| Complaint filed by | |
| Complaint filed on | September 15th, 2025 |
| Complaint filed against | Indigo airline |
- Text of Complaint by Anish Chirakkal Aravind
I am writing to file a formal complaint regarding my recent travel experience on Flight 6E635 from Mumbai (Terminal 2) to Kochi on 12th September 2025. My name is Anish Chirakkal Aravind, and my seat number was 13A. My mobile number is 9605960965.
My experience was marred by significant negligence and unprofessional behavior from your staff, which I will detail below.
1. Unannounced Gate Change
Despite all official communications (email, SMS, app, and boarding pass) indicating Gate 49A, the gate was changed to 45A with absolutely no notification. There was no announcement, no SMS, no email, and no call to inform me of this critical change.
I was forced to run approximately 600 meters in a state of panic, causing considerable stress and physical strain. When I brought this to the attention of your ground staff, I was met with a shockingly rude and dismissive response: “Passengers need to keep looking at the display, otherwise this will happen.” This is a clear violation of a passenger’s right to timely and accurate information, and it reflects a severe lack of professionalism.
2. Failure in Onboard Service
My booking included a pre-ordered coffee. However, this was never served, nor was I informed of any issue with the order. When I reminded the crew, I was told my order had been “missed.” The crew member then stated that since the particular hostess who took the order was not present, nothing could be done. This is an unacceptable excuse. The responsibility for fulfilling paid services lies with the airline as a whole, not with a single employee.
3. Unacceptable Staff Conduct
The dismissive attitude of your ground staff, combined with the negligence of the onboard crew, points to a systemic failure in your service standards. The rude and unhelpful behavior I experienced is deeply concerning and demonstrates a complete disregard for passenger welfare and accountability.
I request a thorough investigation into this matter and a detailed explanation for these failures. Such a severe lapse in communication and service is unacceptable and must be addressed immediately to prevent other passengers from enduring a similar experience. I look forward to your prompt response.
Sincerely,
Anish Chirakkal Aravind
Mobile: 9605960965
