[Resolved]  Indigo Airlines — unnecessarily made us purchase another ticket

Address: Mumbai City, Maharashtra, 400016

Website: www.goindogo.in

Disappointment with indigo airlines staff

My parents were travelling from goa to mumbai 6e – 418 also to mention a wheel chair passenger they had their worst experience with indigo airlines even though they have been travelling for a very long time. They reached the airport at 3:45 pm for an 5:10 pm flight. (According to the rules on the ticket page a passenger is allowed to check-in 1 hr prior to the departure gate closing for a domestic flight) they were delayed as they were waiting for the wheel chair at the indigo counter outside the airport because that’s the rule for a wheelchair passenger. So by the time they reached the counter it was 4 pm.
2 indigo attendants names preeti and gauri who were at the counter check-in their baggage and then after 10 mins (4:10) they informed my parents that they were late for the flight they would have to book another flight to mumbai. The staff at the counter refused to give them a seat (No seats available) and made them pay rs 5600 for another ticket and booked them on 6ê 468 which was a 5:40 pm flight. My parents tried to make a point but the staff refused, in the mean while my father also overheard the announcement at 4:15 that boarding had started for flight 6e-418. (Also as mentioned on the boarding pass boarding gate closes 25 minutes prior to the departure time) so if the staff at the counter didn’t have to waste so much time then i don’t think this would have happened they also mentioned that the flight was full and there were no seats.

I agree that most low-cost airlines find different ways of recovering cost and also that there are passengers who subject to load too. But if a passenger has already booked a wheelchair one day prior their travel then why would the passenger not travel and the seat be given to another passenger. I think we are educated enough that when we want to cancel a flight we can just call the airlines and do the same. But how could you give a seat to someone else, i am sure indigo will have a new rule which is “you don’t reach before time then we donate your seat to someone who is willing x amount and you can more for another seat”.

This is very odd behavior of indigo staff to treat senior citizens in this manner and it’s an eye opener for how indigo manages to recover cost.

I need the management to explain the same and i don’t need a standard social media response which is done through crm that we are sorry for the inconvenience because you clearly not sorry and this is no way of treating old people when they clueless and they are dependent on help from the staff.
Also if any more clarifications you check your system to see the time the boarding pass was actually shared with my parents to get a better understanding. And please don’t tell me that the management won’t be able to pull out that sort of information from a system.

If my parents were there on time was delayed at the counter outside the airport then i don’t think it’s my parents to be blamed or that we had to pay rs 5600 for another ticket. Kindly request a genuine explanation to this and not some random customer complaint response.