| Complaint filed by | |
| Complaint filed on | May 27th, 2023 |
| Complaint filed against | Indigo |
- Text of Complaint by SENDHIL KUMAR V
Dear Sir/Madam,
I am writing to complain about harassing and misbehaviour by Indigo Airlines staff member with me at Terminal- 1 counter no.14.
The first thing I would like to inform you that I was travelling from Mumbai to Bangalore on 27.05.2023 with my wife.
When I reached Indigo Self Drop checkin counter one of their staff advised me to go to checkin counter since I was having 2 check in bags plus one extra bag which I was supposed to be take as cabin bag. She suggested if you go to counter, you can drop that bag also as checkin bag.
On her suggestion I went to counter no. 12 and 13 almost I was waiting more than 10-15 minutes. They were struggling to handle another passenger who was having excess baggage. Observing this, Again same staff advised me to go to counter no.14 that counter was managed by Mr. Sohail not remembering exact full name . His body language was so impolite and he was chitchatting and laughing with counter no. 15 staff. He took two bags and refused to take other bag. I told him your colleague only suggested to drop here, that’s why I left Self Drop counter and standing here since 15-20 minutes, but he has not given any attention and simply refused and again he was laughing and chitchatting with his colleague.
Then I told him you’re not listening and not giving any attention to my issue. I’m telling you on your colleagues advice I’m standing here you’re not listening. Then he cross checked with his colleague who sent me to counter. She admitted she only suggested and advised him to accept the bag.
Again he refused and called her other staff who was supervising, she came and enquired about the issue. I apprised her attitude of your staff is not acceptable and told her I want to lodge a complaint against him and I took photograph of him with name plate. Instead of resolving the issue, Suddenly she objected for that and started arguing with me ‘how you can take a photo? I’m listening your grievance . I told her simultaneously I want to escalate about his behaviour to Airport authorities and Indigo team. That’s why I have taken photograph of your staff.
In response she said I’ll not allow us to board the flight and she instructed counter staff not to issue boarding pass and disappeared for few minutes from there, we were waiting in the counter and after some time came with some person who was on civil dress. She was telling him I’ll not allow these passengers to travel.
I asked him show me the whereabouts of officer incharge I want to give complaint in writing against this lady also. Surprisingly she started I’m female you’ve taken my photo also. I’ll not allow you to board and I’ll lodge police complaint.
I told her you’re an Indigo Airlines staff , I’ve taken Indigo counter photo along with your staff, I don’t have intention to take your photo. You’re an Indigo staff not individual. Cleverly she diverted the issue and repeatedly she was telling that, I’m female you’ve not taken my permission before taking my photo. I told her I don’t want your photo, I want your colleagues’ name so I took photo.
Issue started with misbehaving by Indigo staff but she was trying to divert the issue when I said I’ll escalate the issue.
Finally the security staff advised me she is trying to divert the issue, already it’s late for flight your wife also looking tired and suggested to lodge an online complaint through mail and suggested to delete counter photo . With no option I deleted the photo.
She said I’m the incharge of this counter, you can complain anywhere. I don’t care, I’ll also lodge a complaint against you also. Actually I called her and told her about my issue but instead of solving it she started arguing with me and trying to block mail and threaten me in the name of Airport security staff. This caused me substantial inconvenience because I was traveling with my wife who is under medical supervision, she was not taken any food since morning.
I would greatly appreciate it if you could take strict action against her since this behaviour could affect image of Mumbai Airport and Indigo Airlines . She may show her blackmail tactics with other passengers also. Whole passengers were watching this incident. You may get CCTV footage also.
I am looking forward to hearing from you.
Yours sincerely,
Sendhil Kumar V
Ph: +94482 91233
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