I mailed the details to the customer care of the company of the intentionally done act by their staff at the Delhi Airport and got a very rude revert:
From Me:
This is to inform that due to the systems being slow at the Delhi Airport on 6th Oct despite of being in the line since 10.10 I wasn't given the boarding pass for the flight 6E551 for delhi to Srinagar scheduled at 11:05 am. Infact the blame was given to me for the same
And its a requiremnt to mention that the assistant manager there Ms. Kiran Khatri had no manners to talk to a customer!!
I was then told to pay the difference n board d next scheduled flight at 12:20. I kept waiting and told my 11 group members who came from kolkata to take the 551 flight... even after being at the counter till 12:20, I was simply refused to get the second flight saying that it was full, while it had 4 seats available (as said n shown by ur employee only)..
M highly disappointed with the kind of attitude n behaviour Indigo employees carry specially Ms. Kiran. She don't deserve to stand at the front counter if she is not aware of her duties n responsibilities n specially the Manners to talk to a customer!!
Anyways, I had a person hospitalised n Go Air people helped me to get an immidiate flight to Srinagar..thanks to them
N to be frank, I am travelling from Indigo from years, atleast once every month bt never came across such a behaviour. Better for me to go by Go Air now!
Totally lost my trust on indigo as noone helped me be it ur helpline or airport staff!!
I REQUEST YOU TO PLEASE REFUND WHATEVER AMOUNT I WILL GET FROM IT ASAP
My details:
Name: Priyanka Singhal
PNR: KFPDAV
Date: 6th Oct
Delhi to Srinagar
Departure: 11:05am
Flight: 6E551
Please let me know how can I get my refund for the same as an earliest!!
Thanks
Indigo's Revert:
Dear Ms. Singhal,
Thank you for choosing IndiGo.
With reference to your feedback, we will like to clarify that passenger reporting within 45 minutes of departure cannot be accepted on the flight as per agreed terms and conditions of carriage.
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 endeavour 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.
Our call centre staff, and our travel partners are trained to make customers aware that every single fare offered by IndiGo is non-refundable, and those passengers who don’t check in for their flight forty five minutes or more before its scheduled departure are considered “no shows”. Likewise, the same is also mentioned on our website under carriage of contract, to facilitate internet users, so that while making a reservation on the internet, the user can agree to terms and conditions and then proceed with the booking.
As per conditions of carriage accepted by the passenger at the time of booking, once a booking is made, the basic fare and all IndiGo surcharges paid are non-refundable. If you do not check in for a flight at least 45 minutes prior to its scheduled departure time, this total amount will forfeited. You are, however, entitled to a refund of the Government of India applicable amount of the PSF and the UDF.
However, considering the situation going beyond the call of duty Delhi airport duty manager as a goodwill gesture offered you re-accommodation in our next available flight at nominal re-accomodation charges of Rs. 1500 per passenger plus the fare difference as per our policy to passenger just in a way to help you save your entire ticket amount from being forfeited. However, the same was denied by you.
Further, we would add that before the closing of each flight the counter supervisor, the floor walkers and even the check-in agents check in their respective queues for the passengers who are yet to be checked-in for the particular flight closing. We will like to add that our airport team has no reason not to accept passengers who are reporting on time especially when the seat goes reserved in your name.
Trust this clarifies.
For further assistance, please feel free to contact us.
Once again, thank you for choosing IndiGo. We look forward to serving you on-board soon.
Best Regards
Vishal Bhardwaj
Customer Relations
InterGlobe Aviation Limited ("IndiGo")
Tower C, 2nd Floor, Global Business Park
Mehrauli Gurgaon road
Gurgaon- 12 Haryana
Phone :- 91 124 435 2500
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COMPLAINT: Even after replying to this without my fault I lost my flight as well the amount paid for the ticket. While considering an emergency on the same day, Go Air people helped me board their last flight of the day to Srinagar "5 Minutes" before the flight flew. This is How the airline industry is working today. Moreover, the Indigo's Asst Manager, Ms. Kiran Khatri challenged me of flying to Srinagar and was standing and laughing at me! That is called harassment of a lady by a lady who is too proud t6o be in power their!
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