IndiGo Complaints & Reviews

I am Kapil Sharma a resident of Meerut and works with TCS. I just wanted to draw your attention towards worst ever experience with Indigo Airlines, today I booked a round trip journey from Delhi to Bangalore PNR - WB49AG through makemytrip but mistakenly I typed the passenger name as Subhash Chandra Bose in place of Subhash Chandra Sharma. After realizing my mistake I called Indigo Customer Service to request them to update the name on ticket but they refused and forced me to cancel the ticket and book it once again and cancellation charges as 750 /- per ticket, though the ticket was of 3000 /- only. I requested them but they did not acknowledge as a result I had to cancel the ticket and book it once again and bear the forced extra charge of 1500 /-. The ticket PNR of my other booking is R9U1LB.

I want to launch a complaint against them for unnecessary charging 1500/- to me.

Yours Sincerely,
Kapil Sharma
[protected]@gmail.com

Please find below my email conversations with your customer care. It's been 3 months now and yet no revert:

From: Achintya Karmakar [mailto:achintya.[protected]@travelfoodservices.com]
Sent: 28 September 2010 19:15
To: 'IndiGo Customer Relations'
Subject: RE: Bad Experience !!!!!! j82dbf

Dear Shilpa,

Thank you for the prompt response, and I’m aware of what, who, why??? Etc. but all i was trying to say that was, if suddenly some airport policies change, some kind of leverage needs to be given to the passengers too. Never had i said that the plane should have waited for me but all i asked for is that when i re-booked the next flight a nominal fee would have been acceptable but paying a full price for the next flight is just a rip off. Rest is upto you what you can or can’t do.

However, i would appreciate it, if i can get the email id and number of your Vice president, as i would love to talk to him because i have heard from friends and colleagues that he appreciates when passengers give him feedbacks directly.

Regards,
Achintya.

From: IndiGo Customer Relations [mailto:customer.[protected]@GOINDIGO.IN]
Sent: 28 September 2010 18:48
To: Achintya Karmakar
Subject: RE: Bad Experience !!!!!! j82dbf

Dear Mr. Karmakar,

We sincerely regret the inconvenience caused, but we are hopeful that you can understand the need for our policy.

It is simply not possible for us to hold a full 180-seat aircraft to wait for a few customers who, albeit perhaps through no fault of their own, arrive past the scheduled time. And, because traffic jams and other delays in transit to the airport or even at the airport occur with some frequency, we strongly recommend that our passengers plan to arrive two hours prior to schedule to departure to allow for such mishaps.

Thus, while we must respectfully decline your request in this instance, we hope that you will choose IndiGo for your future travel and that we will be able to show you a product and service that we are proud to offer.

Best Regards

Shilpa Panwar
Customer Relations
InterGlobe Aviation Limited ("IndiGo")
Tower C , 3rd Floor, Global Business Park
Mehrauli Gurgaon road
Gurgaon- 122002, Haryana
Phone :- +[protected]
Fax:[protected]
Call Centre :[protected]
Toll Free :[protected]




Best Low Cost Airline in India, at the SKYTRAX World Airline Awards 2010 in Hamburg

From: Achintya Karmakar [mailto:achintya.[protected]@travelfoodservices.com]
Sent: Tuesday, September 28, 2010 12:35 PM
To: IndiGo Customer Relations
Subject: RE: Bad Experience !!!!!! j82dbf

FYI. By full refund i meant the complete ticket cost of the flight that i had to re-book for Sunday evening. If you are doing it, kindly reverse the amount to my HSBC credit card through which i had booked my flight for 26th evening.


From: Achintya Karmakar [mailto:achintya.[protected]@travelfoodservices.com]
Sent: 28 September 2010 12:28
To: 'IndiGo Customer Relations'
Subject: RE: Bad Experience !!!!!! j82dbf

Dear Shilpa,

Thank you for your concern. I just got a call from my ticketing agent that the tax refund that you’ve mentioned is not a full one and i will only receive 225 rupees and the agent will charge 150 rupees to process it. So i will receive a refund of about INR 75/- approx ? I really don’t understand if it’s a prank or reality?

Do me a favour, either give me full refund or forget about it completely. Anyways I’m going to intimate my agent not to book me or any of my colleagues through Indigo in future. I and my colleagues travel atleast 8-10 times in a month on an average that’s about 40-50 ticket’s per month.

About the staff mentioned, she was rude but considering her age and the pressure, i would suggest someone with more maturity needs to be hired to address such situations at the airport.

Regards,
Achintya.

From: IndiGo Customer Relations [mailto:customer.[protected]@GOINDIGO.IN]
Sent: 27 September 2010 14:08
To: Achintya Karmakar
Subject: RE: Bad Experience !!!!!! j82dbf

Dear Mr. Karmakar,

Thank you for choosing IndiGo.

With reference to your mail, while we regret the inconvenience caused, we are hopeful you can understand the need for our policy.

