[Resolved] Indigo Airlines — refused to let me board even though I reported on time

Rupsa Mitra

from Delhi, Delhi

May 3, 2018

Address: Mumbai City, Maharashtra

I had booked a 17.55 flight from mumbai to kolkata and had reported to the airport 50 mins in advance. I stood in the que to collect my boarding pass since there was no announcement. However, i was not allowed to board citing that boarding was already completed and the concerned customer service personnel was rude to me. After repeated requests i finally had to book the 22.10 flight (Which again was delayed) paying rs. 8400 extra. This caused severe loss of money, time and tremendous mental agony and inconvenience to me as i reached kolkata around 1 am in the night. This is a pure money-making business and highly unbecoming of a prestigious airline such as indigo. Even elderly people were being harassed in a similar fashion. I have been a regular flyer of indigo but i don't think i will ever book a flight on indigo again. It was a traumatizing experience, to say the least. The treatment was highly unfair and necessitates a consumer complaint.

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Jun 5, 2018

Complaint marked as Resolved

IndiGo customer support has been notified about the posted complaint.

Verified Support

May 04, 2018

IndiGo Customer Care's response Hi Rupsa,

We understand you were unable to board flight 6E 395.Please note that check-in counter closes 45 mins prior to the scheduled departure. As checked, you reported at 17:21 hrs for a flight scheduled to depart at 17:55 hrs. 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. Also, we advise our passengers to reach the airport at least 2 hrs prior to the scheduled departure to avoid any last min hassle. However, as you reported after the counter closure, our staff was unable to accept you. Further, our staff offered you re-accommodation in the next flight as a customer service gesture. We'd like to clarify that re-accommodation is not followed as a policy, but with the intention to help our customers reach their destination at the earliest. We request for your understanding in this regard.

Regards,
IndiGo Team