| Name of Complainant | |
| Date of Complaint | June 8, 2023 |
| Name(s) of companies complained against | IndiGo |
| Category of complaint | Airlines |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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– On 30 May 2023 around 8:30pm, I booked a flight ticket for myself with following details:
o Passenger name: Amit Kochhar
o Airline: Indigo (“Airline”)
o Sector: Mumbai – Delhi
o Flight number: 6E 2398
o PNR: BR2WJW
o Flight date and time: 31 May 2023 7am departure from Mumbai
– I did a web checkin within 3 hours of booking the flight, many hours before the scheduled departure time
– Airline sent me a confirmation at 3:58am on 31st May 2023 confirming that checkin is complete and allocated seat 27A to me
– Because of some technical issue (as mentioned by Airline rep later to me) Airline did not generate and email me the boarding pass
– The communication from the Airline indicated that:
o Checkin counters will close one hour prior to scheduled flight departure time
o I have an option to print the boarding pass from the kiosk at the airport (There was no mention that kiosk printing also closes one hour prior to the scheduled departure time)
– I reached the kiosk around 6:03am and tried to print the boarding pass
– At that time the kiosk mentioned the printing can’t be done as the time remaining for departure is less than one hour
– I raised it with airport staff, they were non empathetic and rude
– The supervisor yelled at me and said I am lying to her and I have not checked in
– When I tried to show her the email from the Airline that said I have checked in, she said this is not checking in and kept shouting at me
– I am a man of repute and have a respectable job as a Managing Director at an investment bank
– Her words were very insulting and offending as there were many other passengers at the airport
– I had to book another flight at 8:30am (Flight number 6E 2139, PNR NSBNVW), which costed me INR 7179.
I have tried to speak to the Airline for refund. While they accept their mistake that the staff made incorrect statements, staff was rude, and they had a website issue because of which the boarding pass was not generated for a few customers, they refuse to issue me any refund. I would like to humbly ask again for a refund of INR 7179 and a reasonable compensation for all the stress this has caused me. My arguments are stated below:
1. Airline seems to be unsure whether Checking in and Generation of Boarding Pass is one act or different acts. Is it is same act, they should generate and send the Boarding pass as soon as one checks in; if different, they should communicate to the customers that boarding pass can’t be printed from kiosk one hour prior to the scheduled time.
2. All their communication mentions about checkin counter being closed one hour prior. As I had already checked in, I didn’t need to check in counter. I was not carrying any check in luggage. Would have quickly printed my boarding pass, cleared the security, and boarded.
3. The staff is not trained to verify the facts, the supervisor just keep on saying the same thing at the top of their voice
4. Poor customers have no option at that moment but to miss the flight. It’s kind of a helpless and stressful situation.
When I contacted the grievance cell, they mentioned, “if you connect with us before your departure we assisted you with your refund but after a No-show as per the roles, we are not able to give a full refund.”
I had contacted Indigo staff before the departure.
Image Uploaded by Amit Kochhar: