| Complaint filed by | |
| Complaint filed on | February 28th, 2023 |
| Complaint filed against | Indigo |
- Text of Complaint by Kashnil Thakkar
Greetings,
First of all please add my country code with my phone number. The online form didn’t let me add the full number. (0044) 7960893930.
In February I was flying from the UK to India for my 10yrs old son’s health check. My international flight Air India, from the UK to Mumbai was very smooth but I had another flight the next morning to Rajkot with Indigo airlines. I requested a wheelchair for my son which they didn’t provide.
We queued up at 8.15 and got checked in before 9 am for our morning flight which was at 11.10. We then joined the queue at gate 42A. Around 30 minutes before our flight Indigo changed the gate and a text message was sent to a family member (who helped to book a ticket). A family member did not check the text on time then 15 minutes before the flight he received a call from Indigo asking us to go to gate 52. We ran to gate 52 where my son kept falling on the way but Indigo close the gate and denied us boarding.
There was no announcement done by Indigo on changing flights also we had another elderly couple who I guess came from Israel. They also missed their flight because they also provided their family member’s number which they had no access to it.
Indigo staff rudely told us that another 200 passengers boarded without issue. It is our fault that 5 of us(Myself, a friend and my son plus an elderly couple) have not come to gate 52 on time. They sold our tickets to another passenger because that passenger reached gate 52 on time?!
I came to India just for a week(during the school holiday) for my son’s health check and I booked the Rajkot paediatrician appointments from the UK to avoid any delays(screenshot proof can be provided). The appointments were made in the chain so if I miss the first one then all needed to be cancelled. Our two appointments got cancelled on the day as we couldn’t fly to Rajkot and the whole chain had to reschedule.
I can provide all my reports that my concern is genuine. I can provide a screenshot that we booked a wheelchair with an International flight. I can also send you the video which we took while we argued with the Indigo staff. Plus in the video my son also said that he was feeling dizzy, the staff did nothing instead tgey Army officers removed us. We had nearly 150 people gathered and trying to help us. One gentleman bought food for us and the lady gave us water but the Indigo staff did not help. They rescheduled our second flight to 5.30 pm but didn’t provide lounge service where my son can have rest. I tried to purchase a lounge pass but they denied giving us access before 3 pm(around) for the next flight which was only one and a half hours out of five hours.
I request you look into this matter and help us with the bad experience and inhumanity we faced.
All proof can be shared on request.
Kind regards
Kashnil Thakkar
Flight -Indigo 6E821
PNR – UNGHGRS
Date – 11.02.2023
Time – 11.10
Seq- 0126
Passengers – Kashnil Thakkar, Anay Khilosia, Jalpa Bhatt
