This is to express my deep anguish and anger towards the utter apathy of your staff and management towards customers.
I was supposed to board a flight for Ranchi(6E-495 BookingReference: VD5KYA) today. I was at the counter(F9 Terminal 2 New Delhi Airport) well before1 hour of the boarding. At this point the staff took my ticket and ID, but rather than get me my boarding pass, started attending to a "colleague" of his, which took at least 15 mins. After he was done printing his colleague’s boarding pass, I was gladly told that the counter has closed and I need to talk to his supervisor. The supervisor told me that I need to get the next flight and she will not be able to help me in this regard.
I was forced to pay a price of 19000 of the next flight which after adjusting my current ticket cost would be around 16000, 4 times the initial cost of the ticket. The next flight is 8 hours from now.
On letting her know that I have been traveling for the last 24 hours and have no where to go, and I at least be provided a recluse of some sort, e.g lounge access or something, I was told that I am not eligible for any such benefits.
On talking to the manager at duty, she said she does not know nor can figure out who was the person present at the counter and an "investigation" needs to be done to get to the next step. On being asked, if the name of the staff cannot be figured out based on the time, she repeated that this can only be known after the investigation.
Despite no fault of mine, I have missed my flight and work, asked to pay 4 times the fare and forced to wait 8 hours without Indigo providing any respite, on top of that no remorse has been expressed and the staff have been very rude.
I am a senior government servant, a District Medical Head for the state government of Jharkhand, and had to take this flight to attend to my duties.
I demand that firstly your staff member present at counter F9 at 645 AM be apprehended and asked for a reason, as to why his colleague’s boarding pass was more important than mine, even though my ticket and ID were taken before his. The supervisor should be questioned as to why was she present there if she has no control over her staff or over issuing of boarding passes, in spite clearly seeing that the mistake was totally Indigo’s and not mine.
If no reason is found, I demand that I be refunded the entire amount of excess charge fraudulently extracted from me.
I expect to hear back from you soon, or else I will go to all the relevant authorities to get, the financial and mental harassment meted by your staff on me, redressed.
thanks
Navin Kumar Sinha