| Complaint filed by | |
| Complaint filed on | November 15th, 2024 |
| Complaint filed against | Indigo airline |
- Text of Complaint by Manjeeni
Hello Team,
I hope this message finds you well.
I’m writing to share an experience I had at the airport while entering the terminal. My family and I—my mother, sister, spouse, and my 6-month-old son—arrived at the airport at around 4:45 am on 4th November 2024. Given that we were traveling with an infant, one of the staff members kindly directed us to the DigiYatra line to avoid a long wait.
When we reached the line, Ms. Deepti, a member of your team, asked if I had the DigiYatra app. I explained that I didn’t and informed her that we were directed to this line due to traveling with an infant. She permitted everyone except my sister. Despite multiple requests from my mother and me, Ms. Deepti insisted that she couldn’t allow my sister to join us, stating that the line was meant for senior citizens only.
Our conversation went as follows:
Ms. Deepti: “Do you have the DigiYatra app?”
Me: “No, we don’t. But we were directed here since we’re traveling with an infant.”
She allowed us through but stopped my sister, saying she couldn’t proceed.
Me: “Could you please let my sister come along with us? She’s traveling with us.”
Ms. Deepti: “I’ve already allowed you, but I can’t let her through. This line is meant for senior citizens.”
Me: “We’re all together, and we don’t want her to be left out. Could you please allow her?”
Ms. Deepti: “No. There are other senior citizens in line, and I can’t make them wait because of you. If you want, go through the DigiYatra line.”
I explained that we couldn’t use the DigiYatra app as we’re on a staff travel pass and need to check in at the counter for our boarding passes.
Ms. Deepti: “You’re staff, and still you don’t understand? She’s young and should enter through Gate 2, which is the staff entry gate.”
My mother requested again, saying, “She’s with us; please let her come along.”
Ms. Deepti replied, “I can’t make the senior citizens behind you wait just to let your sister come through. She is young enough to go through Gate 2.”
I then suggested, “You can let all the senior citizens behind us go through first, but please let my sister come with us as I being in coustomer service background I can understand this situation.”
Ms. Deepti: ” you being staff you must know things better. If I am saying to go from that gate, You have to understand and let her come from the other gate.”
Despite our repeated requests, she continued to deny access. She even remarked to her colleague, “These people are staff and still behave this way. It’s no use talking to them. If they’re staff, they should go through Gate 2.” Her tone and remarks felt dismissive and rude.
As a member of IndiGo traveling for the first time with an infant, this experience was disappointing and left me feeling uncomfortable. I hope this feedback helps in ensuring a better experience for other passengers, especially those traveling with infants or special circumstances.
Thank you for your attention to this matter.
Best regards,
Manjeeni
