Indigo Airlines — Unethical behaviour

17/5/23

Dear Sir/Madam,
I am writing to you about the hardships (in an understatement manner of speaking) - that my eight-year-old son and I had to go through because of the intolerable behaviors of your company's employees at Guwahati International Airport & Kolkata International Airport, on the May 14, 2023, while travelling via Indigo Airlines Flight number 6E-7309 from Guwahati to Kolkata & upon arrival.

1) The flight from Guwahati to Kolkata was delayed in 3 hours although we were told and assured that, we shall reach Kolkata on time. I must indicate that were very badly treated by Indigo Staff.
2) I was told that our 15:05 pm flight would be delayed for a few hours due to technical difficulties.
I then explained to the Indigo staff a few times that I have a connecting international flight from Kolkata to Israel scheduled to depart at 20:45 pm on the same evening (14th May 2023) by Emirates Airlines.
3) After that, the Ground Manager of Indigo Airlines (after landing & collecting our baggage again, until the technical problem is solved), - by the name of Deepak assured me that my son and I will reach Kolkata on time for my International Flight. He also gave me his word that he and his team have already informed the staff of Indigo Airlines and are aware of our arrival as well as the Emirates Airlines at Kolkata Airport and we shall definitely reach till 19:30 pm
4) Upon arrival Kolkata, we immediately rushed to your desk to inform of our arrival (next to luggage pickup no 4) and they sent me to pick up my bags (pick up no 8 ). Mary from Ground staff came to help us picking the luggage and we rushed to Emirates Gate, which to our aggravation, was closed. I was told that I missed my flight and the gates have been closed.
5) Mary then explained that there was nothing that could be done, then took me to the Indigo Manager Desk (3 men) who upon hearing our story just laughed and said that they were never informed about our next flight to Israel and they are not responsible, I called my husband to inform my situation with deep despair, the men laughed and another one also proceeded to say in hindi “ kyon leke aaya ye bewakoof” which translates to "why did you bring this fool" . I am Indian origin and I understand Hindi. This is the most low, despicable and insulting behavior of an airline employee, I have ever experienced.
6) I was then sent away by them and left to deal with it. Mary showed me the way to Fly Dubai desk to buy extra set of tickets for both me and my son, which was a last minute request from my travel agent in Israel.The treatment that me and my son endured was very scarring to both o[censored]s - mentally and physically.
7) I collapsed at the Airport's rest room following this bad behavior and treatment by staff of Indigo airlines. My 8-year-old son was tired and exhausted, as we had to wait for the next flight at 01:50 that night by Fly Dubai.
8) Being assured that I would reach on time and be taken care of at the Kolkata Airport, moreover, being called "fool" by Indigo Employees, I am expecting:
A) A complete refund from Indigo Airlines for my trip from Guwahati Airport to Kolkata Airport which cost me 29, 778 Indian Rupees (which was delayed by over 3 hours and which was the reason for us missing our International Flight)
B) A complete refund of my international Flight from Kolkata Airport to Tel Aviv Airport in Israel which Costs me 98, 869 Indian Rupees
C) Note that your staff/ company ruined the closure of our wonderful holiday with their lack of caring and lack of customer service.
It is important for me to note, if the company had been open and the employees had not lied, I could have solved the problem in real time and prevented the anguish and suffering that my 8-year-old son and I had to go through because of their behavior.
Hoping to hear from you immediately with necessary actions taken.
A grieved Customer

Shelley Rachel Biton
Israel