At IndiGo we always try our level best to assist passengers who report marginally, past the scheduled departure of the flight by trying to accept them for the same flight. However, this effort is based on lot other factors, for e.g. check in baggage, congestion at security hold area, flight status, status of flight closure reports etc. Our endeavor is to accommodate passengers request as far as possible, without compromising on our on time performance. To maintain the same, we close check in counters exactly 45 minutes, prior to the departure of the flight. This is also mentioned on our conditions of carriage agreed at the time of making reservation. And, because traffic jams and other delays in transit to the airport or even at the airport occur with some frequency, we strongly recommend that our passengers plan to arrive two hours prior to schedule to departure to allow for such mishaps.

As per our records, you reported at counter post closure of the counters. Accepting you was simply not possible for this flight. Sir, there was no reason/rhyme for staff not to accept a legitimate passenger when seats goes reserved in the name of passenger. We will appreciate your understanding on the fact that the airport team not only followed policies and procedures. There was no attempt to hurt your sentiments.

With regards to the behavior of the staff, your mail was already addressed to the Vice President – Airport Operations & Customer Services. This has been additionally shared with the corporate learning and development team to counsel the concerned staff to be more sensitive and render services with warmth and courtesy.

Further, we will be refunding the taxes shortly.

We realize you may not agree with the current policy, but we feel strongly feel that it is this sort of discipline that allows us to bring consistently affordable fares, every day.

In case of any further assistance, please feel free to contact me.

Best Regards

Shilpa Panwar
Customer Relations
InterGlobe Aviation Limited ("IndiGo")
Tower C , 3rd Floor, Global Business Park
Mehrauli Gurgaon road
Gurgaon- 122002, Haryana
Phone :- +[protected]
Fax:[protected]
Call Centre :[protected]
Toll Free :[protected]




Best Low Cost Airline in India, at the SKYTRAX World Airline Awards 2010 in Hamburg

From: Achintya Karmakar [mailto:achintya.[protected]@travelfoodservices.com]
Sent: Sunday, September 26, 2010 5:33 PM
To: IndiGo Customer Relations
Subject: Bad Experience !!!!!! j82dbf

Dear Concerned,

Hi. I’m Achintya Karmakar, a fellow hospitality trainer and a irate customer with Indigo Airlines.

I was supposed to board a flight at 14:45 hrs from Delhi to Mumbai yesterday i.e. 25th Sept, 2010. When i was a bit late and instead of checking-in 45 mins prior i checked-in 30 mins (Due to heavy traffic and road blockage) to which i was told that i cannot board and i need to speak to someone at gate 1.

I met Ms. Sakshi, and she rudely replied that nothing can be done and i need to buy a new ticket, she was constantly talking to other colleagues but never did she show empathy nor concern towards me or my situation. I understand that the rules of boarding have changed lately but have you actually checked how many people on an average miss their flights daily because of that?? I’m not saying to break the rules but atleast try and show some concern.

Let me explain it better with a similar situation i faced recently with Jet Airways. Fortunately/Unfortunately, i had missed my flight from Mumbai to Delhi once, but they not only quickly organised me a ticket for my next flight but also they charge a nominal fee of inr. 750 only towards the re-booking of the ticket (in my case it was done for free as they empathised with my situation).

I had to re-book myself onto a flight today and pay around 5 k out of my pockets. If your idea is to teach the passengers a lesson of not arriving late, you are successful in doing that because I’m at the airport at 1700 hrs for a 1825 hrs flight to Mumbai, but consciously / sub consciously i would always avoid flying with Indigo airlines and so will another atleast 25% of your current clientele.

If this email sees the light of day and any of it is taken seriously i would definitely like to hear from you.

Regards,
Achintya Karmakar
Training Manager
Travel Food Services Pvt. Ltd.
+[protected].


Now fly IndiGo 7 times non-stop daily between Delhi & Mumbai. Book now @ www.goIndiGo.in
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Hi,

This is regarding complaint against Indigo way of treating customers.
Incident happened on 17th Dec. flight no 6E134 ( Pune - Delhi) Morning 5:45 departure.

I reached Pune Airport at 5.20 A.M(that was a lil late)
There was no one to entertain at Indigo Airport Counter, staff co-operated by suggesting me to travel another day by some other flight for which they said...I will have to pay new charges afresh..
And by that time, the flight had not flown even..
Is this how they cooperate?? Customer care not ready to help ...Not at all satisfied by this behaviour of the Staff representing Indigo Airlines.
I need proper explanation for this from the airlines which is counted as one of the best airlines.. And also about the money I couldnt get back instead had to pay for another ticket.

