This has reference to my recent air travel booked with INDIGO AIRLINES for the Domestic journey.
On 12th April 2018, I had a return flight from Mumbai to Delhi, booked through Indigo Airlines, Flight no.: 6E174, Scheduled departure, 04:15 p.m.
I had no check-in baggage and therefore rushed to the boarding gates immediately. Due to usual Mumbai traffic congestion followed by airport security checks, I reached the gate to board the flight at 03:50 p.m.
Relieved that I could make it on –time as there was still 25 min. for the flight to fly, I approached the Gate. But to my dismay, the lady standing at the gate told me that the boarding was completed and they have canceled my ticket without any notification/information to me and the Flight push button was released.(The airline does not have the policy to inform the passengers who could not board and simply cancel their tickets-or re-sell them!)
They told me that I was the only passenger who could not board the flight. Without any concern or willingness to assist me further, they tend to ignore me.
I could not understand, there was still 25 min. and I was sure, the flight was not flying before time!
With the help of the security personnel appointed nearby, I was directed to counter no. 7, Indigo airlines for re-scheduling/re-purchase of tickets. At the counter, I was told that there is a flight at 08:00 p.m. and would cost me INR 9, 000 for a one-way journey. When I insisted for a flight before 08:00 p.m., they told me that if I can wait until 6:00 p.m. and any other passenger did not board the next scheduled flight, they will adjust me in the same, with much higher pricing!
(There is supposed to be no re-scheduling also considering that I have already paid for my ticket and eligible to be adjusted)
While standing at that counter, I also came across several other people who were facing the same situation. Another passenger had to fly to Hyderabad and had a medical urgency with his child in Hyderabad. There was still 40 min. for his scheduled flight and he wanted to check-in the baggage. The people at the counter were rude and indifferent, completely convinced that they cannot do anything. He was almost crying and was even willing to leave his baggage so he could board. I don’t know what happened to him further as I decided not to go through any flights from INDIGO and bought another ticket from GoAir.
As a routine job, the Indigo staff at the baggage check-in counters, also misguide people to cause unnecessary delays.
I understand, everyday people may be missing on the flights or some situations, where they are not able to board on time. I respect the policies of the authorities, but the rules are being modified by some cheap kind of airlines to make money/benefits at the expense of conveniences to the customers.
BUT, I consider it as my responsibility to inform the authorities: INDIGO has set-up a side business of looting people by re-selling the already occupied seats at just double or triple the prices. I request the authorities to probe into the matter and take strict actions against such fraud airlines.