to attend the funeral of a close relative at kadampanad at 11am this morning. We reached the counter by 5.10am but the counter executives said it is closed and will not be able to give boarding pass. We reached the airport at 4.51am at the parking lot. Delay was due to the automatic boarding pass machine did not work. Inspite of telling them we are going for a funeral they were not obliging. Neither did they cancel the ticket.

I do want you to take it up with the authorities. I will show you all proofs to confirm the time of arrival.

Pnr no: mgnjpq

Thanks,
George & shobha
[protected]@vfmindia. Biz
[protected]

+3 photos

Was this information helpful?

No (0)

Yes (0)

May 14, 2018

Complaint marked as Resolved

IndiGo customer support has been notified about the posted complaint.

Apr 13, 2018

Updated by George VFM They refused to cancel ticket also as the flight had not yet left. They want us to call only after the flight leaves. If I had a confirmed ticket without check-in baggage how did they give our booking to someone else?

Verified Support

Apr 13, 2018

IndiGo Customer Care's response Hi George,

We understand you were unable to board flight 6E 873 from Bengaluru to Thiruvananthapuram scheduled to depart at 05:55 hours on 13th April 2018. As per policy, check-in counter closes 45 minutes prior to departure. Our staff has no reason to deny boarding to passengers who report on-time. In fact, they try to accommodate passengers who report marginally late. Based on our records, you reported at 05:15 hours which is 40 minutes prior from scheduled departure. Since our check-in counter was closed at the time of reporting, our staff was unable to accept you for the same flight. Also, booking can be cancelled till 2 hour prior from scheduled departure time for domestic flights. However, you can claim a refund of no-show taxes, request you to get in touch with respective travel portal originally used while making the reservation. We look forward towards your understanding in this regard.

Regards,
IndiGo Team

Apr 25, 2018

Updated by George VFM Thanks for your email.

A valid ticket your staff should not refuse. The system that was issuing the boarding ticket did not work and therefore had to go the counter. May be late by a minute or two. Without check-in baggage they should have allowed us under the circumstances as we were to attend the funeral of a close relative. Even after much request they did not consider. Please note the security check was not closed it was still open and the boarding was not announced yet. Under these conditions how can your staff refuse a confirmed passenger. May be you have issued the tickets to someone else and therefore your staff could not oblige, else why should they deny your customer who was going to Trivandrum to attend a funeral and return on the same day by the evening flight. Reached the parking lot at 4.51am as you can see the attached parking slip. After spending over 20 minutes trying to convince I left the counter and went your Indigo booking desk to check for alternative flights. Since the funeral was at 11am, there was no flight that would take us there on time. At the booking counter they refused to cancel the ticket and asked me to call the toll free number. This is where I got frustrated as they also refused to cancel the ticket. I presume because the flight had not left and boarding was still on. I have a screen shot of my call to the Toll Free Number at 5.32am. Spoke to them for 11minutes and 32 seconds, which I can send if required .They asked me to call later. Now, I want get an answer to following question:

1. Was our tickets given to someone else?
2. Why did your staff manning the toll free refuse to cancel the ticket at 5.32am?

Need answers to above before I take the next step.

Currently my single objective is to get the refund for a confirmed ticket that was refused by your staff. Yes I agree we might have reached the counter late by 2-3 minutes since your boarding ticket issuing machine did not work.

Return flight had to be cancelled since the purpose for which we were going was not fulfilled.

I therefore request you again to reconsider our request and do the needful.

Thanks,
Regards,
George
[protected]
[protected]@vfmindia.biz

Apr 30, 2018

Updated by George VFM Reminder. Please do needful on the refund. Thanks George

May 15, 2018

Updated by George VFM Have received the credit note Number : KL2181904AA07118 for Rs8242/-. Please let me know how get this payment to my bank account. Thanks George [protected]

May 23, 2018

Updated by George VFM Yet to receive any payment for not being utilising the ticket from Blore to Trivandrum and Trivandrum to Kochi to Bangalore. Please respond to my email id: [protected]@vfmindia.biz or call George [protected]