Regards,
Nakul kabra
[protected]@gmail.com
[protected]

Respected sir,

I Dhaval Parikh had travelled from goindigo at 23rd November from ahmedabad to Bangalore at 17:00hr by flight no : 6E 153 , seat no 27D & Booking ID NF[protected] . As I have put two bags as luggage at check in counter and as I have reached Bangalore, one of my bag's lock was opened and my phone wchich I have kept in that was stolen. So please help me for this problem. And this shows that your services are worst as your staff had opened my bag,and the pouch in which mobile was there and had opened the bag. So kindly reply fast

Hi all,

I would like to highlight a practice which ONLY Indigo airlines have initiated during its domestic flights.

As before the take-off when the security announcement will be held right away after that Indigo airline people will promote and address regarding the food, promotional activities (the magazine) in both the languages.

Is this ethical or a fair practice which is allowed because as soon as you are paying attention to something related to your life saving and other things you were distracted to the MONEY-MAKING FUND RASING ANNOUNCEMENT by Indigo.

Can DGCA do something on this to avoid such practice if this is not ethical?

Thank you.

i am a passenger who had an Indigo flight to catch at 6:15 am on 16th November 2010(From Delhi to Kolkata). Having reached the airport at 5:30am the staff refused to check in my luggage saying the boarding doors are closed. Besides the refusal the manager of the above air fleet was rude and uncooperative and refused to speak. There were 5 more passengers with the same problem, however are requests fell on deaf ears. i would also point out that it is the same airlines which called me 15 min prior to departure to collect an additional sum of Rs1000 for an under age pax travelling alone on an earlier occasion, then not realizing that they are delaying the take off. This is highly despicable and unethical on the part of the manger of the Indigo airlines. Such a adamant experience does not encourage me to travel by this airlines in future.

Nehal Khetan

This is the tale of Indigo airlines and their ticket booking system. My wife booked the ticket on Indigo one fine Sunday afternoon, everything went well and she printed out the ticket. I immediately noticed that she had given the wrong name on the ticket (her married name versus the maiden name – she only has IDs for her maiden name). She immediately called the call center and she got the shock of her life!! They wanted Rs 1600 to change the name on the ticket (basically they would cancel current ticket and issue her a new one).

I was flabbergasted. After using all the choice (curse) words in English dictionary – I myself talked to the call center agent. He threw the book at me!!! He pointed out the terms and conditions that were listed on the ticket (I have lived in US for a very long time and I was flabbergasted again!!!!)

It goes against every customer experience I have had with several airlines (mostly European and US carriers) I explained to him calmly that this is an issue of customer experience and not some stupid terms and conditions (he was a call center agent and no idea what I was talking about – I am guessing that he was bought up with lot of rules!!!!)

So basically they took Rs 1600 to change a name on the ticket – I don’t know what they would have done if I had asked them to change the schedule a bit (I do that a lot in US without any charges!).

I though Air India was bad – these people suck by a much wider margin!!

I have never traveled on Inidigo airlines and never will!!! (Just to make a point of course….. and here are some more choice (curse) words to end my colorful review!……….. F&*&*&*&%$$&^&^*&^**^^&**)

The plane arrives on time, their air hostesses are on time, their pilots are on time – and you will also get royally ripped off on time!!!

I have booked a Ticket through Indigo Airlines from Vadodara to Delhi (10th Nov'2010) for my parents through my Credit Card. Booking reference no. is P9BYDB. At Airport, I showed the Ticket and Credit Card to the Ground staff and they confirmed that the booking is fine and we can proceed. My parents went inside the Airport and later, the staff denied them for issuing the Boarding Pass and started demanding the Credit Card. It took me some time to come back to Airport and by that time, the boarding was closed. The Ground staff behaviour with my parents was horrible. They were talking to 58 year old person with the maximum pitch of voice and threathend them that this is a fake ticket and is a fraud. When I came back and caught hold of the person whom I showed the ticket & Card, all of them got silent and having no choice, paid me back the Ticket amount. This caused major Physical and Mental Stress to my parents, there onward train was missed and above all, there was lot of embrassement in front of the entire Airport. Now again I booked ticket for them for 12th Nov 2010 (Booking Reference O9D9AC) from the same Airline and this time I gave Credit card to them toi avoid any similar issue. But to my surprise, this time no one even asked for it or any reference from them. Now this is something unusual and shows double standard of Airline at the same Airport within two days. I want the Airline to take Action against the Culprits so that this does not repeat with any other Customer, specially the senior citizen.

