Hi,
My mother was supposed to travel by an indigo flight yesterday at 6:25 p. M. The outer ring road from k. R puram till hebbal is being repaired and the entire traffic is being routed from a single service lane because of which there was huge jam and the traffic was slow moving. We tried doing web checkin on the way but unfortunately it was showing me a continuous error. Finally we managed to reach the airport at 5:45 but my mother was denied an entry since we reached late though there were still 40 minutes for the flight to take off. So we were only 5 min late. We pleaded indigo to allow her entry being a senior citizen and she needs to reach the destination urgently. Unfortunately, they can allow all vip and celebrity entries even 10 min before but they cannot allow a common man and that too a senior citizen. We already know the plight of b'lore traffic. On top of it if you even block the entire outer ring road what is the fault of a common man. They even denied to adjust her in the next flight. Such pathetic is the customer service of indigo and inadequacy to understand the plight of senior citizens. Was this information helpful? | 
We regret the to hear about your experience. We can understand your mother’s trip didn’t go as planned. We believe you would understand considering our nature of operations, it’s not always possible to accept passengers who report late at the counters. As per policy, check-in counters closes 45 mins prior to the scheduled departure. As checked, passenger reported at check-in counter at 17:45 hrs for the flight scheduled to depart at 18:25 hrs and that was the only reason our staff couldn’t accept the passenger on the same flight. Our staff has no reason to deny boarding to passengers who report on-time. In addition, booking was created under Senior Citizen Fares which needs passenger valid photo ID verification before the closure of the check-in counter. We advise our passengers to reach the airport atleast 2 hrs prior to the scheduled departure to avoid any last minute hassle.
We request for your understanding towards the need of our policy.
Regards,
IndiGo Team