Indigo Airlines — somebody travelled on my ticket (as per the information received by your customer care service)

Dear indigo,

On 31st of january 2018, i was travelling from patna to bhubneswar (Connecting flight from kolkata). The gate number for boarding was 18 as per the boarding pas. But as sometime, it get changed so, to get doubly-triply sure, i asked the indigo staff members and confirmed it. I was at the gate number 18 but found that they were asking for passengers travelling to chennai. The space was heavily crowded but i managed to ask one of the security personnel standing there about my flight. He informed me that at that time, they were boarding the chennai passengers. While enquiring about my flight, it was already around 7pm and i got really frightened and somehow found another indigo staff and she started yelling at me “where were you? We were waiting for you at gate number 23a and we continuously announced for ms. Saha.” i got extremely agitated because i was continuously told that i needed to board from gate number 18 and my name is sonali sapna (Not ms. Saha).
But i managed to calm down and tried to explain her to check about my flight status. She checked and informed the door was already closed. And they can’t trouble other passengers for me. Your staff can update wrong information and call wrong name but can't do anything for your passenger. Later, i even call the customer care and two of them informed me maybe i could get help from the airport authority as i can complain to them and they may accommodate me. Although when i shared my pnr number with one of them, he first informed me that you have boarded the flight. This means somebody must have travelled on my seat. It was very shocking but when i informed him about the cancellation of my ticket then he changed the topic and asked me the issue. My brother also contacted another customer care personnel and put me on conference call and that guy told me that they need to do the investigation and after that they will see what they can do for me. They need to identify those people involved in the process. He also said we were not there so, can’t accept what you are saying.
Now, tell me do you travel with the concerned authority to prove your point in case you will face the trauma? Isn't it scary that somebody is travelling on your seat by your name (That person can be a terrorist, maybe)? Do you remember every person’s face, especially in such crowded space that in case something goes wrong, you may identify them? And do you think i would have stayed at the airport until the matter wouldn't resolve (I had no clue how much time it would have taken, i was completely on my own in such horrifying situation)? But i didn't stop there. I even went to the indigo counter at the airport and asked them if they take complains but they refused to have any such facility and asked me to do it online/customer care. It was already 9pm and i got really exhausted and afraid as well so, started looking for a shelter for that night.
Now, my situation was this was my first time in kolkata and had no idea where to go at 9pm and your customer care services were asking me to go the indigo counter and indigo counter asked me to take help from customer care. The worst issue was i had to join for my new job in bhubneswar, next morning and i didn't have the ticket. Later, i had to purchase another ticket costing rs. 3119. “is it actually the way to treat your customer?” attachment of the boarding pass can be found with the email.
Grateful to the experiences given by indigo for a lifetime.
Sonali sapna
Research associate, ekone psephology
Bhubneswar, odisha
Email: sonali. [protected]@gmail.com