Hi,

I had a booking in indigo flight from from mumbai to bangalore for the date 8th november with the below details.
Flt # Date From To Depart Arrive Seat #
6E415 08Nov10 Mumbai (BOM) Bangalore (BLR) 21:00 22:40

But due to jetlight flight coming from nagpur to Mumbai got delayed (GCXMPY) for 1.40 hr due to which I reched to checkin counter 40 minute before and they didnt allowed me to board the flight as I was just 3-5 minutes late, they could have allowed me, I requested many times but all in vein as it seems they sold the tickets to higher price on the same time.
I am the alone there were 6-7 passenger with the same problem, but my condition was different I was supposed to board flight to boston(USA) from bangalore airport, which I missed and that was business trip and also jetlite people have not co-ordinated properly, I was in airport for almost 18 hrs and I saw the same thing happening with other passenger too, They were making very low sound announcement and giving tickets to the other passengers with higher price.
Also indigo didnt give me any refund and not even adjusted me in any other flight this is totally improper behaviour and the emploeeys were talking like they were the boss of INDIGO airlines, they even dont know how to talk with the customer same with Jet employees no one helped me in anything.
I waited from 8.15 pm till 2 pm in the mumbai airport only as i was not getting any flight, finally I got Jet airways flight which cost me more than 18 k who will incurred the cost.
Just 5 minute late and you ppl didnt allow me to board the flight but when you people only make 1-2 hrs late thats, then who is resposible for all this problem and extra tension and expenses.
I want justice and resolution asap.

I will be also reachable on my personal email id : [protected]@gmail.com

Thanks
Atul Kalambe

Hi,

This is regarding complaint against Indigo way of treating customers.
Incident is on 29th Oct, flight no 6E155 ( Bangalore- Delhi) Evening 5:00PM departure.

I had reached Bangalore Airport indigo counter at 4:30( I know this is bit late), but as I am travelling by Indigo from last 2 years continuously almost every 2 months time and very much aware of boarding time and everything.
But this time Indigo staff was not having time to entertain me even.
After lots of struggle I could meet one Indigo boy at around 4:40PM and he happily said Mam it’s too late now. It appeared from his reaction something can be done because without giving any more statement he just went away, then again I approached counter girl she was even more rude and said Madam boarding gates are closed now and Plane is already on the runway. This was really shocking that how plane can be on run way 15 mins before time.
I requested a lot just give a call at least to Boarding Staff as I was having connected train from Delhi but those people were very busy as if my money(6k ticket amount) is waste.
I want proper explanation for this incident and expect a positive feedback from Indigo which is awarded for best flight for some category recently.
Is this really the correct way of cooperation and what about my loss of money which i born because of non cooperation

Regards,
Priyanka
Mob.no.,[protected]
MailId: [protected]@gmail.com

HI,
I travelleved on Indigo airlines on 24th Oct with PNR NO;R6HWDB.I was travelling with my spouse Chandrani Roy.The baggage allowance was allowed as 20kg per passenger but I was forced to pay for 11kgs extra.I was late for the check in so I made the payemnt to avoid missing the flight or else I would have missed my business meet.When I reached Bangalore I weighed my baggage which were 36kg450 gms in total.It was really surprising and a horrible experience as how the airlines earn their revenue.I tried calling the call center and confirmed that airport staff said the charges are valid and cannot reverse which was as expected from low cost airlines.
I would request to investigate on a CC TV footage as the number of baggages I handed in and to check the weight of the same if recorded at all, and after detrmining the same to get the reversal of the charge of Rs1100.

Dear Madam / Sir,

This has reference to :

1. PNR No. P85NCH related to travel of Mr. Rahul Maheshwari from Ahmedabad to Mumbai by Indigo Flight 6E 214 dated Wed. Oct. 20, 2010 departure 9:55 AM arrival Mumbai 11:00 AM,

2. PNR No. Q813DI related to travel of Mr. Ashok Kumar Agarwal / Ms. Hanna Urban / Mr. Vera Linkevich from Ahmedabad to Mumbai by Indigo Flight 6E 214 dated Wed. Oct. 20, 2010 departure 9:55 AM arrival Mumbai 11:00 AM,

3. PNR No. J83DDF related to travel of Mr. Mr. Rahul Maheshwari / Mr. Ashok Kumar Agarwal / Ms. Hanna Urban / Mr. Vera Linkevich from Mumbai to Goa by Indigo Flight 6E 181 dated Wed. Oct. 20, 2010 departure 12:20 AM arrival Goa 1:25 PM,

All the above bookings were made over internet on September 23, 2010 by me.

The undersigned had personally called Indigo Call Center and took advise if it would be possible for all the above passengers to take the connecting flight for Goa from Mumbai on September 23, 2010 if we take flight 6E 214 from Ahmedabad. The call centre personnel after discussions confirmed that it is 100% possible and I should go ahead with the said booking.

As you see we had two foreigners with us and we were going to have an important business meeting with Geno Pharmaceuticals Pvt. Ltd., Goa on the said date i.e. October 20, 2010.

On reaching Ahmedabad airport we all 4 passengers were denied boarding card from Mumbai to Goa and were suggested that we have two different PNR Nos. so the boarding card would be provided by Indigo, Mumbai.

