I wrote this email in the feedback form in the Indigo airlines website.
This sunday, 8th June I had an extremely upsetting and disappointing experience with the ground staff of Hyderabad airport. My flight was a 3.45 flight for Mumbai and it was an urgent trip and I had booked the ticket via credit card by 12 that day. I had reached by 3 for my flight and had joined the check in queue at Indigo All Flights counter.By the time the queue moved and I reached the counter, the time was 3.15, and I was told the check in for Mumbai flights was closed! I understand the late part of this issue, but what I demand an explanation for is this:
a) why weren't the Mumbai passengers proactively asked to come to the counter first, as time was running out?
b) who gives the ground staff the right to be so rude? Myself, along with another passenger who had the same plight as mine, were obviously frustrated at what had happened to us. Not an ounce of sympathy but we what received was replies like slaps on the face saying that the counter was closed. Infact the check in counter staff even asked the other passenger if it was in his habit to appear late for his flights!!! Remember that it is "us" who pay the money and it is "us" who are your customers. Also, we were made to run from one check in counter to another and finally to the customer service officer. And his behavior was so disgusting that the people who hired him should be fired first.
c) I am a frequent traveler and there have been times when I was stuck in a traffic and have been late for flights (i believe that since i am paying the money the airlines has minimum responsibility to atleast try that i can board the flight). Once I was just 15 minutes away from boarding time and I was traveling via Kingfisher. They wouldnt have taken me in alone but there again there was another passenger late like me and then the ground staff personally accompanied us and made sure that we quickly clear all the procedures and borad the flight in time. If I could receive this kind of treatment from another airline just like yours, is it wrong to expect it from you guys?
d) why wasn't it written anywhere in the email print out i took the time I have to appear for the flight?
I do not expect any response to this feedback but just to let you know, last sunday you have definitely lost one customer (hopfully 2 if the other passenger feels as strongly about what happened as I do).
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