It was realized by the undersigned that the time was less and we may miss the onward flight 6E 181 from Mumbai to Goa as we had to collect our checked in baggage and re-check in at Mumbai for the Goa Flight, I called Indigo call center immediately from Ahmedabad airport after check-in and after lots of request your call centre personnel Mr. Prakash did not try to resolve the said issue and said that we should change the flight 6E 181 to Flight 6E 418 & we have to pay Rupees Three Thousand only more / extra for the change. Due to this arm twisting we had to pay this extra amount which was totally not a fault of ours.

After reaching Mumbai airport we rushed to Indigo counter and were helped by ground staff Mr. Eric Wadia & Ms. Lavina they tried there level best to accommodate us on the said flight 6E 181 but were not able to do so after several attempts, they tried to contact Indigo call center (I and my foreign guests are witness to this episode) and the Indigo call centre did not help them at all and we could not board the aircraft eventually thought having reached in time.

The question is who is at fault !! we our your unruly and un-helpful call centre !!

It has further to be noted that :

1. Indigo Airlines is not my family owned airlines and therefore why should I patronize Indigo Airlines at all - I could have taken another earlier airlines in the morning of October 20, 2010 and scheduled my flight with Indigo for flight 6E 181 or with any other airlines from Mumbai,

2. Indigo call centre cannot trace my conversation made on September 23, 2010 - they are asking questions which even your office cannot answer (this simply means avoiding the affair),

3. Indigo unruly call center personnel called me from[protected] on 20/10/2010 at 5:58 PM only to tell that this is entirely our fault,

4. I am owner of an organization (though might be small as compared to Indigo) and Indigo airline should note presume that I am senile and out of joy we made this booking,

5. Tall claims made by Indigo are baseless as the organization (Call centre) is totally unhelpful,

6. I will send my photograph and Indigo should make an insertion on your HELLO 6E Magazine available in the aircraft subscribing - "LOSER 4" (as you already have 3 losers' photograph) - "He followed our advise of booking on line and lost his face in front of foreigners and had to pay an additional amount for losing"

We have in turn lost Rs. 3,000/- using your airlines and the business deal for the scheduled meeting at Goa with my customer and mental harassment.

We certainly look forward for Indigo to refund of Rs. 3,000/- and this episode is not repeated with sincere customers like us.

Regards,

Rahul Maheshwari

POOR INDIGO...!
My flight to Mumbai was on the 23/10/2010 at 11.20am (INDIGO 6E324). I was travelling via airlines for the first time in my life. It was a very important official conference that I was looking forward on the very same day. However I arrived at the Airport at Indigo ticket counter to take a print out of my ticket at Netaji Subhash Chandra Airport KOLKATA at aroung 9.30am.
I inquired the lady at the helpdesk as to which time I should check in for my flight. She said that within 40 mins would be fine. I sipped a pepsi with my wife and checked in the airport at around 10.40am. When I reached the security check in I was informed that the flight security checkin was over and that the boarding was completed and that I was not allowed in the flight. I pleaded a lot to the Indigo flight supervisor (HER NAME WAS MATHURA) but in vain. My wife even requested the same lady at the helpdesk but she denied saying that she will not be able to help and we have to plead the supervisor.
Keeping in mind my URGENT conference at Mumbai I was forced reshedule the flight ticket giving a PENALTY CHARGE of Rs 2000 and added to this I was forced to board the 6.20 pm INDIGO flight which was via Nagpur. Finally I reached Mumbai at about 11pm and had to miss the conference.

CAN SOMEBODY PLEASE ANSWER ME WHERE MY FAULT WAS. THE LADY IN THE HELPDESK WRONGLY INFORMED ME FOR WHICH I HAD TO WASTE MY TIME, MONEY AND OFFICE HOURS. WILL INDIGO BEAR THE CONSEQUENCES I HAD TO FACE. THEY ARE APPOINTING PEOPLE WHO ARE NOT EVEN AWARE OF THE FLIGHT TIMINGS AND CHECK IN HOURS AND PASSENGERS WHO ARE BOARDING THE FLIGHT FOR THE FIRST TIME LIKE ME ARE BEING HARRASED.... THIS IS THE OUTCOME THAT I HAD TO FACE FOR THE MISINFORMATION I WAS PROVIDED........ WHAT IS THE NEXT STEP I SHOULD DO TO GET SOME JUSTICE ABOUT THIS BITTER EXPERIENCE OF MY LIFE?????????

KINDLY REPLY.
Uday Arun Chakraborty.
[protected].

Hi,

I had a Indigo flight out from Kolkata to Delhi at 7:05 in the morning. I reached the counter 40 minutes prior to departure, understandably the lady at the counter told me that I could not check in anymore.
She mentioned that the check in closes 45 minutes prior to departure, and I have received a message about this, which incidentally I have not received.

After this she told me that I can take the very next flight out to Delhi at 11:45 by paying Rs 1500 extra, and sent me off to the reservation counter. The reservation counter told me there are no seats on 11:45 and there is one in the night at 8:55, and I have to pay Rs: 8000 + Rs 1500 extra for this flight.

This is because they have forfeited my ticket approximately 40 minutes before the flight took off.

I completely understand the policy behind 45 minutes time restriction, but that the airline should proceed to rob the customer of Rs 4500 and expect them to pay an excess o[censored]p to Rs 10000 is unacceptable. Especially if the people are stuck in traffic and unavoidable circumstances. To not give a basic refund on the ticket before the flight has taken off is extortion in my view.


Aruni Bhattacharya

I arrive at the ckeck in counter 35 minutes before departure time. But I arrived 10 minutes late according to 45 minute prior departure check-in policy. Indigo Airline refused to refund nor to change the ticket. I had to buy a new ticket and flew. I requested refund. But the customer service said that according to Indigo Airline company policy, my ticket was forfeited. Indigo Airline did nothing to take money from me other than quoting airline policy. Indigo Airline policy is best representing Indigo Airline, not the interest of customer. I felt robbed by Indigo Airline. I stronly suggest to all the traveler of the world to avoid flying Indigo Airline who are only taking care of themselves, not the interest of customer.

I arrived at Kolkata Airport at 5.20 am., 35 mins. before departure of INDIGO 6E-320 (i.e. 5.55 am.) today morning on 17.10.10. And the 10 mins late was due to some illness. But the Asst. Manger at Dumdum Airport was NOT ready to listen to anything and he didn't allow me to take the boarding pass. I missed my connected flight also from Mumbai by Air-India - though they were very co-operative regarding this in all possible way. I have never seen such an arrogant/adament person in any airline that I saw today at Kolkata Airport in INDIGO. I travel frequently by Indigo and everytime the flight also gets delayed by 15-20 mins - then in that respect I also bear with the airline. But I never expected such a behavior from an renowned airline personnel in return. I have shared my experiences at my MBA college and with a lot of my friends who travel by Indigo. They were also taken aback by this behavior. And again there was NO seat available for the next flights and one was available with 7000 extra charges that was also at evening - that was of no use.
It was a terrible situation for me - my father was there outside the airport and he is an old person but unnecessarily he was also harassed by the situation created by the Asst. manager. I took another flight of Kingfisher at 9.30am. @Rs:17000 on an urgent basis and cancelled the connected Airindia ticket. It was a sure loss for me. But it is still due from Indigo side - since I found no helpful person there - I hope a positive response from your side and a proper punishment for the person and full refund of the ticket to retain customers' satisfaction. The same concerns has also been raised at customer.[protected]@goindigo.in
and in several forums.

If i could have got a single help from Asst. mangaer there all people in the queue (that he had termed "congestion" for more than 10 times to show how busy he is) were ready to help me to get to the gate in another 10 mins (i.e. 25 mins before departure) - but all the credit goes to honourable Asst. Manager there at Kolkata Airport that he was able to harass me and more than me my family (for a reason that i hope not so significant for the 1st timer late for genuine reason). I could have given 1 warning - and I was not causing a delay for the flight also.

In that respect please suggest how to react in future if Indigo flight is late by even 5-10 mins. Because every action should have an equal and opposite re-action.

Please do contact me in case of any further information. I will also be sending a copy to consumer court for the kind of harassment.

Thanks and regards,
Rahul Agarwal
Mob: [protected]
Indigo Ticket PNR: R84RAD (17-Oct-10 - 5.55 am.)
[protected][protected][protected][protected][protected]
They replied:

Dear Mr. Agarwal,

Greetings from IndiGo.
With reference to your mail, we will like to clarify that among the actions IndiGo takes that allow us to maintain on time performance, is to close check in counter 45 minutes prior to the departure. Passengers who don’t check in for their flight, 45 minutes prior to its scheduled departure are considered “no shows. This is in line with the agreed terms and conditions, at the time of making the reservation.

Since you had reported past the scheduled time after the closure of the counters, we were unable to accept you for the booked flight. As per our records, you had reported at our check in counters at 0533 hours for 0555 hours departure.

At IndiGo we always try our level best to assist passengers who report marginally, past the scheduled departure of the flight by trying to accept them for the same flight. However, this effort is based on lot other factors, for eg check in baggage, congestion at security hold area, flight status, status of flight closure reports etc. Our endeavor is to accommodate passengers request as far as possible, without compromising on our on time performance. To maintain the same, we close check in counters exactly 45 minutes, prior to the departure of the flight. This is also mentioned on our conditions of carriage agreed at the time of making reservation. And, because traffic jams and other delays in transit to the airport or even at the airport occur with some frequency, we strongly recommend that our passengers plan to arrive two hours prior to schedule to departure to allow for such mishaps.

Sir, we are hopeful you will agree that in your case, as a goodwill gesture shown by our airport staff, our team offered you re accommodation on next available flight by charging you the difference of fare which I understand was declined by you.
Further, there is a dedicated policy to handle delays/cancellations when happens with airline and we adhere with the same.

Sincere Regards,

Mohit AroraCustomer RelationsInterglobe Aviation Limited ("IndiGo")
Tower C, 2nd floor, Global Business Park
Mehrauli Gurgaon Road
Gurgaon - 122002, Haryana
Fax:[protected]
Web:- www.goindigo.in
[protected][protected][protected][protected]

My response:

Dear Mr. Mohit,

Thanks for the reply.

First of all I would like to clear the point that around 10 mins was wasted before reaching to the check-in counter in conversation with two of the Indigo personnel there. And the arrival time 05.33 hrs. was recorded after that. It seems like first creating a situation of emergency and then stating the same as a reason.

As far congestion is concerned - other passengers in the queue were ready to allow me to get the security check done at very first place if I would have got the permission from Asst. Manager only. It is a process of 10 mins and I would have completed the security check within 05.40 hrs. Even the first bus for carrying the passengers to Airbus had NOT left by the time, I suppose. And it was a fact. This is merely an EXCUSE when the reason as I mentioned was genuine related to health. I was not asking to compromise on-time performance of Indigo - that I doubt sincerely by setting a simple example of my previous experience just 7 days back from MUMBAI to KOLKATA by Indigo only - Can you please compare the scheduled and actual departure time of Indigo flight on 10-Oct-2010 6E-325 - It was 20 mins late in departure and I was inside the airport within due time, 60 mins before departure. Two of the passengers also shouting inside the airbus for the same reason that is very common with Indigo as they had some urgency.

As far re-scheduling is concerned I have already mentioned that it was of NO USE for me as I had a connected flight from MUMBAI at 10.55 hrs by AIR-INDIA. It would have been useful if I would have got the next day flight at same time. In that case I would have re-scheduled both of them. But there was NO SEAT available - as per the Direct counter there - though in online it was visible as available. I don't know the reason of this mis-matched information also.

And I am also aware of the policy of delays by Airlines. And I think the policies are made for the convenience of Airlines and Passengers - not to exploit it every time and not to defend the Airline's in-efficiencies. So why should the passengers bear with Indigo Air-line now onwards.

I have incurred a loss of Rs. 17000.00 - due to the next flight that I had to catch at 09.30 hrs., apart from the harassment of my family members for the inconvenience created unnecessarily by Indigo (Asst. Manager at Kolkata Airport) for a mere 10 mins late for genuine reasons and that was not causing any harm to the timings of the Airlines. So I think it is NOT unethical/wrong to claim the compensation as I have NOT travelled rather I was NOT allowed to travel by creating such a situaion.

We had no idea that INDIGO at Kolkata Airport behaves like this with passengers in case of emergency. I have brought this matter in front of many people and no one supporting this kind of behaviour by Asst. Manager of Indigo at Kolkata Airport. Now your kind response will be responsible for the reaction by the people/passengers in future.

I hope it clarifies my situation there.

Thanks and regards,
Rahul Agarwal
Mob: [protected]

[protected][protected]

>> Now can you please suggest whether my claim for refund is right/wrong?

dear sir/madam,
i booked a indigo ticket from banglore to delhi from flight no. indigo 6E-275 dated 17 oct 2010. in ticket flight depart timing printed 10:50:00.
when i reached airport for bording pass at 8:30 the counter person answered me that your flight depart time was 06:00 o'clock.
i requested them that i m with family and i have very urgent work and total sechdule based on this timming and you supposed to informe me and its your huge mistake and why i suffer this problem.
i got very big haresment and mental pressure . my wife was weaping because we had reserved next journey trip and no one airline represntative coopperate with us.
after it i purchased another ticktet for 11:30, this ticket was dame costly.
now i want to my whole money refund with another ticket charges which i purchased because of your mismanagement.
we you will not give proper response than i will go legar action against with your company.

name: manak lal
address: 650, meenakshi sundram street,
opp. v.o.c. park, ERODE
tamil nadu
[protected] (m)

Indigo airlines call center wrongly conveyed that Armed forces booking is valid for their families also. Its not valid if the army person is not travelling along with you. for this reasong they denied me the boarding.
when i aksed for option they said u can cancel your ticket with rs 750/- as cancellation charge. i asked them to cancel. they told me that we have cancelled your ticket and remaining amt is reverted to your mastercard. which never came back. after couple of days when i called up in the call center they said your ticket was not cancel, airport person just released the seat so i'll not get any refund.
PNR -F77WEL
Delhi-Pune
Flight time- 3rd oct 2010 8.55 am
my seat released on- 7.10 am

indigo airport person lied to me. n its cheating. They are not TRUSTWORTHY

Please have a look on the incident/Accident that has been experienced by me while travelling with INDIGO with whom I am travelling from past four year .

FLIGHT NO-6E-136 from Kolkata to Pune dated of jouney-29/09/2010 date departure time-11:10 BOOKING Reference-A872DG

1) I along with my family (Including one infant) reached at boarding counter at 10:30 I have shown my ID proof and submitted the ticket, lady standing on the counter had told me show credit card or copy of credit card but I had forgot to take copy of credit card as ticket was booked through my friend credit card she told me to contact boarding manager I have gone there and told them that sir I am IOCL employee but he refused my request.
2) After that I have rushed to counter request them they have told me in this case you have to again pay for ticket I have told then the money that I have already paid are you going to refund me or not they told that they don’t know immediately I have talked to customer care representative regarding the issue they have told me that I will get only 250 Rs. Parallel I have told your counter representative to provide there FAX number so that I can get fax copy of credit card.
3) Within 15 minutes I got the fax copy of the credit card.
4) But your boarding manger refused to board me I have seen that he had accommodate one person in front of me at the same time.
5) Then again I have request boarding manager what I would do as I had come from haldia 150 Km away from Kolkata- he has told me that he will Re-accommodate me in next flight and told to pay Rs 1500 extra per ticket as I was helpless I had agreed to re-accommodate but when I reached counter to get ticket they have told that flight is already full we cannot re-accommodate

MY grievance-

1) When I have reached at counter and my fax was already send within 5 minutes why boarding manager had not allow to board me although I was a corporate customer with valid PHOTO ID
2) How he has allow one person in front of me to board during same time.
3) When I was agree to re-accommodate then why they had not re- accommodate me.

I am really disappointed with the current senerio that I have faced with your company. I had booked a ticket for my sister in the month of June 10' and because of RESCHEDULING OF THE FLIGHT I had to cancel the ticket SPENDING 1500 RS. ON CANCELLATION which was also a non great experience with you people and now when I want to use the BALANCE AMOUNT on my ticket which I had cancelled, your executives are telling it's blocked by the finance....Huh!...I have not recieved any phone call/ message or a email in regards to any communication from IndiGo if there is any please validate.

I have a question - Why don't you give a mail in regards to the cancellation reimbursment amount? is above the reason for not sending it so that you can try not refunding it?

Now I have booked tickets from Bangalore (15th Oct 10 7.50pm dep FLIGHT 6E 106) to Delhi and Delhi (17th Oct 8.45 pm 6E 131) to Bangalore PNR # L7EILH, which is on hold for 24 hours, since I am awaiting your executive's call back on the above issue.
We were promised a call within the next 30 minutes from a "Gentleman" called Praveen, however he was not so gentle to have the courtesy of calling me. Instead a different executive called me to tell that "our finance dept has approved to give you a refund on your credit card"
The phone was disconnected...before I could even voice out my concerns.
On calling back the indigo so called "customer care dept", I had to again repeat my entire query to a new executive "Pooja" whom I later requested to put me across to a senior person who can answer my query. I was put across to your 2 years old employee Raman (Duty manager)
She was still not able to resolve my query; I was told that it is Indigo's proocedure to call customers to verify the cancellation they had made.
I had not been made aware of such procedures at the time I had initatited my cancellation. More so when I had requested for a written communication on my canncellation I was very sweetly told that I just need to present my PNR number to avail the refund and that it is validate for an year. (THIS IS AS PER YOUR WRITTEN TERMS AND AGREEMENTS WHICH I HAD AGREED TO AND SIGNED). But without any confirmation from me, how can your finance department block my balance money????
How can a contract be altered without any written communication????
what attempts does your company make to reach a customer??/? I'm sure your company realises the consequences of entering a contract and the procedures of altering it. Such important communications need to be written.
The only reply I get from your "Duty manager" is that we attempted to call you that too only once which we failed and it was considered by your finance dept that the customer has agreed to your blocking the funds.
According to me this is playing with my money and who knows to what account have you put in my money. This is just a fraudulent activity.
Secondly, when we requested for a personel who can help us, she told that:
1. she doesn't have the nodal officer's email id
2. she doesn't have the appellate authority email id
3. her own supervisors email id
Some of these are already mentioned on your website, however your duty manager who is attending customer query is completely unaware of the basics. Further from her we got a complete denial.
My point here is what is stopping indigo from sharing relevant email ids when your executives are not in position to resolve any query. it is once again an act of misleading a customer or imposing a decision not agreed by us

Third, on requesting her to send us a written confirmation on our refunds, because now we completely "DO NOT TRUST INDIGO" we were told that we'll have to wait for it till morning next day.

My entire itenery has been spoiled by this experience with indigo. I had planned my finances including this balance amount, which has completely been destroyed by you.
I am unsatisfied with the responses from your executives and would ensure that I voice out this not only on forums available on the internet but also other channels that are available to any common customer like me.

MY ONLY REQUEST IS THAT I WANT TO UTILIZE MY BALANCE MONEY ON THE CANCELLATION DONE TOWARDS MY CURRENT BOOKING AS PER THE TERMS AND AGREEMENTS THAT I AHD AGREED AND SIGNED FOR.